Christa A. Duggan
LEARNING AND DEVELOPMENT PROFESSIONAL
Proven leader with a successful record of closing performance gaps and driving business results. Experience creating and implementing learning solutions that improve customer satisfaction, improve employee engagement and reduce costs. Significant experience with leadership development, instructional design, consulting, facilitation, change management and project management. Trusted advisor who facilitates cross-functional collaboration and innovative solutions. Diversity and Inclusion champion.
Delivery and Instructional Design
Coaching and Leadership Development
Project Management Skills
Diversity and Inclusion
Problem Solving Skills
Adult Learning Theory
Liberty Mutual Insurance
Training Manager II, Group Benefits Claims, Chicago, IL 2016 –2018
Selected to create and lead a new Learning Services team accountable for Disability, Life, Absence Management and Voluntary Benefits Claims organization compliance, technical and case management training programs.
Consulted with senior leaders to create and institute a national training program that decreased training expenses by 60% while increasing the number of new hire participants by 83%. This initiative was key to supporting the business’ strategic direction.
Conducted needs analysis and job task analysis to transform the Claims training curriculum, resulting in case managers being productive 30 days sooner.
Established the first comprehensive measurement and evaluation strategy which provided data to evaluate case management new hire effectiveness and employee engagement.
Collaborated with the Knowledge Management team to create a performance support tool for case managers.
Led team which identified and developed a cross-functional core product and services curricula creating a common branded program and saving 260 hours of development time.
Supported business initiative to grow a new product, Accommodation Services, by deploying an online product training creating 100 hours of instructor capacity.
Led project team that drove rebranding of training content due to acquisition.
Leadership Development Co-Lead–Employee Resource Group (ERG), Chicago, IL 2017 – 2018
Led the team providing talent planning and leader development for the Pride@Liberty leadership team.
Conducted the first annual talent planning sessions for any Liberty Mutual ERG to identified and eliminate succession gaps.
Created and executed a leadership develop program that provides a platform for Senior Leaders to share their insight on diversity and inclusion topics with front line leaders to improve volunteer engagement and support leadership succession goals.
509-***-**** Christa A. Duggan Page 2
Senior Training Specialist, Claims Career Academy, Liberty Lake, WA 2013 – 2016
Designed, delivered and facilitated Personal Insurance Claims Leadership training curriculum for 800 US Consumer Markets managers throughout the country. Led the team that created a comprehensive deployment curriculum and training plan to facilitate the leadership transformation to a Lean organization.
Designed and deployed the first Leading Virtual Teams curriculum at Liberty Mutual.
Designed and deployed a virtual led curriculum, Let’s Connect, that provided 800 front-line Claims managers the opportunity to engage with and learn from the Executive team.
Facilitated cross-functional A3 problem solving sessions with enterprise claims leaders to identify performance gaps and drive performance improvements.
Manager, Inside Auto Claims, Liberty Lake, WA 2007 – 2013
Responsible for all aspects of managing an auto liability team of claims adjusters, including selection, onboarding, development and coaching of staff.
Achieved the highest quality scores in the region.
Served as Arbitrator for state of WA Department of Insurance.
Project leader for an initiative that improved Customer Satisfaction ratings in the CA region 4%.
Project leader for an initiative that improved average number of rental days paid from below industry average to meets or exceeds industry average.
Developed and implemented training and process improvements for contractor staff which increased file handling production 5% weekly.
ADDITIONAL LIBERTY MUTUAL POSITIONS
Manager, Contact Center Supervising Underwriter, Personal Lines
Bachelor of Business Administration, Gonzaga University, Spokane WA
Consulting Skills Certification, ATD
Master Instructional Designer Certification, ATD
Spokane Hoopfest, Former Operating Committee Member
Junior Achievement, Classroom Facilitator
Crosswalk, Monthly Meal Provider for high risk youths