Ensuring business entity and individual licensing compliance for a fast growing MGA. Partnering with UW and Claims to build risk-based Quality and Regulatory Compliance programs that promote continued growth, excellence and consistency.

Working with a great group of leaders who are building scalable operations and procedures for a growing Commercial Auto carrier. Primarily responsible for: * Strategic Claim Regulatory Compliance solutions* Adjuster and Producer Licensing* Quality Assurance and External Audit* SIU referrals and reporting* Complaint management* Correspondence library

Lemonade acquired Metromile, Inc. in July 2022. Primarily supported the fast growing Auto Claims organization. Coordinated market conduct exam corrective action phase for both Claims and Underwriting. Accomplished these priorities: * Identified numerous regulatory compliance opportunities and facilitated necessary resolutions* Updated/created 21 SIU Anti-Fraud plans and several SIU annual reports* Improved NJAIRE & Medicare reporting procedures; updated NJ claim appeals process* Retooled more than 100 claim-related letters/emails to be compliant with statutory language requirements

Building a best-in-class auto claims and underwriting quality assurance, auditing and regulatory compliance program for an innovative, fast-growing insurtech company. Coordinator for claim market conduct exams

Growing through progressive roles at The Hartford, I spearheaded the compliance and claim organizations, undertaking strategic initiatives to manage all aspects of policy development and execution, and ensuring timely and accurate communication with all departments. I was charged with developing and implementing tools, procedures, and compliance calculators that detect and prevent violations. I conducted legislative research to anticipate trends and mitigate various types of risks. I built a rigorous compliance program to monitor, assess and test, before providing workable solutions for identified exposures. I published environmental scans and collaborated with all departments to ensure awareness of compliance requirements. I also led comprehensive and targeted audits, and recommended corrective actions based on audit findings and root cause analysis. In addition, I developed over 200 training materials, LMS coursework and review guides that enabled compliance at the front line and coordinated department of insurance responses and exams. The KPI dashboards I created were used by management across claim and compliance.Some key highlights of my achievements are:• Demonstrated recognition as a subject matter specialist in unfair claim settlement practices, total loss handling and fees, claim auditing and data analytic tools, managing with integrity and Montana third-party bad faith case law that protects organizations from regulatory, reputational and legal risks.• Drastically reduced fines and penalties, and saved several thousand dollars in premium refunds, and additional claim payments, besides preventing bad press and damage to company reputation.• Provided capability to conduct compliance audits, devise metrics, dashboards and scorecards for claim leadership in user-friendly format, by blueprinting and owning regulatory compliance assessment applications. Enabled simple modifications in response to changing risks and customer needs.

In this role I provided leadership and direction to top-ranked teams of claim professionals overseeing minor to complex commercial and personal lines bodily injury and auto property damage claims in 11 jurisdictions. Established and monitored best practices for effective and accurate investigation, evaluation, negotiation, and resolution of claims. Supervised weekend auto and property claim call center operations. Mentored and coached both new and experienced employees. Oversaw talent selection, employee development and performance evaluations. Disclaimers, large payments and reserve increases were released at my approval. I also maintained a caseload of 40 litigation claim files.Some key highlights of my achievements are:• Delivered enhanced customer experience in diverse projects. Reserved practices, coverage roundtables, insurance department inquiries, conducted employee performance reviews, workload distribution, fast track claim reduction, jurisdictional alignment and claim metrics.• Increased profitability and significantly reduced extra-contractual exposures by creating and administering jurisdictional strategy for Montana claims. Developed “go-to” expertise in Montana case law interpretation.• Partnered and traveled with Underwriting, Sales and Product leaders on Washington Profitability Project translating movement of agency books of business into substantial savings.• Improved complex countrywide staffing models and claim-handling strategies by researching and analyzing bodily injury loss cost and adjustment expenses as part of traveling “New Frontier” Claim Redesign project team.

I led a newly created, rapidly growing Auto No-Fault / Med Pay claim and medical bill-processing unit that provided outstanding customer service and loss cost savings. Directed quality claim handling, talent selection and development, complaint resolution, training and coaching, data mining and analysis, results reporting, and performance appraisals. Vetted and partnered with PPO Network and Managed Care vendors.

In this role I drove continuous performance improvement and quality assurance for auto, property and workers' compensation. Performed claim file reviews and SOX audits, and analyzed operational data to detect areas of risk. Identified claim-handling trends, performed root cause analysis, and improved claim handler technical competencies. Reported key performance indicators / metrics to field and senior claim leadership.

In this position I was responsible for the servicing, investigating, estimating, evaluating, negotiating and resolution of homeowners, commercial property, auto and general liability claims in Arizona