Talented leader with 20 years of claims experience at Progressive, the last 13 in a supervisory capacity. Able to develop claims representatives to achieve goals and provide excellent customer service. Self motivated and results oriented.
Exceeds performer in Quality and Efficiency objectives for multiple years.
3rd Quarter 2013 NPS Medal Award
Manage and Implement the MN URBI groups scheduling of ETB, holiday and weekly claims assignment.
Efficiency Captain for MN URBI 2011-2013
Over ten years of experience in managing reps in multiple locations.
AEI Certified Automobile Claims Law Specialist
Multi-Line 08 Texas Adjusters License
I currently lead a team of URBI claims reps in 4 different locations. Provide daily feedback, coaching, authority and technical support for coverage, liability, total loss and injury claims. Communicate and reinforce ways to meet or exceed objectives and goals. Provide a flexible and motivating work environment. 83% of my team exceeds in both CQI and Efficiency for 2013 while maintaining high customer service results.
PCS Branch Manager for Bemidji, Detroit Lakes/ Alexandria, MN locations.
Managed a team of 11 PCS reps, one processor and one team leader. Responsible for all daily operations of two claims branch locations including hiring, training, coaching, feedback, claims triage and resolution of property, injury and special lines claims. Organized and communicated changes and facilitated monthly meetings. Completed quality assurance reviews and performance management. Handled customer complaint calls and service recovery.
Trained, managed and developed claims reps from start of their career to level 2.Served as mentor to three new team leaders and as go to person for any claims questions. Handled daily triage of new claims, circle back reviews, authority requests and scheduling. Accountable for meeting team and branch goals. Assisted branch manager with interviewing and hiring process. This was an enhanced leadership opportunity in a fast growing area.
Managed a team of six direct reports in outstate MN claims office and assisted manager with two other remote locations. 15 total reps and one CP3. Plan, organize, and schedule reps for field tasks and daily claims assignment. Responsible for coaching, authority, reinforcing behaviors and promotion of claims reps through the PFP process. Resolved disputed liability and total loss claims.
Handled all aspects of complex claims including contacts, liability and coverage investigations, estimatics, managing repairs, and evaluation and settlement of bodily injury claims. Completed BI and PIP IPC's. Provided excellent customer service and resolution of claims on personal and commercial auto, motorcycle, mobile home and other special lines claims. Served as mentor and technical expert.
Responsible for investigation, negotiation, and settlement of KS and MO property, liability, special lines, injury, and theft claims. Also assisted branch manager with training and served as mentor for new employees. Completed a remote office team project in Hutchinson, KS and assisted in the restructuring of four remote field reps to IR Inside and Outside roles. Became the inside rep for all remote field reps.
Outside claims rep in Richardson and Lewisville branches. Estimated and settled property damage claims; negotiated agreed prices with shops. Completed in person injury meetings, settlements, and scene/liability investigations. Certified level 2 PD. Worked numerous CAT losses and assisted SIU in fraud investigations. Served as PD expert for inside reps. Worked extended hours.
Responsible for all aspects of risk analysis and resolution of claims on a self insured program. Investigated and settled liability and workers' compensation claims for 114 branch and two corporate locations. Filed and resolved fire, vandalism, and theft claims on portfolios of defaulted home loans.
Insurance Women of Dallas Scholarship
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