ELIZABETH R. JONES

Pewaukee, WI ***** abl51h@r.postjobfree.com

262-***-****

PROFESSIONAL SUMMARY

Efficiency expert and strategic planner in insurance claims environment

Highly motivated Claims Manager working in a Fortune 100 company with more

than 25 years of insurance claims experience. Reputation for strong

interpersonal communication skills, decision-making involving risk, and

consistently meeting or exceeding goals. Excels at training and building a

customer-focused work group to produce consistent results in severity

management of bodily injury claims. Able to focus on priorities;

identifying critical issues and developing objectives. Extensive

knowledge in law/policy interpretation and application, litigation and

dispute resolution. Enjoys working with culturally diverse population from

all socioeconomic levels. Operates from a firm ethical base and with a

high level of integrity. Key strengths:

Customer service Training and development

Organized / detail-minded Leadership / team building

Auto insurance industry Process improvements

PROFESSIONAL EXPERIENCE

ALLSTATE INSURANCE COMPANY, Brookfield, WI 1984-2010

Nation's largest publicly held personal lines insurer; with $156B in

assets.

Recognized as strategic problem solver; capable of quickly analyzing and

synthesizing information; consistently promoted to positions of increasing

responsibility.

Frontline Performance leader/Casualty Unit Manager (2006-2010)

Responsible for all technical and administrative management for 10

employees handling bodily injury claims involving plaintiff attorneys.

Responded to customer and/or insurance department inquiries in timely and

accurate manner. Ensured that processes were followed to provide fair

settlements or claim resolutions, customer satisfaction and excellent cost

management.

. Oversaw settlements of bodily injury claims totaling ~$20M/year.

. Reduced pending claim files in work group 25% in one year.

. Developed staff to highest level of advancement available.

. Developed litigation plans with adjusters by participating in

Litigation Meetings with attorneys, claim representatives, and

evaluation consultants on individual files to manage risk to ensure

each claim was handled efficiently - benefitting both policy holder

and company.

. Collaborated with cross-functional teams and initiated process

improvements, including creating new Excel spreadsheets to develop

monthly reports providing trend analysis to upper management, which

enabled understanding of targets/goals vs. regional statistics.

. Developed Excel spreadsheet to manage performance of customer service

measurements, which was adopted by auto adjuster group.

. Wrote and implemented successful action plans to respond to changing

market or internal conditions, e.g., increase in severity of claims,

vacation/disability back-up, pattern anomalies, negative trends

reported by customer phone surveys, etc.

Allstate insurance Company, cont'd.

Casualty Review Specialist (1999 - 2006)

Provided third party bodily injury authority to 13 casualty adjusters on

>1K files annually. Collaborated with cross-functional teams to develop

effective negotiation strategies and litigation plans. Ensured compliance

with company practices, procedures, applicable laws and regulations.

. Recognized as Subject Matter Expert (SME) for structured claim

settlements.

. As a result of aggressively contacting brokers, analyzing quotes, and

on-going training and development of casualty adjustors, increased

settlements to ~$1M (from ~$1K), exceeding company initiative and

becoming only office in Midwest region to hit $1M.

. Created training program using hands-on case examples; training 14

casualty adjusters in damage evaluation, negotiations and claim file

documentation.

Casualty Staff Claim Service Adjuster (1993-1999)

Verified and analyzed data used in settling claims to ensure that claims

were valid and that settlements were made according to company practices

and procedures. Investigated coverage, liability and damages on third

party casualty files. Assisted policy holders, claimants, and agents with

claim and/or policy questions.

. Evaluated and negotiated third party injury claims with plaintiff

attorneys.

. Handled lawsuits, time and policy limit demands.

. Created successful litigation strategies with defense attorneys.

. Wrote referrals to HQ for large claims up to $1M.

Casualty Unit Manager, Chadds Ford, PA (1986-1993)

Responsible for all technical and administrative management for 11

employees handling third party bodily injury claims involving attorneys and

first party med pay claims.

. Conducted training for all casualty employees in 3 state regional area

in new computer-based medical bill review system.

Claims Adjuster, Chadds Ford, PA (1984-1986)

Investigated and settled personal lines, homeowner and bodily injury claims

in various adjuster positions. Responsibilities included coverage

investigation, keeping the insured informed, resolving liability and

reaching amicable settlements.

EDUCATION

Bachelor of Science, Business Administration, University of Delaware,

Newark, DE

COMPUTER SKILLS

. Colossus Evaluation Tool

. MS Word, Outlook, Excel

. Windows 98, Windows Vista, Windows 7

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