Welcome to The Communications Bringing Claims Professionals
Together |
 |
|---|
AssnNewsNet February Profile: ‘Customer Service’ is the core description of her job as a residential property adjuster to Cindy Cody. As part of the field adjuster team handling residential property losses in the Sacramento Valley and |
 Cindy Cody, CSAA |
|---|
|
outlying areas of Northern California she has opportunities to look for coverage for the AAA property claimants and plenty of occasions to offer solutions to the sudden and accidental calamities to the insured properties in her territory. Her mega-watt smile and open and engaging laugh is offered to her customers and co-workers alike. “AAA is very good about recognizing the employees for delivering good service”, Cindy proclaims “but garnering recognition isn’t what it’s all about. Someone way more important is doing the score-keeping.” Cindy takes her responsibilities to the customer so to heart that she has relationships with former clients that continue long after the damage is corrected and their homes are put back in order. One of her former claimants, Jo, had a roof leak 7 years ago. Jo is now 97 years old and Cindy sees her twice a month on average and calls often to check on her and arrange to take her shopping and to her hair appointments. Cindy shyly relates the story of how lucky she is to be here and doing the job she feels that she was meant to do. Her parents moved from the Bay Area to Sacramento for her Dad’s work when she was 18 years old. She chose to stay back to experience life on her own in the big city (San Francisco). One day while visiting her family she was introduced to her future husband and found out firsthand that ‘love at first sight’ is not a myth- it happened to them that day! Shortly thereafter she followed her family to Sacramento and happily, lived close to a AAA office where she got a job in the clerical department. After ten years with the company, she was chosen to participate in a pilot program called the Greenfield Project that was designed to cross-train everyone in the office to be able to skillfully handle any problem that walked in the door or called on the phone. Art Coussoulis was one of the trainers for hands-on computer program applications for Cindy’s group as they learned the nuts and bolts of auto and homeowner’s policies. “The only thing we didn’t do during the training period of a year was operate a tow truck.” Cindy remembers. To underscore her philosophy of ‘claims handling from the heart’, Cindy and her husband experienced a flood themselves in 1998 that forced them to live in a 19’ trailer for 2 1⁄2 years while they did much of the repairs on their flooded house themselves to restore the bungalow that they love. Cindy really means it when she empathizes with the claimants that have their lives disrupted and really wants to help them get back on track- because it’s the right thing to do and because she’s been there too and knows how it feels. One of many surprising things about Cindy is that she got her motorcycle license at 15 1⁄2 and graduated to a ’65 Mustang to continue to do the Vroom-Vroom thing. Her Dad still has that vintage Mustang in his garage so she understands where the need for speed originated. She was racing quarter midgets at 12 years of age. “My parents felt that I could take care of myself so they didn’t worry about me”, she laughs at the impact of that statement and the accumulation of shock at the revelations of her daredevil attitudes. She has flown an airplane solo on more than a few occasions and would like to continue lessons to obtain her pilot’s license. Her favorite vacation was a motorcycle trip with a small group of friends into a remote area of Costa Rica 2 years ago that was a new adventure each of the 10 days that they were exploring the region. Her favorite leisure activity is camping and she and her husband try to head off every opportunity year round- they traditionally spend Thanksgiving camping, for instance. Summer is their special time and they both love the water sports, especially skiing, that fills their weekends and holidays.
|
|---|
Articles Index | ANN Home | Articles by Joan Barrett webmaster: bryan@AssociationNewsNetwork.com |
|---|