catastrophe director manager of operations resume example with 20+ years of experience

Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000,

Ambitious and driven insurance professional delivering 22 years of superior customer service with an emphasis on property and casualty claims. Motivated to succeed in a fast-paced and deadline-driven environment. Coaches team to deliver resolution-focused outcomes and provide exemplary customer service. Dedicated to creating a supportive and encouraging work environment.

Highly motivated professional with [Number] years of entrepreneurial and management experience. Skillfully creates and maintains professional and loyal relationships with co-workers, staff and clients while managing administrative and sales employees. Comfortable working independently as manager and leader and as collaborative team member. Applies business acumen and experience and exercises decisive judgment to meet and exceed organizational goals.

Seasoned Small Business Owner with [Number] years of experience in operations management, business strategy and financial management. Demonstrated success in capitalizing on new trends and technologies to drive business development initiatives and achieve sales goals.

Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

  • Business Planning
  • Issue Resolution
  • Strategic Decision-Making
  • Work Planning and Prioritization
  • Verbal and Written Communication
  • Employee Training
  • Resources Allocation
  • Relationship Building
  • Cost Control and Budgeting
  • Risk Mitigation and Management
  • Quality Assurance
  • Mathematical Calculation and Reasoning
  • Decision Making
  • Operations Oversight
  • Problem Anticipation and Resolution
  • Customer Service Management
10/2018 to 12/2022 Catastrophe Director/Manager of Operations North American Risk Services, Inc. | City, STATE,
  • Effectively supervised unit of claims personnel and their respective caseloads in a proactive manner.
  • Developed an efficient and leveraged field network of independent adjusters and desk adjuster team(s).
  • Formed well written emails and large loss reports internally and externally.
  • Worked with clients to assess potential catastrophes, estimated potential loss profiles and addressed with appropriate internal and external resources.
  • Prepared the organization with specific and unique client CAT guidelines/protocols and reporting standards.
  • Ensured the efficient assignment and utilization of CAT field resources.
  • Established and managed local disaster response teams and CAT villages.
  • Ensured adherence to all file handling standards, company best practices, client standards, state statutes and requirements necessary to pass audits performed by regulatory agencies, carriers and clients.
  • Recruited and hired qualified candidates to fill open positions.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Conducted quality, timely performance feedback and performance appraisals.
12/2008 to 12/2017 Claim Team Manager State Farm Insurance | City, STATE,
  • Led and developed teams of 15-100 full-time claim handlers and leadership.
  • Maintained and improved productivity through creation of efficient workflows and processes, and effective performance management leading to a 40% increase in the number of closed claims.
  • Reduced team length of service calls by 30% and achieved service level goals of 2.5 calls or more per hour.
  • Determined staffing needs and implemented adjustments to accommodate fluctuations in claim volume, reducing overtime labor hours by an average of 12-15%.
  • Performed an average of 30 daily file reviews and monitored performance of assigned personnel through one on one, side by side, and floor time activities on a regular basis.
  • Conducted results-oriented performance evaluations to access accomplishments and determine rewards.
  • Interviewed and selected claim personnel, developing a talent pipeline for succession planning.
  • Enabled claim team to carry out operations efficiently and accurately by providing procedural and informational guidance.
03/2000 to 11/2008 Catastrophe Claim Representative State Farm Insurance | City, STATE,
  • Investigated, evaluated, negotiated, and concluded assigned claim inventories exceeding 100 claims.
  • Exhibited a high level of skill and knowledge for claims requiring specialized handling and served peers as an expert resource on complex claim issues.
  • Recognized and properly handled salvage and subrogation issues on claims. Determined legal liability for subrogation claims and recognized for substantial financial recoveries.
  • Trained claim handlers and performed the duties and responsibilities of the supervisor during his/her absence.
Education and Training
Expected in to to Bachelor of Science | Political Science/Journalism University of Arkansas, Fayetteville, AR GPA:

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Resume Overview

School Attended

  • University of Arkansas

Job Titles Held:

  • Catastrophe Director/Manager of Operations
  • Claim Team Manager
  • Catastrophe Claim Representative


  • Bachelor of Science

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