Accountable as day-to-day contact for large accounts, maintaining direct contact with customers. Provided and coordinated support for assigned clients, including providing expertise so clients could utilize products to create the most value. Worked with various departments to meet service goals. Scheduled and contributed to strategic quarterly meetings with clients.

Partnered with business sponsors and IT across multiple areas of the business and across multiple projects to ensure new/revised business or functional requirements were defined and documented in a formal business plan. Reviewed and analyzed requests for new projects across multiple business areas and Assisted with preparing project initiation documents including timelines, resource requirements and project risks. Organized, led, and finalized design review sessions for business requirements. Led overall project planning by providing consultation on, and actively creating project definitions. Coordinated and organized input from various stakeholders, negotiated priorities, resolved conflicts and built consensus.

Reviewed loans post-close to ensure compliance with investor requirements. Identified and remediated issues for successful loan purchase. Provided operational support to different aspects of the mortgage process.

• Review and approve reserves and cumulative loss payments that are over Claims Field authority for catastrophic PIP claims• Work with Claims Field partners to ensure medical management and cost projections for catastrophic PIP claims are appropriate and accurate; oversight of reserve approval for claims with substantial exposure to the organization• Reinsurance SME for Claims projects; identifying requirements to ensure understanding of and compliance with PIP reinsurance statutes and processes

• Part of a small team that developed an oversight program for a supplier that provides over $15M in services annually• Oversight of supplier provided services for all PIP and Med Pay coverage mail from receipt and imaging to upload to the claim handling platform. Services account for over $5M spend and 7M documents received annually• Develop and maintain healthy and successful relationships with suppliers in order to monitor KPIs and quality, implement process changes, and discuss strategic initiatives and priorities• Consult with Claim Field partners and Claim Technology regarding projects, issues, risks, incidents, and questions related to the company’s claim handling application and bill adjudication tool• Spent six months working as the Claims SME for a cross-department project that examined the end-to-end process for a reinsurance program with substantial exposure to the organization; researching and documenting processes, identifying workstreams, risks, and issues to be addressed with future efforts

• Oversight of regulatory compliance projects for the Claims department of the nation’s largest publicly traded Property and Casualty insurance company using an enterprise-wide portfolio management tool. Additionally, trained and assisted other employees in the use of the tool• Compliance SME for the content of forms and correspondence sent for all claims reported to Allstate. Worked with other Claims disciplines and Claim Technology to determine requirements and needed changes• SME for adjuster licensing requirements based upon state statutes and regulations. Consulted on new processes, technology projects, and inquiries regarding state licensing requirements • Worked on the end-to-end review of Claims processes to determine opportunity areas and/or the manual and systematic controls which are in place. Make recommendations for change or evaluation based upon the results of reviews

• Business lead for projects based upon field-generated needs and ideas• Business lead for projects enhancing Allstate’s eCommerce and online customer account platform which required understanding of how the customer account platform integrated with Allstate’s claim handling platform• Worked with Claim Technology partners to gather requirements, design, and implement projects in enterprise-wide technology releases• Worked in this role and as a Business Content Architect concurrently from May 2012 - September 2012

• Part of a 10 person team which supported monthly technology changes for the entire Claims organization• Worked with various Claims disciplines (Property, Casualty, Auto, etc) and the Claim Technology department to gather requirements, design, and implement technology changes for claim process enhancements to Allstate’s claim handling application• Consulted with claims disciplines and claim technology regarding issues, risks, incidents, and questions related to the company’s claim handling application• Worked in this role and as a Claim Strategy Senior Analyst concurrently from May 2012 - September 2012

• Worked directly with customers, both Allstate policyholders and claimants, from the beginning of their auto liability claim through completion• Completed liability investigations for auto accidents by obtaining statements from all parties involved and analyzing police reports, estimates, and damage photos. Communicated liability decisions to policyholders and claimants, and negotiated liability decisions and offers with claimants• Organized and maintained a schedule to provide proper staffing for extended hours and weekends. (2009 Calendar Year)• Organized and maintained a schedule for individual adjuster telephone times to provide proper staffing for telephone coverage for incoming phone calls to the claims office (April 2010 to February 2011)

• Involved with all aspects of processing mortgage loans, including preparing files for underwriting and closing• Assumed responsibilities of fellow employee on maternity leave (06/03-08/03); main responsibilities included preparation and production of closing documents, packages, and figures, closing as many as 150 loans per month• Assisted Regional Mortgage Director with reporting, marketing, and preparing customer mailings; created several customer reports and marketing pieces