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Skills

  • Change Management
  • Performance reporting
  • Problem resolution
  • Continuous Improvement Initiatives
  • Project organization
  • Organization
  • Claims Workflow Design
  • Claims Analytics Tools
  • Agile methodologies
  • KPI Development and Monitoring

Work Experiences

  • Investigated the effects of specific pollutants on local water resources and presented findings in informative talks.
  • Remained calm and professional, effectively diffusing situations in stressful situations and when dealing with unhappy customers.
  • Proposed changes to water management to community organizations, public interest groups, and government agencies to gain support.
  • Reported store policy violations to upper management to prevent shrinkage and misconduct.
  • Implemented metric strategies to improve customer service and foster a positive, engaging environment for everyone.
  • Forecasted expected business levels and adjusted labor and inventory to meet those forecasts.
  • Reviewed employee performance and provided constructive feedback to help them improve their weaknesses every one year.
  • Increased sales volume by coordinating classes and workshops for major retailers and independent partners.
  • Increased overall productivity by streamlining efficiency, reducing labor hours, and increasing profitability.
  • Oversaw the category operations section to ensure timely and efficient production.

Summaries

  • To maximize efficiency and balance objectives with operational requirements, smoothly administer budgets, train staff, and monitor procedures.
  • With over 13 years of experience in scheduling, staff training, protocol development, and process improvements, this manager is resourceful and adaptable.
  • Section Manager, National Claims Programs with project management and stakeholder engagement abilities.
  • Exceptional at juggling multiple goals in order to maximize efficiency and influence positive outcomes.
  • Water resource specialist with expertise in assessing resource safety, identifying pollutants, and improving management strategies.
  • Strong technical skills and experience in stakeholder engagement.
  • Excellent organizational, multitasking, and problem-solving skills. Service-oriented and performance-driven.
  • Motivational leader and organizational problem-solver with superior supervisory, team-building, and customer-service abilities.
  • Over a 11-year successful career, solid engineering and research background has been demonstrated.
  • Employee engagement, customer relationship management (CRM), time management, and conflict resolution are among the skillsets of this meticulous team builder.

Accomplishments

  • Revised existing claims audit protocols across a Phoenix region, identifying 71% in inefficiencies and generating an annual cost savings of $9.
  • Implemented industry-standard performance benchmarks that boosted team productivity by 62% during peak claims periods.
  • Collaborated with cross-functional teams to develop and deploy fraud detection tools, preventing over $14 in fraudulent claims in 2021.
  • Achieved a 52% increase in first-contact resolution by rolling out advanced claim tracking technology and realigning team performance metrics.
  • Successfully reduced claim dispute escalations by 50% through the introduction of analytics-driven process optimizations.
  • Facilitated a two years training program, enhancing team knowledge and reducing claim-related errors by 39%.
  • Designed an innovative KPI dashboard in Workday that provided real-time insights and improved claims team efficiency by 46%.
  • Reduced overall processing errors by 78% through a comprehensive claims data validation initiative across 14 offices.
  • Improved customer retention by 64% by introducing effective first-contact resolution strategies and personalized customer follow-up procedures.
  • Recovered $2 in overpayments following the creation of a robust audit system targeting billing discrepancies.

Affiliations

  • Regular participant in collaborative webinars hosted by the National Association of Subrogation Professionals (NASP), learning best practices for claim recovery and savings.
  • Sustaining member of the Property Casualty Insurers Association of America (PCIAA), working collaboratively with peers to address legislative and insurance policy changes.
  • Appointed as regional chapter leader for the Claims & Litigation Management Alliance (CLM), contributing to thought leadership around reducing processing errors and increasing team productivity.
  • Engaged in ongoing professional development through LinkedIn Learning, focusing on business process improvement and operational excellence in claims management.
  • Associated with the American Institute for CPCU (Chartered Property Casualty Underwriter), active since 2019 focusing on leadership development and advanced property/casualty claims strategies.
  • Completed vendor relationship management training through the American Management Association (AMA), enabling more efficient negotiations with external service providers.
  • Member of the Society of Corporate Compliance and Ethics (SCCE), furthering training in compliance standards critical to claims operations and financial accountability.
  • Member of the National Association of Insurance Commissioners (NAIC) since 2022, remaining current on regulatory guidelines impacting claims processing and liability management.
  • Affiliated with the Association of Certified Fraud Examiners (ACFE), applying cutting-edge techniques for identifying fraudulent claims procedures within the business workflow.
  • Completed Risk Management certification courses through Harvard Online, augmenting skills in process auditing and operational workflows within the insurance claims sector.

Certifications

  • Certified Professional in Insurance Adjusting (CPIA) - method
  • Associate in Risk Management (ARM) - The Institutes
  • Certified Change Management Professional (CCMP) - initiative
  • Cisco Certified Internetwork Expert (CCIE)
  • Certified Information Systems Auditor (CISA) - standard
  • Financial Risk Manager (FRM) - category
  • Chartered Property Casualty Underwriter (CPCU) - The Institutes
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Microsoft Certified Systems Engineer (MCSE)
  • Insurance Regulatory Compliance Certification - framework

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