Customer Service Management

JANIS L. KOPRIVA

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** *. *** **** ***** Heights, IL

***** 312-***-****

QUALIFICATIONS

Over twenty-one years of professional experience in the insurance industry

specializing in workers' compensation claims. Expert in claims

investigation and management, negotiation, customer service and training.

PROFESSIONAL EXPERIENCE

CANNON COCHRAN MANAGEMENT SERVICES INC., Chicago, IL

December 2006 to Present -

Claims Supervisor - December 2006 to Present

. Review new losses and provide direction to staff of 6 on daily

basis

. Review claims to confirm appropriate documentation and

management by claims staff; documenting review and

recommendations to bring claim towards prompt and cost-effective

resolution

. Prepare written analysis and settlement recommendations for

cases exceeding internal established levels for submission to

client

. Facilitate and provide guidance with return to work strategies

and establish communication among member and client

. Conduct monthly audits on claims staff work product to ensure

best practices/service commitments are being met

. Engage in round-tables with defense to strategize bringing

claims to resolution

. Excellent verbal and written communication skills which optimize

positive relationships

CAMBRIDGE INTEGRATED SERVICES, Chicago, IL

May 1989 to December 2006

Claims Supervisor - 1999-2006

. Supervise technical and support staff to achieve department

goals

. Responsible for incurred losses in excess of 75 million dollars

. Perform claim audits, roundtable meetings and approve large

reserves/settlements

. Guide and empower a staff of 7 in managing caseloads from 165-

215

Senior Claims Representative - 1991-1999

. Handled all facets of claims management including subrogation

within the provisions of the Illinois Workers Compensation Act

. Maintained quality relationships among parties involved with

each claim via telephone and written correspondence

. Assisted with training new employees on the system and claims

processing

Claims Adjuster - 1989-1991

. Analyze claims by investigating and gathering information to

determine the exposure; manage all facets of claims through well-

developed action plans resulting in appropriate and timely

resolution

EDUCATION

Bachelor of Science - Business Administration

Roosevelt University, Chicago, IL - G.P.A. 3.7/4.0 - June 2001

References upon request

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