PROFESSIONAL SUMMARY

Highly motivated Auto Insurance Claims Supervisor with over 11 years of experience, specializing in non-standard insurance covering more than 12 states and multiple policies. My expertise spans the entire claims process, from initial assessment to settlement, with a focus on delivering outstanding customer service, minimizing fraud, and maximizing efficiency. Skilled in effectively leading a team of claim adjusters, analyzing claim data to identify trends, and improve processes.

EDUCATION

Marietta College Bachelor of Applied Science (BAS)

CORE COMPETENCIES

Communication, Risk Management, Quality Assurance Analysis, Staff Development, Customer Service, Training, Negotiation, Regulatory Compliance

PROFESSIONAL EXPERIENCE

Bristol West Insurance

Liability Claims Supervisor 1/2018 – 8/2023

Lead and developed a team of adjusters managing the investigation, adjudication, quality, accuracy, and timely resolution of claims.

Used various metrics including 24hr contact, phone queue availability, days to move, and disposition rate to evaluate performance and identify problem areas in advance of them becoming customer service issues.

Promote and advocate business unit goals and objectives, aligning with broader claims functional goals.

Resolve customer complaints, problems, and coverage questions that required escalation.

Continuously develop talent by creating opportunities for direct reports to grow and strengthen new skills.

Have a track record of former direct reports who developed into Supervisors, attorney represented claims representatives, Special Investigators, and top performers within their segments.

Conflict resolution and outstanding leadership skills with a purposeful attention to detail.

Holds representatives accountable for actions and non-actions and proficient in creating a grow plan and/or action plans for correction.

Bristol West Insurance

Total Loss Supervisor 8/2016 – 1/2018

Hired, trained, developed, and managed representatives, established and monitored goals, conducted performance reviews.

Managed a team of 8 representatives and salvage clerks.

Assisted employees with daily tasks and complex problem solving.

Improved office operations and efficiency gains by automating offer letters along with the necessary state required documents and implemented new motor vehicle report website.

Developed a highly efficient salvage administrator that assisted with moving salvage inventory, utilizing inventory reports and salvage reports.

Coordinated with salvage vendor, COPART, to correct paperwork discrepancies and completed special processing if warranted in order to secure a return on the salvage.

Bristol West Insurance

Fire Theft and Vandalism Supervisor 1/2015 – 8/2016

Managed a team of Liability and Fire Theft & Vandalism claims adjusters handling multiple states.

Reviewed policy services portal and coordinated with underwriting, agents, and upper management on coverage concerns.

Coordinated investigations with the Special Investigating Unit, law enforcement, coverage counsel, and the National Insurance Crime Bureau.

Reviewed fact of loss to the actual damages verifying that they match up.

Supervised the handling of unrecovered thefts, complete and partial burns, and vandalism claims.

Identified questionable claims and coordinated a case management plan for moving forward while still maintaining company and state compliance.

Bristol West Insurance

Auto Property Damage Claims Supervisor 8/2013 – 1/2015

Recruited, managed, and mentored a staff of field appraisers for the states of Texas and Colorado.

Served as the liaison and problem solver between agents, customers, and the claims department.

Completed side by side/ride-a-longs to provide instant feedback, and logged audit results in CCC estimating system to foster employee growth and development.

Coordinated with local shops, agents, and claims offices to set up drive ins for CAT events.

Bristol West Insurance

Liability Claims Supervisor Attorney Represented and Extended Handler 7/2012 – 8/2013

Lead a mixed team of Liability Adjusters and Attorney Represented Adjusters

Accurately evaluate and determine settlement of complex specialty claims.

Oversaw the investigation, adjudication, quality, accuracy, and timely resolution of claims with attorney involvement or high exposure and complex cases.

Coordinated and supervised assignments, coverage analysis, reserve accuracy, effectiveness of negotiation, and resolution of claims.

Provide technical assistance to members of staff and assist them with the dispositioning of claims with attorneys, insureds, and claimants.

Audited the compliance of Medicare and ISO reporting aligning with their requirements.

Authorized and monitored litigation assignments.

Identified individual behavior and performance opportunities, provided feedback, established corrective action or performance improvement plans, and maintained documentation.

Mentored and facilitated the career development of my team.

Bristol West and Farmers Insurance

Litigation Claims Representative 1/2009 - 7/2012

Worked with defense counsel on high exposure and/or claims in litigation to achieve favorable outcomes.

Directed defense counsel’s strategies, worked with counsel to acquire appropriate paper discovery, determine necessary depositions, and retains experts.

Appeared as Corporate Representative at depositions, mediations, and trials.

Monitored defense counsel’s compliance with the Company’s Litigation guidelines and adherence to the agreed to case management plan.

National Projects

Warm Transfer and Assignment Equity Multiyear Project

Assist in reviewing assignment equity and phone queue system. Determine what qualifies, when, and how the call gets handed off directly to the assigned representatives.

Avaya Call Queue System

Represented the Texas Office on the project team and designated as the Subject Matter Expert.

Jabber Rollout

Prepared office for roll out, testing, and implementation of new system from Cisco IP Communicator to Jabber that lead into Auto-Answer project.

Auto-Answer Phone Queue System

Implemented a streamlined process for Warm Transfer calls.

Implemented and Managed a Floater Role - TAG Team

Consisted of Liability claims representatives who would step in for their peers while out of office.

Accomplishments

Team awarded Office Quality Champions out of 16 teams.

In 2023 recognized by upper management and national QA team as “Leader of the Pack” acknowledging my team had no exceptions taken for coverage, customer service, and financials in audits.

National Excellence Award finalist for Quality, Customer Service, and Teamwork.

Licensed

TX, OK, NM, LA

Legal Principles Claim Specialist designation.

Affiliations

Black Professional Alliance member

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