Manager Human Resources

Shannon M. Harjer C laim Team Manager O rganizational Leadership

P rofessional

LEADERSHIP PROFILE

Over 14 years experience in multiple facets of the insurance industry in positions as Claim

Team Manager, Leadership Development Associate – Human Resources, Supervisor and

Personal Injury Protection Claim Representative with a successful background in talent

management and start up departments.

Current hiring Claim Team Manager of Flex Claim Services at State Farm Insurance,

specializing in hiring and training claim associates in Personal Injury Protection benefits

for Canada and United States policies. Strategically hired and trained 125 associates in

eight weeks, appointed with an inventory of claims with significant exposures to the

profitability of the organization.

Engaged in numerous enterprise initiatives resulting in improved customer service,

efficient claim processing and engaged associates. Expertise in evaluating and

organizing teams, relationship building, employee engagement and strategic

management of poor performing departments. Skilled in mentoring and coaching

associates and leadership, providing clear expectations and a nurturing work

environment conducive to achieving high employee and customer satisfaction rates.

SUMMARY OF QUALIFICATIONS

Start Up Operations Relationship Building

Performance Management Training, Mentoring & Team

Building

Employee Engagement & Retention Operations Improvement Catalyst

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LEADERSHIP PERFORMANCE OVERVIEW

Orchestrated development and hiring of associates designed to strategically handle

significant claim issues impacting overall company profitability.

Established enterprise training platform for fire and auto subrogation claims, ensuring

consistent messaging of goals and appropriate identification and investigation of subrogation

claims. Significant expense savings realized in a short period, including increased referrals to

recovery units.

Applied coaching and leadership expertise to guide an underperforming section in relation to

organizational fit, discretionary effort and job fit. Identified quantifiable opportunities to

engage virtual corporate associates, through thorough analysis of the issues impacting the

business, improving connectivity between leadership at corporate and virtual associates.

Employee Opinion Survey results, including twelve key benchmark areas, were 15.5% higher

than the enterprise leadership average.

CAREER CHRONOLOGY

State Farm Insurance, Bloomington IL 1997 – Present

1514 Kell Avenue Bloomington, IL 61705 240-***-**** *******@*****.***

Shannon M. Harjer Page 2 of 2

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Bloomington – Corporate Property &Casualty Claims

Claim Team Manager, Flex Claim Services 2011 – Present

Claim Team Manager, Subrogation Services 2008, 2010

Leadership Development Associate, Human Resources 2009

Maryland - Mid-Atlantic Zone Claims

Claim Team Manager, Auto Claim Central 2007 - 2009

Alabama – Enterprise Services Department

State Farm Payment Plan Supervisor 2006 – 2007

Michigan - Great Lakes Zone Claims

Personal Injury Protection Claim Representative 1997 – 2006

EXPERIENCE & ACCOMPLISHMENTS

As Hiring Team Manager of Flex Claim Services (2011 to Present)

Span of control 125 claim associates – strategically hired and trained associates for

Personal Injury Protection claim handling. Effectively integrate clear, fact-based

plans, establishing expectations and accountability. Translate benefits of the

department, including impact on enterprise profitability, through progress tracking

and other key measures. Provide personal and team development, driving

behavioral changes by facilitating fair process conversations.

As Subrogation Team Manager in P&C Claims (2008, 2010)

Span of control 8 virtual corporate associates – Managed staff assistant training and

influence performance, providing guidance to improve file readiness, increasing

quality referrals to centralized recovery units. Provided continuous improvement

strategies through quality claim reviews and preparation of training material.

Represented corporate within respective claim zones at conferences and senior

leadership meetings.

As Leadership Development Associate in Human Resources (2009)

Conducted investigations of associates and leadership for violations of the Code of

Conduct and other enterprise policies and procedures for Catastrophe Services.

Provided guidance to senior, middle and first line leadership regarding confidential,

time sensitive issues.

Early Career (1997 – 2008)

Training supervisor for 100 general department associates handling payment plan

accounts. Developed and implemented personalized training program to ensure full

engagement and successful passing of company examinations.

Personal Injury Protection claim representative handling catastrophic claims in

Michigan. Focused on quality claim resolution for litigated claims throughout the

state. Conducted investigations for fire, auto and liability claims.

1514 Kell Avenue Bloomington, IL 61705 240-***-**** *******@*****.***

Shannon M. Harjer Page 2 of 2

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EDUCATION & MEMBERSHIPS

MA, Organizational Leadership, Gonzaga University, Spokane, WA – 2009

SLC, Servant Leadership Certificate, Gonzaga University, Spokane, WA – 2009

BA, Liberal Arts, Western Michigan University, Kalamazoo, MI – 1997

Dale Carnegie – Effective Communications and Human Relations - 2009

FCLA, Fraud Claims Law Associate, American Institute – 2001

LCLA, Liability Claims Law Associate, American Institute – 2002

APCLA, Auto Property Claims Law Associate, American Institute – 2001

CPCU, Chartered Property Casualty Underwriter, American Institute – 2 parts of 8 completed

Auto and Fire Claim Representative & Management Training, 1998 - 2010

NASP, National Associate of Subrogation Professionals

1514 Kell Avenue Bloomington, IL 61705 240-***-**** *******@*****.***

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