Manager Customer Service

MELISSA A. STETSER

Tampa, FL ***** 813-***-**** ********@*****.*** https://www.linkedin.com/in/melissa-stetser CLAIMS MANAGER COMPLIANCE SPECIALIST PROJECT LEADER Accomplished Insurance Claims Manager and Consultant who creates solutions to increase efficiency of process management and workflow optimization across full range of commercial and personal lines of business. A tenacious self-starter who operates with a sense of urgency and thrives in a fast-paced environment with multiple, changing priorities. Develops strong teams and delivers results through partnerships and collaboration. MBA who is a skilled communicator and excels in solving critical technical problems. Special Expertise:

General Liability Commercial & Personal Auto Employers & Professional Liability Casualty Worker’s Compensation Claim Expense & Cost Containment Coverage & Settlement Analysis Vendor Management Process Development Project Management Driving Higher Customer Satisfaction Staffing Analysis & Models PROFESSIONAL EXPERIENCE

FLORIDA INDEPENDENT COLLEGES AND UNIVERSITIES RISK MANAGEMENT ASSOCATION 2016 – 2017 Director of Claims 2016 – 2017

Responsible for oversight of multiple different lines of commercial general liability and workers compensation claims within a Self-Insured Risk Retention Pool consisting of private universities and colleges with aggregate assets exceeding $3.6 billion and more than 18,000 employees.

Oversaw administration of large commercial liability and workers compensation claims through third party administrators and individual institution’s risk managers

Oversaw and directed catastrophic claims to ensure each school had the necessary resources to mitigate damage including partnering with water mitigation vendors, fine art specialists, facilities managers, I/T and others to ensure member schools were back on line as soon as possible

Responsible for overseeing and evaluating the performance of TPA vendors including meeting SLAs, assuring best file outcomes, and providing satisfactory levels of customer service

Collaborated with defense counsel, risk managers and adjusters in developing claim defense and settlement strategies

Ensured TPA and institution adherence to claims handling protocols

Worked with excess carriers in developing handling strategies for all high exposure losses including severe injuries for complex commercial auto liability, general liability and workers compensation claims

Possessed claim settlement authority of $1 million

- Developed more effective subrogation and recovery procedures driving net positive revenue CHUBB GROUP OF INSURANCE COMPANIES 2009 - 2016

Assistant Vice President & Senior Claim Analyst 2010 – 2016 Internal business consultant in the company’s Claim Strategic Planning Group responsible for developing and implementing strategic solutions for the entire Claim organization through process mapping, division of labor, ensuring proper resource allocation, consolidating and minimizing tasks.

Served as project manager and claim business liaison for Digital Disbursements project which digitized indemnity payments to first and third-party claimants

- Developed workflows, training documents, claim eligibility guidelines and created project metrics to determine customer acceptance and satisfaction

- Calculated rates of acceptance/rejection, captured payment cycle time and customer comments via surveys

- Aggregated and analyzed results and made recommendations to senior leaders. MELISSA A. STETSER Page 2

CHUBB GROUP OF INSURANCE COMPANIES (continued)

Directly responsible for managing all project team members due to dotted line reporting relationship; teams often comprised of 20 or members within several departments including department heads and company officers; duties included writing performance evaluations, monitoring and reporting on project participation and output quality

Streamlined and improved multiple processes in Auto Material Damage Unit ranging from removing redundant tasks, pushing down tasks better suited for assistants, and crafting an early total loss recognition protocol enabling adjusters to identify total loss vehicles earlier in the handling process; efforts greatly reduced towing and storage costs and mitigated further damage and wear allowing vehicles to retain more of their value greatly increasing salvage sale prices.

- Recovery Unit saw a net profit of $250,000 when previously operated at a net loss.

Led project to outsource auto damage estimating for personal and commercial auto claims through a third- party vendor using damage photos taken and submitted by customers via an app; responsible for developing all workflows, handling guidelines and as sole SME on team conducted all quality assurance reviews

- Achieved referral rates exceeding 35% ultimately lowering indemnity dollars or “leakage” and reducing ALAE expenses by eliminating need for independent appraisers

Managed project team in examining over 2000 vendors with whom Chubb Claims did business to determine dollar payouts, compliance with contract requirements and re-writing contracts where necessary Claim Analyst 2009 – 2010

Re-engineered claims-handling workflows for Professional Liability Claims Unit that focused on dividing labor in relation to examiner skill sets along the life cycle of a claim creating efficiencies

- Crafted decision trees enabling lower pay-banded Operations staff to identify claim complexity level in order to assign claims; change alleviated the need for the claim supervisors to assign.

- Efforts led to a 22% increase in workload capacity while directly reducing labor costs

- Managed project team in locating an after-hours call vendor to handle initial reported losses after regular business hours. Authored incoming first notice of loss call script so claim could be accurately routed to the correct handling office

- Realigned E&O Unit by pushing low-complexity claims down to examiners with commensurate skill sets; efforts saved <$100, 000 in human capital costs yet increased handling efficiencies PROGRESSIVE CASUALTY INSURANCE COMPANY 1995 - 2009 Claims Quality Assurance & Process Compliance Manager 2008 - 2009

Directed project team that coordinated with senior field claims managers in implementing a company-wide claims handling initiative

Claims Adjuster/Supervisor/Senior Field Claims Trainer and Developer 1995 - 2009 EDUCATION

M.B.A., Management, Embry-Riddle Aeronautical University, Daytona Beach, FL B.S., Marketing Management, University of Akron, Akron, OH MILITARY SERVICE

U.S. Army - Active Duty and Reserve, Legal Specialist Judge Advocate General (JAG) Corps LICENSES & PROFESSIONAL DEVELOPMENT

Florida 6-20 All Lines Adjuster/Chubb Business School Graduate

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