Sales Strategy and Planning

Responsible for the management of associates including performance management, salary planning and administration, training and development, workflow planning, hiring and placement, and disciplinary actions. • Monitor/manages unit performance objectives. • Resolve customer complaints according to Best Practices. • Monitor customer satisfaction in an effort to drive action plans for improvement. • Conduct quality file reviews and implements quality team recommendations. • Coordinate resources with other functions such as Quality, Special Investigations, Subrogation, Claims Legal, Service and Claims call centers, and home office support staff. • Support claims performance improvement via participation in special claims initiatives. • Structural claims handling of both non weather weather and weather related losses specifically specializing in fire, water, wind, hail, and theft. • Contents estimating expertise. • Contractor direct repair program expertise.

 Lead, coach and develop Claims Specialist handling total loss vehicles. Partner with the Western Claim Zone field to ensure success of warm transfer, customer satisfaction and quality results.  Adhere to best claims practice, and state specific regulations. Manage expenses related to claim (rental/storage) Partner with in house Co part manager to ensure low salvage pendingSpecial Projects Partnered with Talent and Acquisition to present Career Planning seminar to the Centralized West Total Loss department. Continuous Improvement: Developed Partial Payments initiative. Continuous Improvement: Payment Options  Nationwide Claims On-boarding

 Lead, coach and develop Uninsured Motorist, Post Judgment Legal and Missed Opportunity Subrogation Representatives.  Liaison for Central Plain Zone. Communicating Subrogation results with senior leadership, implementing training for new Casualty Claim Representatives (Liability training, Mock Arbitration Hearings, Building Strong Med pay and PIP demands). Partner with Risk Management in order to build a strong Business Continuity plan and implementing within Subrogation. Actively involved in Engagement Action plan and executing with team.Special Projects Worked with Infrastructure Engineers to develop routing on phone systems. Built phone reports for all leadership team that are used daily to coach associates.