Operations & Project Leader - Mobility Migration Expert

Professional Summary

Dynamic and accomplished professional with over 25 years of comprehensive experience in business operations and project management, with a specialized focus on mobility migration projects in the last 15+ years. Detail-oriented with professional experience in scheduling, advising, investigating, negotiating and evaluating. Proven ability to manage complex caseloads while delivering exceptional service and minimizing risks. Development Manager skilled in budgeting, scheduling, and managing resources to ensure timely project delivery. Strong communicator with a proven track record of improving processes and ensuring client satisfaction. Proven track record of driving operational excellence, leading cross-functional teams, and delivering successful project outcomes on time and within budget. Adept at facilitating meetings, managing resources, and fostering strong relationships with clients, vendors, and stakeholders. Committed to enhancing client experience and achieving organizational goals through innovative problem-solving, critical thinking, and exceptional communication skills. Passionate advocate for diversity and inclusion, women empowerment, and equal employment opportunities within the workplace.

Professional Attributes and Skills

Communication: Articulate and persuasive communicator, skilled in delivering clear and concise messages, both verbally and in writing.

Time Management: Time management and organizational skills. Attention to detail and ability to maintain proficiency and adhering to deadlines, and company policies and procedures.

Adaptability: Adaptable to evolving systems, procedures, and insurance regulations.

Leadership: Proven ability to lead and motivate teams to achieve their best, fostering a culture of excellence and cohesiveness.

Problem-Solving: Exceptional critical thinking and analytical skills, with a knack for identifying and resolving issues swiftly and efficiently.

Technical Proficiency: Proficient in Microsoft Project, SharePoint, and Office Suite (Excel, Outlook, Word PowerPoint, etc.), CRM/ Sales Force, and various claim management systems.

Client Engagement: Strong client engagement and presentation skills, with a proven ability to build and maintain positive relationships. Able to adapt to new ideas and to enhance the client experience. Exceptional ability to handle sensitive information with discretion.

Project Management, Planning and Scheduling: Extensive experience in managing mobility migration projects, timelines, and resources. Expertise in managing timelines, budgets, and resources, ensuring projects are delivered on time and within scope.

Team Leadership and Collaboration: Strong leadership skills, with the ability to motivate teams and drive project success.

Stakeholder Communication: Excellent communication skills, both verbal and written.

Risk and Change Management: Experience in identifying and mitigating project risks.

Budget Management and Cost Control: Skilled in managing and forecasting project budgets. Strong analytical mindset with a focus on quality and productivity, scheduling, and advising.

Professional Experience

Claims Adjuster

Licensed Adjuster- Ga Resident- License #3729728

Licensed Adjuster- Florida All Lines- License #G089676

Licensed Adjuster- North Carolina- License #21057603

Licensed Adjuster- Oklahoma- License #300-***-****

Licensed Adjuster- South Carolina- License #31057603

Licensed Adjuster- Wyoming- License #601752

Licensed Adjuster- Texas- License #3125737

State Farm Certified

ECS and Mitchell trained

General knowledge of Xactimate. Comfortable with sketching dimensions and creating measurements.

Have prior management experience following processes with attention to detail.

Ready for Deployment in any state.

Independent Adjuster, Pilot/ Allstate Oklahoma Deployment (Oct 2024- Dec 2024).

Confidentially and independently investigate property claims by performing detailed reviews of damage and interpreting policies to determine coverage.

Use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. Incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress.

Evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. During negotiations, incorporated tactics in handling challenging and complex situations.

Utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using sharp critical thinking skills.

Execute policies along with policy agreements and keep a clear record of all work in the NextGen claims system, ensuring timely and accurate documentation is completed as each claim is worked.

Independent Adjuster, Pilot/ Allstate CAT Hurricane Milton Deployment (Oct 2024- Dec 2024).

Confidentially and independently investigate property claims by performing detailed reviews of damage and interpreting policies to determine coverage.

Use phone, emails and sometimes even video chat with customers to help them through a fast, fair, and easy claims process. Incorporate a specific approach to claim handling to offer the customer their preference of communication to efficiently discuss their claim needs and keep them updated on the claim progress.

Evaluate and negotiate claims settlements with customers, vendors, third party carriers and claimants, in accordance with all legal and business standard methodologies. During negotiations, incorporated tactics in handling challenging and complex situations.

Utilize multiple tools to get the job done in a fast-paced environment, including estimate tools, job aids, and additional settlement platforms, all while using sharp critical thinking skills.

Execute policies along with policy agreements and keep a clear record of all work in the NextGen claims system, ensuring timely and accurate documentation is completed as each claim is worked.

Claims Specialist/ Adjuster, State Farm (May 2024- September 2024)

Investigating, evaluating, negotiating, and settling claims within policy limits. File remains with specialist until closed. (Level 2/3 injuries and fatalities)

Applying knowledge of policies and insurance regulations when determining coverage, liability, & damages.

Administered inbound and outbound claimant and insured communication, written correspondence and/or various electronic media with additional communication to vendors, medical staff, employer contacts, and attorneys to address questions and assembly of necessary records for claims.

Effectively managing work through task driven queues while multi-tasking in a fast-paced call center environment. Maintained detailed and accurate claims documentation in multiple systems ensuring quality and compliance, with productivity and accuracy standards.

Supporting our customers through personalized, caring, and simple interactions

Specialized handling, including identifying issues that may require the use of independent experts, vendors, or defense counsel.

Partner with and provide instruction to claim associates during conversations and task work to assist with identifying subrogation opportunities requiring updates to all appropriate subrogation fields and preparing files for subrogation handling.

Dealer Development Manager, Metro by T-Mobile (2015 - 2023)

Drove strategies across multiple store locations to meet business goals.

Built relationships with dealer market and store leaders, promoting brand representation and operational excellence.

Conducted internal audits for compliance and risk reduction.

Increased profit margins by optimizing product turns and meeting KPIs.

Championed diversity and inclusion initiatives, empowering women and promoting equal employment opportunities within the organization.

Led the Employee Resource Group for Women’s Network, facilitating mentorship programs and professional development workshops.

Served as an EEO Lead, ensuring compliance with equal employment opportunity laws and fostering a work environment free from discrimination and harassment.

Selected by executives to participate in management Cohort as a mentee and a mentor.

Facilitated meetings with teams, vendors, and stakeholders to discuss project workstreams, risks, and dependencies.

Drove day-to-day project coordination, execution, and progress reporting, ensuring all milestones were met.

Managed timelines, scheduling, resource allocations, budgets, and forecasting processes, ensuring optimal use of resources.

Developed and managed end-to-end project plans, ensuring on-time delivery and clear communication of deliverables.

Built and maintained strong relationships with clients, vendors, and stakeholders, fostering a collaborative environment.

Conducted project kickoff and closeout meetings, ensuring all project objectives were met and stakeholders were satisfied.

Created and maintained comprehensive project documentation, ensuring all project details were accurately recorded.

Sr. Account Representative, Metro by T-Mobile (2008 – 2015)

Managed 33 stores, focusing on sales revitalization and customer experience strategies.

Facilitated training and development programs for dealers.

Led initiatives for reporting and dispute resolution

Opened Tennessee market which required training and development of onboarding ASR’s.

Education

Bachelor of Science in Business University of Phoenix, Online, FL (3.8 GPA), 2020

Member of the National Honor Society of Leadership and Success

Delta Mu Delta International Honor Society

Completed All Lines Texas adjusters License Course

License #3125737

License #G089676

NPN #21057603

Additional Professional Experience

Relocation Specialist, Allconnect, Inc. (2006 - 2008)

Sr. Rep/Floor Manager, Nextel/Sprint, GE Commercial Finance (2000 – 2006)

Accounts Payable/Receivables Lead, Universal Studios (1998 - 2000)

Advocacy and Leadership in Diversity & Inclusion

EEO Lead: Actively ensured compliance with equal employment opportunity laws, advocating for a diverse and inclusive workplace.

Women’s Network Leader: Led initiatives to empower women within the organization, fostering an environment of support and mentorship.

Diversity and Inclusion Advocate: Promoted diversity and inclusion across all levels of the organization, ensuring all employees felt valued and included.

References

Available upon request.

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