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Skills

  • Communications
  • Process improvement
  • Root cause analysis
  • Supervision
  • Legal collaboration
  • Data analysis
  • Client relationship management
  • Customer service
  • Time management
  • Standard equipment

Work Experiences

  • Achieved high retention rates.
  • Assumed temporary leadership of claims teams.
  • Achieved a 50% increase in positive outcomes.
  • Assumed temporary leadership of claims teams during crises in Columbus, maintaining a continuous workflow and achieving impressive team KPIs.
  • Consistently met processing time targets.
  • Transported Salesforce to 6 months customer locations.
  • Consistently received Top Performer for customer satisfaction.
  • Analyzed policy language to mitigate risk on claims worth over $15, reducing company exposure to liabilities by 22%.
  • Achieved record-breaking claims resolution.
  • Achieved a Excellence Award.

Summaries

  • Award-winning Claims Executive recognized for excellent client relationship management and operational leadership in fast-paced, high-stress environments.
  • Achieved customer satisfaction scores of 67% or greater.
  • Consistently exceeded processing time targets by 66%.
  • Coordinated with response teams.
  • Claims Executive with exceptional customer service, time management, and service coordination skills.
  • Claims Executive is a multi-talented Claims Executive who is consistently rewarded for planning and operational improvements.
  • Achieved above 18% in customer feedback ratings year after year.
  • Consistently met targets.
  • Contributed to a 10% reduction in litigation rates.
  • Achieved this over 7 consecutive years.

Accomplishments

  • Worked with external auditing firm to ensure compliance with regulatory requirements, resulting in a successful audit and zero penalties.
  • Improved customer satisfaction by 25% through the implementation of an after-claims customer feedback program.
  • Collaborated with legal teams and third-party adjusters to successfully resolve claim disputes, leading to a 68% decrease in litigation costs.
  • Chaired weekly claims performance meetings to recalibrate team effort, leading to a 66% increase in monthly claim resolutions.
  • Resolved escalated claims issues with third-party vendors, maintaining a 27% success rate in preventing customer churn.
  • Enhanced external stakeholder relationships through proactive communication on claim status updates, boosting contract renewals by 35%.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved category which led to program.
  • Designed a customer-centric milestone communication strategy for ongoing claims, enhancing claimant relations and reducing follow-up queries by 44%.
  • Designed and implemented post-claims surveys to capture claimant feedback, driving improvements that increased trust by 83% points as measured by Net Promoter Score.

Affiliations

  • Association for Supply Chain Management (APICS)
  • Catastrophic Claims Association
  • Toastmasters
  • Certified Professional Insurance Women (CPIW) - Speaker at annual conference on emerging claims trends
  • National Flood Insurance Program (NFIP) - Certification obtained for flood claims handling
  • International Association of Special Investigation Units (IASIU)
  • American Society of Safety Professionals
  • International Association of Administrative Professionals
  • American Claims Management Association (ACMA)
  • National Association of Social Workers

Certifications

  • Certified Business Analysis Professional (CBAP)
  • CompTIA Network+
  • Certified Life Insurance Claims Specialist (CLIC) – Harbor & Co.
  • Certified Insurance Counselor (CIC) - Summit Group
  • Certified Risk Manager (CRM) - Harbor & Co.
  • Certified Forensic Claims Consultant (CFCC) – Brightline
  • Certificate in Liability Law and Insurance Coverage – Ironclad Systems
  • SHRM Certified Professional (SHRM-CP)
  • Fellow, Life Management Institute (FLMI) - Cedar Works
  • CompTIA A+ Technician

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