Claims Project & Program Management Leader
Resume:
COURTNEY BOOKER, PMP CSM
Claims Project & Program Management Lead Consultant Process Optimization
586-***-**** ***************@*****.*** Houston, TX SUMMARY
Strategic and solutions-driven Claims Project and Program Management Lead Consultant with 7+ years of progressive experience leading high-volume property and casualty claims programs, driving process improvements, and managing cross-functional teams through complex project lifecycles. Proven expertise in claims operations, team leadership, risk management, and stakeholder engagement across CAT deployments and enterprise-level initiatives. Recognized for achieving measurable results through influence, clear communication, and strategic alignment of project goals with business priorities. EXPERIENCE
Claims Project Lead / CAT Team Manager
Ryze Claims
01/2024 - 11/2024 Houston, United States
Directed end-to-end coordination of CAT property damage claims projects, managing a team of 15+ desk adjusters handling over 250 claims weekly.
Achieved 98% compliance with file update standards by implementing workflow audits and progress monitoring tools. Established structured communication protocols that improved customer satisfaction ratings by 22% across assigned regions. Streamlined communication processes to keep customers informed of claim statuses and resolutions. Conducted regular quality control checks to confirm claim readiness for workup, reducing processing delays and increasing operational efficiency.
Resolved escalated client inquiries by providing clear, timely communication and ensuring appropriate next steps and follow-up. Reviewed complex claim files for quality assurance and compliance with TPA standards, internal protocols, and carrier guidelines. Provided guidance and support to team members fostering a collaborative and performance driven work environment. Conducted quality assurance reviews to validate claim accuracy and adherence to carrier standards, reducing rework by 30%. Led post-deployment evaluations and implemented corrective action plans to optimize claim cycle time and operational throughput.
Mentored and developed a team of property claims adjusters, offering coaching and feedback to improve accuracy, productivity, and professional growth.
Mentored and developed new adjusters, improving overall team productivity and first-pass resolution rates. Quality Control Lead – Scoping & Claims Operations Tidal Basin Group – Remote / Houston, TX
04/2023 - 03/2024
Oversaw quality control operations for property claims, ensuring 100% compliance with client and TPA requirements. Developed and delivered training programs for adjusters on documentation accuracy, scoping standards, and estimate validation, reducing error rates by 25%.
Utilized MS Office Suite (Word, Excel, Outlook) to maintain documentation, analyze performance trends, and manage communications.
Led weekly leadership syncs to review project KPIs, resource allocation, and milestone progress, resulting in improved SLA performance.
Provide training programs session and coached one on ones for performance improvement. Designed and implemented workflow enhancements that increased claims throughput by 18% without additional staffing. Led process improvement initiatives, identifying workflow inefficiencies and implementing solutions to increase team productivity. Coordinated weekly progress meetings with leadership and stakeholders Partnered with executive stakeholders to identify process risks and mitigate operational gaps through data-driven recommendations.
Managed daily claims operations, including assignment distribution, file reviews, and ensuring timelines were met in line with client SLAs.
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EXPERIENCE
Desk Adjuster & Supplements Specialist
Cross Country Adjusting
04/2021 - 04/2023
Managed a high-performing team of 12 adjusters overseeing residential and commercial claims across multiple states. Improved claim resolution time by 20% by introducing standardized daily review templates and progress tracking dashboards. Provided governance oversight for claim documentation and field operations, ensuring audit readiness and client satisfaction. Collaborated with senior leadership to align deployment resources with forecasted CAT volumes, optimizing coverage efficiency. Responsible for employee time cards and PTO requests, notifying Management as necessary Served as escalation lead for complex claims, achieving 95% positive resolution rate through effective negotiation and root-cause analysis.
Contribute toward continuous improvement and innovation at process and procedure level Acted as the escalation point for complex cases and customer disputes CAT Desk Adjuster & Supplements
CCAdjusting
12/2020 - 04/2021
Managed property catastrophe claims using Xactimate and Symbility, maintaining consistent adherence to SLAs and quality standards.
Coordinated with vendors, field adjusters, and insureds to streamline claim settlements, improving communication turnaround by 35%.
Drafted coverage determination letters and reviewed attorney-represented claims, ensuring compliance with policy language. Identified data inconsistencies and provided process recommendations that enhanced accuracy in claim reporting systems. Property catastrophe claim desk adjusting experience and maximized experience handling public adjuster and attorney represented claims
Strong skills in managing and coordinating vendors, field adjuster, insured representation, and other parties to ensure each claim is properly settled
Estimating Specialist
1st Source Adjuster Firm
08/2019 - 2020 Houston, Tx
Experience in Restoration, Insurance, and Construction Industry Ongoing communication with Project Managers and Project Manager Assistants Prepared detailed Xactimate estimates for property repair and replacement, resulting in 15% faster settlement approvals. Knowledge of home construction
Strong customer connection/service skills
Strong oral and written communication, including presentation skills Collaborated with project managers to validate field reports and ensure consistent documentation of claim scope and cost. Negotiated settlements with claimants and insurance carriers, maintaining 98% compliance with internal and external audit standards.
Prepares report of findings and negotiates settlement with claim Denies, settles, or authorizes payments to property claims based on coverage, field reports, and verifiable damage Supported claims data reporting for leadership review, identifying trends that informed process refinements. EDUCATION & CERTIFICATIONS
Project Management
Project Management Institute
2023
Bachelor of Science (B.Sc.) in Psychology
Prairie View A&M University
2009 Prairie View, TX
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EDUCATION & CERTIFICATIONS
Certifications
Project Management Institute
Project Management Professional (PMP) – Project Management Institute (PMI). Certified Scrum Master (CSM) - Scrum Alliance.
Project Management Essentials Certified (PMEC) - Management and Strategy Institute (MSI). ITIL version 4 (ITILv4) Certified - Axelos.
Six Sigma Green Belt certification (SSGB).
Practical Application of Generative Artificial Intelligence (Gen AI) for Project Managers - Project Management Institute (PMI). Artificial Intelligence Fundamentals - International Business Machines (IBM). TECHNICAL SKILLS
Claims & Estimating Platforms: Xactimate (X1, X28), Symbility, XactAnalysis, FileTrac, Guidewire ClaimCenter, CCC One, NextGen, Exactware.
Project & Program Management Tools: Smartsheet, Microsoft Project, Jira, Confluence, Trello, Asana, Monday.com, Azure DevOps
Data & Analytics Tools: Microsoft Power BI, Tableau, Excel (Advanced Formulas, Pivot Tables, Dashboards), SQL (Basic Queries), Google Analytics.
Business & Collaboration Platforms: Microsoft Office 365 Suite (Word, Excel, PowerPoint, Outlook, Teams), SharePoint, Google Workspace, Cisco Webex, Zoom.
Process & Quality Management: Lean Six Sigma Tools (DMAIC, SIPOC, Process Mapping), ITIL Service Management Tools, QA Auditing Dashboards, KPI Tracking Systems.
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