DeLand, Florida, United States
With over 16 years of experience in management and 12 years in the insurance industry, I have dedicated my career to driving excellence and innovation in insurance operations. My journey has taken me from working in upper management roles at major insurance carriers to speaking at industry conferences like PLRB. I hold a Bachelor’s degree from Stetson University and an MBA from Louisiana State University. Additionally, I am a licensed adjuster (6-20) and producer (2-20) in Florida, and have earned multiple certifications, including Lean Practitioner, Six Sigma, and Scrum Master. Currently, I am passionate about education and mentorship in the insurance field. I run a platform that offers educational courses, continuous support, and one-on-one mentoring for aspiring and experienced adjusters, as well as those looking to enhance their financial knowledge. My goal is to empower professionals with the skills and knowledge they need to excel in the insurance industry. Whether through consulting, project management, or direct mentorship, I strive to make a meaningful impact on the careers of those I work with.
Axiom Insurance Insights LLC is a boutique insurance consultancy evolving into an education and publishing platform focused on advancing the understanding of insurance operations, catastrophe management, and claims strategy. Initially founded to advise insurers on claims transformation, catastrophe readiness, and operational strategy, Axiom has expanded its mission to share that expertise through books, courses, and industry publications. Core Focus Areas: • Claims operations design and performance management • Catastrophe response frameworks and staffing strategy • Process improvement and vendor governance • Professional education and continuing development • Industry publications and thought leadership Recent Work: • Led the development of a scalable claims division for a new Florida property insurer transitioning from TPA to internal operations. • Currently authoring a forthcoming book exploring the systemic causes of underpayment and inefficiency in modern insurance claims. • Developing educational materials and online courses aimed at adjusters, contractors, and policyholders seeking to understand and navigate the claims process. Axiom’s goal is to bridge the gap between consulting expertise and public education, helping both carriers and consumers better understand the evolving insurance ecosystem.
I oversee the strategic management of a privately held investment portfolio comprising residential real estate and diversified financial assets. Responsibilities include capital allocation, asset performance analysis, acquisition strategy, and long-term risk management. The portfolio includes multiple short-term and long-term rental properties and a balanced investment portfolio across equities, bonds, and private holdings. Focus areas include: • Asset diversification and yield optimization • Long-term portfolio growth strategy • Real estate acquisition, leasing, and property operations • Tax efficiency and trust management This experience has strengthened my leadership, financial analysis, and operational management skills — all directly applicable to high-growth environments and executive leadership.
• Strategic Planning: Developed and implemented comprehensive catastrophe plans for various business units to ensure preparedness and efficient response during disaster events. • Leadership: Directed and managed a team of supervisors and managers, providing guidance, support, and oversight to ensure operational effectiveness. • Team Management: Oversaw the work of hundreds of adjusters, ensuring they were properly trained, equipped, and deployed to handle catastrophe claims efficiently. • Specialization in Mobile Homes: Led initiatives and strategies specifically tailored for managing claims related to mobile homes, addressing unique challenges and ensuring fair and timely resolutions. • Call Center Services: Managed the operations of telephone services, ensuring effective communication and support for customers during high-demand periods. • Resolution Unit Management: Spearheaded the resolution unit, which handled escalations, Department of Insurance (DOI) complaints, and customer complaints. Ensured swift and satisfactory resolution of complex issues, maintaining high levels of customer satisfaction and regulatory compliance. Key Achievements: •Successfully planned and executed catastrophe response strategies that minimized operational disruption and maximized customer support during disaster events such as Hurricane Ian. • Enhanced team performance and efficiency through effective leadership, training programs, and resource management. • Improved customer satisfaction and regulatory compliance by resolving complex escalations and complaints promptly and effectively. This role at Citizens Property Insurance showcased my ability to lead large teams, manage high-stakes operations, and specialize in areas critical to effective catastrophe management.
• Team Leadership: Managed and led a dedicated team of claims adjusters specializing in catastrophe property claims, ensuring efficient and accurate processing of claims during high-demand periods. • Supplement Team Leadership: Directed a supplement team responsible for reviewing and approving supplements for the Guaranteed Repair Network (GRN) program, ensuring compliance with company standards and policy guidelines. • Operational Oversight: Provided oversight and guidance to team members, ensuring adherence to best practices, regulatory requirements, and company procedures. • Performance Management: Monitored team performance, implemented training programs, and provided continuous feedback to enhance adjuster skills and improve claim handling efficiency. • Quality Assurance: Conducted regular audits and reviews of claims and supplements to maintain high standards of accuracy, completeness, and customer satisfaction. • Customer Focus: Ensured a customer-centric approach in all claim handling processes, aiming to resolve claims promptly and effectively while maintaining strong customer relationships. Key Achievements: • Successfully led the supplement team for the GRN program, significantly improving the accuracy and efficiency of supplement reviews. • Enhanced team performance through targeted training and development programs, leading to improved claim resolution times and customer satisfaction. • Maintained high standards of quality assurance, ensuring compliance with regulatory requirements and company policies. This role at Liberty Mutual demonstrated my ability to lead specialized teams, manage complex claim processes, and ensure high levels of operational efficiency and customer satisfaction in a catastrophe claims environment.