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Training Manager, Personal Lines Claims, Customer Service

Renton, Washington, United States
January 18, 2018

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Aisha C. Eason

**** ********* ***. ** #****, Renton, WA 98056~678-***-****

Claims Risk Minimization Manager

A claims career professional with over 15 years of experience and education in managing claims departments with a variety of developed skills to meet revenue targets with efficiency. Specifically qualified to manage personal, structure IT network update projects, update database management systems, and the development of problem-solving research and investigations. A manager with the ability to organize teams and tasks, train personal in claim investigations, develop claims tracking systems, and the development of adjustment strategies within the scope of a rapidly changing legal framework. A seasoned insurance professional who understands the current regulatory environment and has the technological background that will streamline business processes and improve revenue flow. Poised to enter any management position and capable of analyzing holes in business project flow procedures, forecasting internal structural needs, and managing teams and with applicable IT skills required to meet project goals.


IT Skills

Java/Visual Basic, HTML/DB2, SQL database development and maintenance

Network administration and updates

Data Communications

Experienced with Microsoft Office Suite, AS/400

Master of Science Business Administrator candidate (Pending Completion)

Bachelor of Science, Business Administration in Computer Systems 2002

Project Management/Claims Strategy Skills

Ability to forecast consumer needs and develop and manage targeted project teams.

Scope of work development and project flow tracking procedures.

Data mining and auditing skills.

Development of training manuals, technical writing skills.

Executive Certified Project Manager 2009

Liability determination expertise

Settlement negotiations

Investigative claim strategies

Liability minimization strategies

Injury claims investigative specialist and trainer

Business Analyst Skills

Understanding of product market and targeted business approaches.

Records management/document flow

Risk exposure and cost/benefit analysis.

IT system utilization for asset/cost tracking.

Accounts receivable tracking

Development and presentation of progress reports.

Consumer needs forecasting.

Regulatory agency experience.

Business plan development.

Market research experience.


Claims Adjuster Training Manager

State Farm Insurance Company, Englewood, CO 2016-present

Industry case law specialist responsible for training adjusters on claim handling in a rapidly changing legal environment. Created the 2017 Bodily Injury Presentation which was presented at the national conference of insurance adjusters. Guest on State Farm Podcast titled “How to Become a Bodily Injury Adjuster and Training Tips. The courses I developed provide a thorough look at the process of handling bodily injury claims, from injury and treatment evaluation to the specific techniques associated with managing common injury claims.

Claims Analyst Specialist

State Farm Insurance Company, Seattle, WA 2014-present

Recruited as a contractor to assess automobile and property claims, conduct investigations, negotiate settlements, and mediate client interactions. Application of Washington State negligence laws and insurance regulatory requirements in the investigation and settlement of claims, particularly fraudulent claims. Assisted in the update of data mining procedures and risk analysis processes.

Causality Business Specialist

Liberty Mutual Insurance, Duluth, GA 2013-2014

Supervising analyst for IT system upgrade enhancements. Acted as problem issue

point of contact for causality team. Able to focus team on consumer need resolutions while enhancing process effectiveness and minimizing operating costs.

Claims Adjuster Investigation Specialist

Access General, Atlanta, GA 2009-2013

Conducted complex claim investigations by analyzing regulatory guidelines, legal

exposure risks, and consumer communication and negotiations. Utilized multiple corporate IT systems to evaluate comparative data and perform risk analyses to reach beneficial claims adjustments specific to each case.

Claims Benefit Examiner

Omni, Marietta, GA 2008-2009

Responsible for claims adjustments based upon regulatory restrictions, company policy guidelines, risk exposure analysis, and performing client mediations. Performed cost/benefit

analysis utilizing IT systems and data analysis.

Geico, Macon, GA 2002-2008

Senior Underwriter 2002-2003

Recruited to develop defensive driver program to minimize risk. Performed data

analysis to find holes in current program and worked with the National Safety

Counsel team to develop effective strategies to obtain goals. Able to

reduce division costs by $75,000 in a period of one year.

Customer Service Supervisor 2003-2006

Promoted to position of supervisor of call center team. Developed management procedures and processes utilizing project management strategies. Trained staff and monitored call center data utilizing IT systems.

Liability Analyst 2006-2008

Promotion to lead analyst and developed project teams to examine data and procedures for personal injury claims, medical liability issues, and arbitration and mediation

processes in order to minimize claim risks.


Georgia Southern University, Statesboro, GA

Bachelor of Business Administration, Computer Information Systems, 2002

GPA 3.5

DeVry University, Keller School of Business

Masters of Business Administration, in progress

GPA 3.8

Kaplan University

Executive Certification in Project Management, 2009

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