Outcome-focused professional with diverse background in management, training, and
customer service. Dedicated to providing excellent customer service, and making individual, team, operational, and process improvements.
Dedicated to process improvement
Skilled in FACT-based coaching
Strong problem solving ability
Training and development
Conflict resolution techniques
Focused on customer satisfaction
Strong interpersonal and communication skills
Initiated and led collaborative multi-line and multi-business project that cut claims
rental costs by $90,000
Led collaborative customer service analysis, process improvement, and training that
increased annual operational
CSI from 87% to 94%.
Identified operational claims handling opportunities, and then developed and delivered
processes to close these
gaps. This resulted in an improvement of our total file quality frequency objective from
88% to 100%.
Played a crucial role in a multi-state team that reduced claims expenses by decreasing
claims handling by the
field channel by nearly 25%.
Coached and developed employees to promote into various career paths.
Built successful teams that consistently exceeded operational and company expectations.
Through recruitment, development, and performance management, transformed an operation to
performing and engaged workforce.
Created a culture of continuous improvement and teamwork through promoting and
implementing systems of
rewards and recognitions and grassroots problem solving.
Led 8 different teams to exceed operational objective results from 2009 through 2016.
Played an instrumental role in the creation, implementation, and achievement of the
operation's vision and mission
Developed and led multiple trainings around leadership, time management, coaching,
customer service, quality, and technical acumen.
Led initiative that identified, implemented, and developed operational best practices and
behaviors. This resulted
in the increase of both the employee and company's performance, achievement of business metrics, and employee engagement.
Farmers Insurance GroupApril 2009 to CurrentAuto Physical Damage Field Claims Supervisor Salt Lake City, Utah
Recruited, managed, and mentored a staff of claims adjusters for the state of Utah, Western Wyoming, and Arizona.
Served as liaison and problem solver between the claims department, customers, agents,
and other lines of
business within claims.
Identified and implemented process improvements that increased efficiency, accuracy, and
service for both the
company and the customers.
Completed one-on-ones and FACT-based coaching sessions to develop employees.
Ensured the successful and satisfactory resolution of claims by staff covering the state
of Utah, Western Wyoming, and Arizona.
Farmers Insurance GroupDecember 2006 to April 2009Auto Physical Damage Field Claims Specialist Salt Lake City, Utah
Reviewed and interpreted insurance policies for coverages.
Investigated and determined liability on auto loss claims.
Settled both injury and property damage claims.
Consistently provided excellent customer service while resolving and settling insurance
Rated as the top claims representative for the Southwest Zone (western states).
Consistently exceeded company's objective results of total file quality, customer
service, accuracy, and efficiency.
Mentored and trained peers.
Jordan School DistrictAugust 2005 to December 2006Secondary Educator West Jordan, Utah
Developed and delivered comprehensive instruction to a diverse population of students.
Successfully managed and administered multiple classes of 45 participants.
Member of cross-curriculum team that focused on developing an integrated approach to
Worked with department members in creating inter-curriculum instruction and methods.
Inspired and motivated students to become better than what they were by setting and
Served as an adviser who was responsible for preparing seniors for life after high school.
University of Farmers2015Business LeadershipAugora Hills, California
Emphasis in leadership, analysis, and
University of Farmers2010Claims Leadership DevelopmentAugora Hills, California
Emphasis in leadership through coaching and
management techniques and methods.
Fox Valley Technical College2007Auto Physical Damage AssessmentAppleton, Wisconsin
Advanced training in vehicle damage assessment in the following:
-Frame and structural components, suspension, steering assemblies, sheetmetal and plastic repair.
Weber State University2005Bachelor of Science: History TeachingOgden, Utah
Secondary Education Teaching Licensure
Magna Cum Laude
Phi Kappa Phi Honor Society
FACT-based coaching, problem solving, communication, conflict resolution, customer satisfaction, leadership, process improvement, technical accuracy, teaching and training, people management, development