Loss Control Quality Assurance
Resume:
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CRAIG WALTERS
Insurance Claims Professional
PROFESSIONAL SUMMARY
Insurance Claims Professional with over 22 years of extensive expertise in claims handling, quality assurance, and risk management, recognized for transforming underperforming teams into top national performers. Demonstrates visionary leadership in leveraging industry knowledge to enhance operational efficiency and customer satisfaction through innovative strategies and collaborative team success. Committed to driving service excellence and fostering a culture of continuous improvement in the insurance sector.
EMPLOYMENT HISTORY
MODERATE AND LARGE LOSS COMPLEX OUTSIDE ADJUSTER Nov 2023 - Mar 2025 Allstate Insurance Birmingham, AL
LOSS CONTROL FIELD SPECIALIST Jun 2023 - Nov 2023
Sedgwick Loss Control Services Birmingham, AL
Responsible for conducting on-site safety assessments, developing, and implementing safety plans, and providing safety training and education. I have a strong understanding of safety regulations and standards, as well as experience in risk management and loss control.
Responsibilities:
• Analyze and assess the risk of loss for clients.
• Develop and implement loss control programs to reduce the risk of loss.
• Conduct on-site inspections to identify potential hazards and recommend corrective action.
• Provide training and education to clients on loss control practices.
• Develop and implement safety policies and procedures for clients.
• Analyze data to identify trends in losses and develop strategies to reduce losses.
• Provide technical advice to clients on the best practices for loss control. PROPERTY CLAIMS TEAM MANAGER Mar 2014 - Oct 2021
Liberty Mutual/Safeco Insurance Indianapolis, IN – Birmingham, AL Property Claims Team Manager for Indiana, Southern Michigan, Alabama, Mississippi, and Louisiana. After completing my role as a QA/Business Analyst, I was asked to transfer to Indianapolis, IN to take over Indiana, Michigan, Ohio and Illinois as the Regional Claims Manager, due to Customer Service issues and Employees not meeting goals. After three years in Indianapolis, my Team became number one in the country, and I was asked to move again, this time to Birmingham, Alabama. This region consisted of MS, AL, and LA. After six years of mentoring and coaching numerous teams, I received several awards as did my team for their excellence in customer service and metrics. This Team was also number one in the country for their Customer Service and Performance. Handle complex claims, ensuring timely resolutions and client satisfaction. Investigate losses, providing accurate assessments for efficient processing. Collaborate with teams to improve claim handling and operational efficiency. Resolve large loss claims, improving claim cycle times and customer loyalty. Provided guidance and support to clients throughout the claims process, building trust and ensuring clear communication. Managed high-stakes claims, achieving timely resolutions that enhanced client satisfaction and retention. Conducted thorough investigations on large loss claims, providing accurate assessments that expedited processing and resolved disputes.
Guided clients through the complex claims process, fostering trust and ensuring transparent communication for better experiences.
Maintained comprehensive records of claim activities, ensuring compliance and enhancing the accuracy of financial reporting.
Led comprehensive investigations on large loss claims, expediting processing and significantly enhancing client satisfaction through timely resolutions.
Additionally, I was selected to become a trainer for the Root Cause Problem Solving Team. (RCPS) In this role, I was a coach, mentor, and trainer to assist managers identify problems, define the root cause, and find solutions to their problems in a managed way.
PROPERTY CLAIMS SPECIALIST - QA Feb 2003 - Mar 2014 Liberty Mutual/Safeco Insurance Seattle, WA
My career at Safeco/Liberty Mutual began as a National Catastrophe Field Examiner. Within six months, I was promoted to a Field Team manager with the Catastrophe Team and remained in that position until 2008, when I joined the Safeco Quality Assurance team. After a few years at that position, I was transferred to a Claims Team Manager to train, mentor, and provide guidance and assistance to Teams who were not meeting their goals. EDUCATION
BACHELOR OF SCIENCE: POLITICAL SCIENCE/ENGLISH
University of Southern Mississippi Hattiesburg, MS COURSES
CERTIFIED ROOF INSPECTOR
HAAG
AIC ASSOCIATE IN CLAIMS
Insurance Institute of America
SKILLS
Claims Management (Experienced), Customer Service (Expert), Team Leadership (Expert), Risk Assessment (Expert), Quality Assurance (Expert), Excel (Expert), Word (Expert), PowerPoint (Expert), Xactimate (Expert), Loss Control (Experienced), Safety Management (Experienced), Claims Investigation (Expert), Property Claims (Expert), Virtual, Desk, and Field Inspections (Expert).
ADDITIONAL INFORMATION
PROFESSIONAL LICENSES
AL, CT, DE, FL, KY, LA, NH, NM, NC, OK, RI, SC, TX, VT, WY
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