Claims Manager

Russell Maida

*** *** **. ****, ** ***** 860-***-**** acr772@r.postjobfree.com

Claims Manager

Personal Lines Casualty Claims / Litigation / Operations

Respected Manager with distinguished and extensive experience in the development and overall daily operation of a casualty claim unit. Ensure that claims are processed in accordance with performance standards. Deliver tactical direction and aids in building relationships with agents and insured clients. Possess a strong entrepreneurial spirit; thrive in both cross-functional team and autonomous environments. Able to swiftly recognize and assess training needs and deliver corresponding feedback. Seek to continually improve file quality, customer service, and cost management efforts. Establish and sustains relationships with coworkers, business partners, clients, agents, regulatory agencies and other stakeholders to surpass organizational goals and create improved outcomes.

Core competencies include:

Strategic Planning & Analysis

Customer Service & Satisfaction

Process Improvement Measures

Communication & Negotiations

Cross-Functional Teamwork

Leadership & Supervision

Talent Recruitment & Staffing

Training & Professional Development

Critical Thinking & Problem Solving

Time Management & Organization

Microsoft Office Suite

Insurance Software & Technology

Professional Experience

SAFECO INSURANCE COMPANY, Farmington, CT

CLAIMS TEAM MANAGER (2002 – Present)

Oversee the performance of a team of six diverse, full-time professionals. Lead and motivate team members, as well as deliver technical direction with an emphasis on performance management. Manage the litigation involved in all processed claims in a professional and organized manner. Serve as a subject matter expert and authority in setting both team and individual goals within the larger staff group. Report statistics on a quarterly basis to management personnel; includes the analysis of staffing patterns, as well as the progress status for team and individual objectives.

Selected accomplishments:

Direct and train personnel to adhere to claims processing and management best practices

Devised communication guidelines in order to successfully complete work in a telecommuting environment; created and executed PIP standards and best practices

Developed and set forth customer service initiatives that aimed to increase retention levels

MURDOCK CLAIM MANAGEMENT COMPANY, Windsor, CT

DIVISION MANAGER (2000 – 2002)

Managed and coached 30 Claim Handlers and Front Line Managers. Authored and put into place various best practices used to process claims and manage personnel.

Selected accomplishments:

Increased quality results via execution of claim processes and quality reviews with quantifiable results

Substantially reduced customer complaints in the no-fault claim handling unit by introducing no-fault best practices and developed a total loss claim handling unit

Developed a comprehensive two-week trainee program that focused on preparation for state licensing

THE HARTFORD INSURANCE COMPANY, Farmington, CT

TEAM LEADER (1994 – 2000)

Handled personal lines homeowner and automobile claims. Assessed the performance results of a diversified team of 10 professional staff members; also provided team members technical direction with an emphasis on coaching, feedback delivery and professional development. Established team goals in order to meet or exceed previously established Claims Department goals. Tracked, analyzed and reported performance results for review by superiors.

Selected accomplishments:

Took a lead in developing and executing various special projects that directly related to the Claims Department’s overall operating plan

Trained and instructed team leaders and team members in a hands-on manner; remained available post-training to follow up on any team questions, concerns or suggestions

FIREMANS FUND INSURANCE COMPANY, Avon, CT

BRANCH OFFICE GENERAL ADJUSTER (1987 – 1994)

Spearheaded the coordination of all structured settlement activities within the Claims Department; included authoring required progress reports for management personnel review. Personally specialized in the areas of commercial auto, product liability, extra contractual and excess liability claims, as well as coverage issues involving assertions of sexual harassment, wrongful discharge, and personal/advertising injury.

Selected accomplishments:

Effectively managed a high-exposure caseload of commercial auto and liability claim files using excellent organizational skills and strong commitment to customer service

Appeared at numerous trials and mediations on a regular basis to represent the company in a dignified and professional manner

Education & Credentials

C. W. POST COLLEGE

Bachelor of Arts in Criminal Justice

INSURANCE INSTITUTE OF AMERICA

Associate in Claims

AMERICAN EDUCATIONAL INSTITUTE

Senior Claim Law Associate

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