Resume
Work Experience
Liberty Mutual Insurance
Genpact
Nationwide Insurance Company
State Farm Insurance Company
Summary
Roles & Responsibilities
The following is an outline of my current and past work experience. Each role has provided an opportunity to learn, grow, and continue developing both as a person and a professional. Take a look to learn more.
Current
Casualty Claims Manager
Provided strategic management for casualty injury claims unit, collaborated with General Counsels, Trial/Outside Counsel, Claims Directors, and VP’s to successfully resolve claims and secure settlements for 13 state area of accountability.
Selected Accomplishments:
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Responsible for strategic planning and P&L performance for the Auto Liability line of business.
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Leads and develops a team of representatives/specialists ensuring quality, accuracy, and timely resolution of claims that may include high exposure complex cases.
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Proactively assists in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behaviors that ensure a positive customer service experience.
2/2022 - 7/2022
Assistant Vice President Claims TPA
Servant leader with experience developing leaders, scaling claim operations. Self-motivated with strong customer service skills.
Selected Accomplishments:
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Established hiring needs to accommodate continued growth with third party clients to ensure a seamless claim handling experience as well as providing quality claims handling.
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Agile hiring practices to ensure quality candidates to meet the expectations of claims.
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Established Standard Operating Procedures for onboarding, training of new associates and managers to ensure a hiring and training needs are addressed and place associates in a successful position.
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Claim System process improvements to add value to the claims associate and improved performance and time management.
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Responsible for the oversight of the claim teams responsible for bodily injury and non-injury claims including compliance, quality and day to day activities.
2016 - 2021
Casualty & Centralized Material Damage Claims Associate Director & Claims Consultant
Served as change agent in successful performance management improvements throughout 20 states. Assisted Claims Director and coordinated with multiple departments to cultivate leaders and associates towards excellence.
2015 - 2016
Casualty Litigation Claims Manager/Attorney Negotiator Manager
Provided strategic management for litigation claims unit, collaborated with General Counsels, Trial/Outside Counsel, Claims Directors, and VP’s to successfully resolve claims and secure settlements for 5 state area of accountability.
Selected Accomplishments:
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Managed litigation team responsible for state specific lawsuits arising from Personal Line Homeowner, Boat, Bodily Injury, Property Damage, First Party Medical, Uninsured & Underinsured Motorist claims. Effective in identifying early resolution of claims based on venues, legal environments, opposing counsel and judges.
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Oversaw corporate contingent claims filed against the company and collaborated cooperatively with outside counsel and corporate counsel to resolve the same.
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Conducted new claim system technology training for litigation associates to increase efficiency and maintain high quality expectations. Reached 100% suit claim close ratio, captured employee buy-in, increased productivity and morale.
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Implemented staffing reorganization to accommodate need for new specialized unit. Selected skilled associates with needed expertise and goal of providing exceptional customer service and reduced number of first party claims against company.
2012 - 2015
Attorney Negotiator/Inside Bodily Injury Casualty Claims Manager
Guided performance, communications and professional development of 10 staff managing Personal Auto and Homeowner Liability injury claims for 5 states and Homeowner liability and Boat handling for the Midwest Claim Zone.
2006 - 2012
Casualty Claims Manager Non-Injury & First Party Medical
Oversaw professional development, staffing, and performance for team of 11 casualty claims associates. Advanced productivity and customer service through collaborative promotion of the On Your Side Auto Repair Network and On Your Side service programs.
2004 - 2006
Special Claim Representative
Investigated Personal Auto and Homeowner Liability claims, delivered outstanding customer service from initial notice to conclusion. Claims entailed both unrepresented and attorney represented claimants as well as litigation files.
1999 - 2004
Special Claim Representative
This was a personal lines casualty position in which I was responsible for all facets of coverage including property damage, bodily injury, Underinsured Motorist, Uninsured Motorist, Collision, Comprehensive, Rental and First Party Medical. My role entailed investigating, evaluating and negotiating both unrepresented and attorney represented claims to bring a final resolution with customers and attorneys. I was responsible for claims assigned at first notice of loss through litigation and final disposition.
Education & Designations
1989-1993
Alderson-Broaddus University Bachelor's Degree
Bachelor of Science Sports Medicine
Received Scholar Athlete Award
1989-1993
Alderson-Broaddus University Bachelor's Degree
Bachelor of Arts Secondary Education
Received Outstanding Male Educator Award
Designations
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Chartered Property Casualty Underwriter (CPCU)
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Associate in Risk Management (ARM)
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Senior Claims Law Associate (SCLA)
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Associate in Claims Management (AIC-M)
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Associate in Claims (AIC)
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Associate in Data Analytics (AIDA)
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Associate in Insurance Services (AIS)
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Associate in General Insurance (AINS)
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Associate in Personal Insurance (API)
Skills
& Expertise
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Leadership Development
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Change Management
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Team Development
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Strategic Planning
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Training & Supervision
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Analytical
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Talent Acquisition
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Process Improvement
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Customer Service Centric