Senior AMs' Preferred Approach to Handling Admin Tasks for Their Claims

Senior AMs' Preferred Approach to Handling Admin Tasks for Their Claims

Latest update: 09/19/2025

Overview: This article is designed to help admins know how Senior AMs would like the admin tasks on their be handled. 
What you need:
  1. Admin tasks assigned to Admin Tasks Pool by Sr. AMs
Contents:
      I. Who are the Senior Account Managers?
      II. How to get Admin Tasks from Senior AMs?
      III. Deal Creation (DC)
      IV. Submit to Insurance (SUBX)
      V. Calls/Escalations (CX)
      VI. Highlighting (HLX)
      VII. Helpful Links
I. Who are the Senior Account Managers?

Senior Account Managers serve as Relationship Managers, overseeing their own Raving Fans while having the authority to assign administrative tasks in the pool. The Senior Account Managers at Claim Supplement Pro are:
  1. Sarah Toulouse Ventola
  2. Vannesa Cano
  3. Jason Toft
  4. Daisy Balatico
  5. Amanda Shidler
Each of these individuals may have specific preferences regarding handling of their administrative tasks. This knowledge base (KB) serves as a guide to ensure these tasks are managed accordingly.

In addition to the five Senior Account Managers listed above, some Junior Account Managers may also assign administrative tasks in the pool. However, this is permitted only if they have successfully handled 30 claims from start to finish.

For instance, you may occasionally see Hanna Calupitan (Junior Account Manager) assigning tasks within the pool, as she has met the 30-claim requirement.
II. How to get Admin Tasks from Senior AMs?

STEP 1: For us to determine available tasks from Senior AMs claims, first we need to check the tasks in the pool. 
Check the Reports in Zoho CRM then choose “Admins: Pool Tasks”


STEP 2: You should be able to see ALL AVAILABLE tasks for admin: Make sure to select the one that is due for the current day.

III. Deal Creation (DC)

A. Sarah Toulouse Ventola
For Sarah, she would prefer the following when admins would do her Deal Creation tasks:
  1. Deals Creation of Honest Estimate: Should only have 2 folders in the Google Drive.
    1. PICTURES
    2. HONEST ESTIMATE
  2. All Desk Notes from RF should be included in the CRM notes. 
  3. All Important Files in the Google Drive should be renamed accordingly.
    1. Files from the RF should be saved and renamed based on what type of document it is. 
    2. For example:
      1. Insurance Original Estimate - should be renamed “SOL_*Name of the document*”
      2. Measurement Report - should be renamed as “MR_*Name of the document*”
      3. Work Order - should be renamed as “WO_*Name of the document*”
  4. Desk Ticket should be merged properly
    1. Once deal has been entered to CRM and it is time to merge ticket, make sure that the CHILD TICKET (the desk ticket you owned prior to creating Deal Creation) should be assigned back to Sarah, before we merge it to the PARENT TICKET (The ticket automatically created by Zoho with format of “ YYYYMMDD - Homeowner’s name - Street Address”)
  5. Task Sarah to review Deal Creation and E-list
    1. Since the deal owner will still review the deal creation and e-list, make sure to NOT MOVE THE STAGE to Estimating.
B. Vannesa Cano
For Vanessa, she would prefer the following when admins would do her Deal Creation tasks:
  1. Deals Creation of Reinspection
    1. Normally, Vanessa assigns Re-inspections Claims from Vesta Home Services. Please note that pictures sent by this RF are in PDF file.
      1. Make use of PDF file to JPEG converter such as iLovePDF, BIGPDF - Bulk PDF to JPG and many more.
  2. CRM E-list
    1. Vanessa creates a short note for estimators, make sure to copy and paste it to your CRM E-list: 

  1. All Desk Notes from RF should be included in the CRM notes.
  2. Task Vanessa to review Deal Creation and E-list .
    1. Since the deal owner will still review the deal creation and e-list, make sure to NOT MOVE THE STAGE to Estimating. 
C. Jason Toft
  1. Task Jason to review Deal Creation and E-list - Even though Jason will still review the Deal creation,
    1. He will always ask the admin to create a task for Vicki - “Assign it to the Estimator's queue.” 
    2. For Jason he would prefer to MOVE THE STAGE to Estimating.
  2. All Desk Notes from RF should be included in the CRM notes.
    1. Aside from this, Jason doesn't have any other special instructions for Deals Creation. Make sure to refer to the knowledge base for Deal Creation. 
D. Daisy Balatico
  1. For Daisy, she would prefer the following when admins would do her Deal Creation tasks:
  2. All Important Files in the Google Drive should be renamed accordingly.
    1. Files from the RF should be saved and renamed based on what type of document it is. 
    2. For example: 
      1. Insurance Original Estimate - should be renamed “SOL_*Name of the document*”
      2. Measurement Report - should be renamed as “MR_*Name of the document*”
      3. Work Order - should be renamed as “WO_*Name of the document*”
  3. Task Daisy to review Deal Creation and E-list
    1. Since the deal owner will still review the deal creation and e-list, make sure to NOT MOVE THE STAGE to Estimating. 
E. Amanda Shidler
  1. Be on the lookout for any missing important document
    1. If there is any, make sure to create a CRM note notifying Amanda about it. 
  2. All Desk Notes from RF should be included in the CRM notes. 
  3. Task Mandy to review Deal Creation and E-list
    1. Since the deal owner will still review the deal creation and e-list, make sure to NOT MOVE THE STAGE to Estimating.
    2. for GGR claims: Please do not close auto-populated tasks regarding supplementing skylights.
IV. Submit to Insurance (SUBX)

A. Sarah Toulouse Ventola
  1. Sarah doesn't have any specific preferences for submitting a supplement package to Insurance. Please make sure to follow our KB guidelines for Submit to Insurance (SUBX) when completing the steps.
B. Vannesa Cano
  1. Vannesa doesn't have any specific preferences for submitting a supplement package to Insurance. Please make sure to follow our KB guidelines for Submit to Insurance (SUBX) when completing the steps.
C. Jason Toft
  1. Jason doesn't have any specific preferences for submitting a supplement package to Insurance. Please make sure to follow our KB guidelines for Submit to Insurance (SUBX) when completing the steps.
D. Daisy Balatico
  1. Daisy doesn't have any specific preferences for submitting a supplement package to Insurance. Please make sure to follow our KB guidelines for Submit to Insurance (SUBX) when completing the steps.
E. Amanda Shidler
  1. Some Mandy’s RF/ clients may have given their Consent to Correspond (C2C) on the CRM (JobNimbus, AccuLynx). Mandy will assign you the task of obtaining this consent before submitting to insurance. Follow these steps:
    1. Check for Consent – Verify whether the client has already provided Consent to Correspond in the CRM (JobNimbus, AccuLynx).
    2. Upload to Google Drive – Once obtained, upload the Consent to Correspond document to Google Drive.
    3. Submit to Insurance – After uploading the consent form, proceed with submitting the supplement package to insurance.
    4. Please make sure to follow our KB guidelines for Submit to Insurance (SUBX) when completing the rest of the steps.
V. Calls/Escalations (CX)
Calls will be managed following our standard procedures outlined in the KB for Calls & Follow-ups (CX). However, Senior Account Managers (AMs) may have specific preferences regarding how their claims should be escalated and followed up.

This section provides clear instructions to ensure admins handle escalations efficiently and in alignment with each Senior AM’s expectations. Please refer to the individual preferences documented for each Senior AM to ensure accuracy in processing claims.
NOTE:
1. ALL SENIOR AMs should follow the Unresponsive Adjuster/Manager Process.
2. For Sarah, Vannesa, and Jason - if their Velocity is less than the CSP's overall average velocity, then they can apply their own processor adjustments when confirming and following up for RE.

A. Sarah Toulouse Ventola
  1. If You Reach the Adjuster:
    1. If the adjuster has questions regarding the claim/estimate, direct them to Sarah and provide her phone number for them to call.
    2. Alternatively, create a task for Sarah with the title: “ACTION REQUIRED: Adjuster requesting phone call. Please see the CRM note.”
    3. CRM Documentation: Whenever you follow up with the adjuster or insurance, create a CRM note with the title: “MMDD - DAY # - Follow-up with the Adjuster”
VI. Highlighting (HLX)

Make sure to follow the KB for Highlighting. This section of the KB only provides guidance on additional steps or changes to the standard procedures based on the Senior AM’s preference for highlighting. 

A. Sarah Toulouse Ventola
  1. Sarah is very particular and specific when she assigns highlighting tasks. Here is an example:

  1. Make sure to follow the instructions provided in the task. In addition to these, the following are Sarah’s special instructions for handling highlighting on her claims:
    1. Documenting Unwarranted Items - After completing the highlighting of the Supplemental Estimate and the Revised Estimate, make sure to create a separate CRM note listing any unwarranted items.
    2. Email Communication Preferences - Do not send it (JUST CREATE A DRAFT IN THE CRM NOTE). Sarah will check the draft and decide if she wants to send it or make changes.
Hello [adjuster’s name],

Thank you so much for your review and sending me the revised estimate. (If they have included notes also - add:) I appreciate all of the notes as well, this is super helpful.

I will review everything, and if I have any follow up questions I will be in touch asap. Thank you!

Best regards,

Sarah Toulouse Ventola
(773) 563-0116
info10.csp@gmail.com

Customer Contact Information:
HO NAME
HO ADD
HO ADD

B. Vannesa Cano

Vanessa rarely assigns highlighting tasks to the admin pool. However, when she does - she only wants the estimates to be highlighted.
No additional steps, such as sending email communication to the insurance company or drafting an email for her client, are required.

C. Jason Toft

Jason doesn't have any strict instructions when it comes to highlighting, please follow the CSP Standard procedures stated in the KB for Highlighting. However, don't send a Thank You Email.

D. Daisy Baltico

For Daisy, there are no specific instructions for highlighting so please follow the standard CSP procedure explained in the KB for Highlighting.

E. Amanda Shidler

Mandy rarely assigns highlighting tasks to the admin pool. However, when she does—similar to Sarah—she only wants the estimates to be highlighted and systems updated. No additional steps, such as sending email communication to the insurance company or drafting an email for her client, are required.
VII. Helpful Links
  1. Deal Creation (DC)
  2. Highlighting and Handling RE (HLX)
  3. Calls & Follow-ups (CX)
If you have any comments, feedback or questions, please let us know—we greatly appreciate your input: GOOGLE FORM

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