Manager Customer Service

MICHELE M. JACOB

**** ***** ***** *****, *********, IL 60560

HOME: 630-***-**** CELL/PAGE: 630-***-****

Highly motivated, results oriented claims professional with the

demonstrated ability to take initiative, be resourceful, investigate and

resolve issues, manage staff and prioritize workload in a constantly

changing environment, while meeting deadlines, adapting to new processes

and providing exceptional customer service.

EMPLOYMENT HISTORY

KELLY LAW REGISTRY JUNE 2009 to Present

Senior Claims Consultant

Contract position with major carrier's Environmental and Mass Tort Claims

division managing a high volume of complex, litigated claims requiring

superior investigation, coverage analysis, litigation management and

negotiation skills. Caseload consists of various types Commercial General

Liability and Professional Liability claims, involving property and bodily

injury damages, mass litigation, special handling/reporting instructions

and excess coverage.

PATCH.COM

Community Listing Collector APR 2010 to SEPT 2010

Part time Independent Contractor for AOL's online news division, assisting

in creation and promotion of a comprehensive online local business

directory. Responsibilities include physically canvassing and visiting

businesses and organizations within the community, meeting with

owners/management to provide marketing information to promote Patch.com

usage, collect and record data (nature of business, hours of operation,

products, history, etc.) and secure photographs of the business operation.

Information obtained is then utilized to compose a written description of

the business, create the directory web page and completed work is submitted

to the Copyediting team for edit and approval. Report directly to the Local

Editor.

UNIVERSAL CASUALTY COMPANY JUNE 2005 - DEC 2008

Commercial Claims Manager

Responsible for the technical operations and staff of a rapidly growing

Commercial Claims Department specializing in the handling of Workers

Compensation, Bodily Injury, Commercial Auto/Trucking, Transportation,

Commercial and General Liability, and Inland Marine/Cargo claims. Hire,

train and mentor personnel and issue directives for the handling of complex

and large losses, including providing reserve and settlement authorities,

excess reporting requirements, litigation management and recommendations

for a plans of action. Maintained personal caseload of losses with reserves

in excess of $150K, complex coverage issues and reinsurance exposures.

Establish and formulate department objectives and communicate performance

standards to the claims staff. Recommend and implement changes to improve

productivity. Conduct internal and external file audits and report on

trends, accuracy and compliance. Oversee call center, monitor call queues

and adjust work processes and priorities accordingly. Manage and evaluate

vendor and TPA performance. Control expenses to meet budget, reduce

indemnity, loss ratios, expenditures and ensure optimum use of resources.

Work closely with Underwriting, Loss Control, Producers, Agents and other

business units to ensure risk and loss ratios are controlled. Respond

accordingly to DOI inquiries and complaints. Assist with the development

of new programs, products and service enhancements. Lead various projects,

including a joint project with the IT team involving the development,

production and implementation of a new claims data system. Manage all

aspects of client relationships, identify claims/service related issues and

act quickly, decisively and effectively to resolve.

CSX TRANSPORTATION DEC 2002-JUNE 2005

Manager of Field Investigations

Supervised Claim Agents and provided quality leadership and training in

order to promote the ethical and effective handling of all claims presented

against the railroad by employees, the public, customers and general

contractors alleging either personal injury/death or damage to vehicles,

equipment, real estate and other property due to the negligence of CSXT's

railroad and intermodal operations in the Chicago Division. Responsible for

the investigation, determination of liability, evaluation of damages,

reserving, negotiating settlements and providing authority to direct

reports. Responsible for investigating, benefit determination/payment,

coordination of medical treatment, return to work and negotiating

settlement of employee injury claims governed under both the Federal

Employers Liability Act (FELA) and state Workers Compensation laws.

Conducted and coordinated the scene investigation/accident reconstruction

at crossing accidents and HAZMAT occurrences. Analyzed various agreements,

contracts and leases in order to determine coverage. Identified third party

liability and expedited the recovery process. Produced monthly Treasury

Reports outlining claims/litigation activity. Managed litigation by

coordinating the discovery process, review and approval of interrogatory

responses, directing outside counsel in preparing legal defense and

attending trials as the CSXT company representative. This position involved

a public relations component that required diplomacy and fairness in

dealing with demanding claimants, law enforcement, local management,

safety, labor relations and unions.

AMERICAN CLAIMS NOV 2000- NOV 2002

Branch Manager/Area Supervisor

Supervised operations directed/ monitored work flows and provided technical

review within a Regional Branch Office of a multi-line Independent

Adjusting firm, while maintaining direct responsibility for adjusting

Property and Casualty claims. Specialized in Workers Compensation,

Personal/Bodily Injury, General and Commercial Liability and Auto Liability

claims arising from the Transportation industry (Trucking, Railroad and

Longshore). Conducted investigations to determine coverage, report estimate

damages, make reserve and settlement recommendations and negotiate

equitable settlements within granted settlement authority. Provided

analysis of complex coverage issues. Prepared both comprehensive narrative

reports on Casualty claims and automated estimate reports for Homeowners

and Commercial Property losses.

PREFERRED WORKS OCT 1998-SEPT 2000

Senior Claims Specialist

Responsible for the management of a regional Workers Compensation/ General

Liability branch office specializing in claims resulting from Construction

and Transportation lines of business. Supervised and coordinated the

claims staff consisting of units designated to handle the run off of the

TPA and SIR business for several consolidated offices. Conducted all field

investigations for the branch office and maintained a caseload that met the

criteria of catastrophic losses with high exposure, complex coverage

issues, reserves over $150K and excess/reinsurance exposures. Advised on

appropriate claims strategies, provided reserve/settlement authority and

conducted file audits to ensure adjuster compliance with handling

instructions. Performed monthly service reviews and worked closely with

Account Managers in developing new business.

MRM Group

Claims Manager; Supervisor; 1991-1998

Adjuster; 1986-1989

Managed the day-to-day operations of the Workers Comp/Disability Department

for a Third Party Administrator specializing in Self Insured small market

business, municipalities and hospitals Maintained a personal caseload of

high exposure, catastrophic/complex claims Workers Compensation, Disability

and Professional Liability claims with reserves of over $150k and involving

excess coverage. Prepared monthly case management reports and attended

monthly service meetings. Analyzed loss history for the purpose of

obtaining quotes, securing Excess and Reinsurance coverage and expediting

the issuance of policy renewals. Maintained all required state licenses.

Assisted in preparation of new business proposals.

CIGNA 1989-1991

Claims Representative I & II

Multi state Workers Compensation Adjuster handling National and Self

Insured accounts with premiums exceeding $500,000. Caseload also included

International and Longshore claims

EDUCATION

Crowell Insurance Training Center, 1998-1999 - Pre-licensing courses for

both the Property and Casualty and the Life, Accident and Health

Producers/Adjusters license.

South Suburban College, 1995-1998 - Continuing education, Business related

coursework.

Insurance School of Chicago, 1990-1993 - AIC course studies.

Thornton Community College, 1986-1988 - Licensed Practical Nursing

Curriculum. (Associate Degree)

Medical Careers Institute, 1986 - Medical Office Management.

Member of: P&C Claims Professionals; Insurance Professionals of America

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