Westminster, Colorado, United States
An accomplished Property and Casualty executive with 24 years of claims experience. I am a proven leader that has developed high performing and efficient claims organizations. I have developed high performing leaders through effective communication, consistent follow up, and clear strategic goals. I have an extensive history in resolving human resource issues in a diverse and inclusive work environment. My background has allowed me to develop and demonstrate exceptional business acumen in planning, implementation, assessment and people development.
Responsible for Process and Operations of The Hartford Customer Repair Service Network. • Responsible for developing and implementing strategies and workflow processes. • Employee Resource Group (ERG) community leader. • Lead staffing efforts for organization • Restructured Direct Repair Program to provide an industry leading program that improves efficiency, enhances virtual capabilities and reduces inspection expenses.
Responsible for site management of multiple claims offices in Colorado and Wyoming. Duties include staffing, employee and Supervisor development, file quality, estimatic accuracy and work environment. •Responsible for Colorado Metro and rural claims offices, 40 Claims Personnel handled in excess of 25000 claims year to date while reducing inventory 30% •Responsible for all Wyoming casualty, injury, and property damage operations. •Process responsibility Network repair and total loss handling for Colorado and Wyoming •Decreased Claims inventory by 30% in 2014 and improved Total Loss cycle time by 20%
Responsible for Physical Damage claims operations and personnel for 86 person Field Adjuster organization in Colorado and Wyoming. Responsibilities included Progressives largest Claims Service Center, Network Repair Program, as well as staffing, leadership development and file quality •Achieved Colorado’s and Wyoming’s first statewide exceeds audit •Led Customer Service initiatives in all repair processes and developed standardized customer communication protocols adopted zone wide •Group handled over $60 million in auto property damage repairs per year •Improved timeliness in Network Repair Program by 25% •Developed Total Loss Processes that improved timelines measures by 20% •Implemented processes that decreased auto physical damage supplement dollars by 40%
Responsible for managing claims organization in Colorado and Wyoming, and associated operations ranging from initial claims handling through property and injury handling resolutions. Responsible for organization of 80 claims employees including all claims operations. Led efforts in staffing, leader development, quality, performance management, and work environment. •Led change in claims operations from generalist model to a specialized structure, while achieving improved quality and work environment results •Total Loss timeliness measures increased by 25% in first year •Developed three new branch managers •Created and implemented a Non Staffed Claims Process for Rural areas of Colorado and Wyoming •Implemented New Total Loss Evaluating system in both States