FUNCTIONAL SUMMARY High-performing Manager offering over 22 years of Property and Casualty Claims experience. Successful in guiding and directing claims professionals to exceed company and industry standards. Highly motivated and energetic worker in both a team setting or independently, enjoying challenges, learning quickly and accepting new responsibilities. Outstanding leadership and organizational skills coupled with exceptional oral and written communication skills. Dedicated to continuous process improvement in the face of rapidly evolving and changing markets. Extremely results-oriented and proactive in addressing and resolving problems. Talented and focused on process improvement.
Exceptional interpersonal communication
Consistently meet goals
Automobile claims specialist
Advanced oral and written communication skills
Advanced computer skills
to Current Nationwide Insurance – Snohomish,
Attract, develop, and retain top auto appraisal associates.
Manage and develop top performing auto appraisers to exceed company and industry standards.
Motivate employees by rewarding top performers, developing performance objectives, providing training, and creating streamlined workflow processes.
Resolve customer complaints, monitor customer satisfaction, and drive excellent customer service through training and development.
Coordinate with peer managers, associate directors, and directors to help achieve organizational goals and objectives.
Perform ongoing ride a-longs, reinspections, quality file reviews and coaching and feedback to assure the accuracy and efficiency of auto claims appraisals.
Quality Control Reinspector07/2002
to 02/2005 Nationwide Insurance – Snohomish,
Traveled extensively through out Washington State Reviewing and ensuring technical and estimating skills of outside Auto Claims Staff and Direct Repair Shop appraisers.
Assisted Auto Claims Managers and Director with regional goals and reviews.
Identified and evaluated problem areas and training needs.
Provided ongoing training to improve estimating skills.
Remained current with auto estimating guidelines, auto repair and refinishing techniques, computerized estimating systems, and regulatory compliance.
Created and implemented refinish training which resulted in saving millions of dollars each year.
Developed a company-wide quality assurance program.
Claims specialist III06/1996
to Current Nationwide Insurance – Bellevue,
Investigated, evaluated, and negotiated auto claims to a final resolution.
Performed reinspections at repair shops during the repair process to identify additional damage, or repair problems, and developed a resolution plan with the repair shop to resolve all issues.
Assessed total loss values and negotiated settlements to conclusion.
Reported to management on customer problems, field conditions, safety issues and policy problems.
Evaluated insurance policies and analyzed damages to determine coverage.
Master Claims Associate01/1992
to 06/1996 Farmers Insurance – Kirkland,
to 01/1992 Northwest Administrators – Seattle,
Gathered corporate payroll information to assure compliance with Teamsters Union pension language.
Traveled extensively throughout the Western United States to conduct onsite payroll audits.
Bachelor of Arts: Business AdministrationJune 1989Easter Washington University-
WAMinor in Economics