-Worked independently to resolve complex claims -Consistently interpreted insurance laws and applied statues to help determine liability-Effectively drafted letters according to state and company policy and procedure-Mediated with attorneys, claimant carriers, and repair shops for a successful outcome-Cross trained in commercial lines-Work environment chair, facilitated work functions and activities

-Worked with off-site teams to complete timely tests and facilitate smooth product releases-Compiled data on quantity issues and vulnerabilities along with suggestions for improvement-Trained team members on updates to databases and policy/procedure-Oversaw all process checks to ensure all files were processed correctly-Kept abreast of all regulatory requirements, to include accrediting bodies, federal, state, and local requirements

-Managed Individual Assistance Program, responsible for 60 direct reports-Assisted applicants with securing temporary housing-Conducted evaluations and performance improvement plans-Responsible for expanding the Applicant Services Call Center in response to formaldehyde levels in temporary housing units-Successfully launched the Uniform Federal Accessibility Call Center in response to the federal lawsuit Brou vs. FEMA