Brittney Gibson Email & Phone Number

My role involves providing guidance and support to employees and managers to ensure compliance with company policies and employment laws. I manage complex employee cases, offering guidance to managers while strictly adhering to organizational policies and state and federal regulations. I also conduct proactive risk assessments to identify potential legal issues before making significant decisions like terminations or disciplinary actions. This helps in informed decision-making and risk reduction.In addition, I collaborate with the team to enhance our Talent Consultation Standard Work, ensuring consistent case handling throughout the department. This consistency is essential for fairness and transparency.I also provide guidance to senior leadership and managers in implementing best practices for employee development and coaching. This support boosts employee engagement and overall performance.My role involves managing complex cases, assessing risks, improving departmental standards, and supporting employee development. These responsibilities are crucial for maintaining a compliant and equitable workplace, skills that are valuable in leadership, performance management, and human resources roles.

Plano, Texas, United States

As a Salvage Support Supervisor within the Shared Services Organization at Liberty Mutual Insurance, based in Plano, TX, during my tenure from August 2018 to November 2021, my role encompassed a range of responsibilities aimed at enhancing operational efficiency and fostering a positive work environment.A significant part of my role involved overseeing the daily distribution and administration of work. This encompassed optimizing resource allocation to ensure efficiency in our daily operations. By meticulously managing workloads, we were able to maintain high levels of productivity and meet operational goals effectively.I also took an active role in conducting performance management and reviews. Utilizing data-driven insights, I worked with team members to identify areas for improvement and development. These reviews played a critical role in driving individual and team performance improvements, ultimately contributing to the overall success of the department.Furthermore, I had the privilege of leading the department's employee engagement committee. In this capacity, I worked to create an inclusive and high-morale work environment. Fostering engagement and positive morale among team members was essential in maintaining a motivated and effective workforce.Participating in recruiting efforts was another important aspect of my role. This included reviewing resumes and conducting interviews as part of the hiring process. Contributing to the selection of talented individuals for our team played a role in strengthening our department.In addition to these responsibilities, I collaborated on a successful pilot project that led to company-wide process improvements. This initiative was instrumental in streamlining processes and enhancing overall efficiency across the organization.

Plano, Texas, United States

During my tenure as a Senior Customer Claims Advocate with the Presidential Service Team at Liberty Mutual Insurance in Plano, TX, from July 2017 to August 2018, my role encompassed a multifaceted array of responsibilities geared towards enhancing customer satisfaction and effectively addressing escalated complaints.A primary focus of my role was managing and resolving escalated complaints directed to regulatory agencies and executive leadership on behalf of multiple claim departments. This entailed serving as the point of contact for policyholders seeking redress for their concerns. My approach was characterized by a commitment to prompt and effective resolution, with the ultimate goal of ensuring policyholder satisfaction.In addition to managing escalated complaints, I actively engaged in the analysis of service failures to identify emerging trends and proactively prevent future complaints. This analytical approach was pivotal in our continuous improvement efforts. By gaining insights into the root causes of service failures, we were better equipped to make process enhancements that would elevate overall customer satisfaction levels.Collaboration played a pivotal role in my responsibilities as well. I worked closely with claims management to provide strategic analysis for business unit reporting. This collaborative effort allowed us to leverage data-driven insights to inform our decision-making processes. The result was increased operational efficiency and an improved level of customer service. I was responsible for ensuring both corporate and regulatory compliance by establishing strong collaborations with the Claims Compliance and Legal teams within the organization. These partnerships were essential for aligning our claims processes with company policies and industry regulations.

Plano, Texas, United States

During my role as a Senior Customer Claims Advocate within the Presidential Service Team at Liberty Mutual Insurance in Plano, TX, spanning from July 2017 to August 2018, I held a multifaceted position. My primary responsibility involved managing escalated complaints, acting as the liaison for regulatory agencies and executive leadership across various claim departments. My primary goal was to ensure the swift and effective resolution of policyholder concerns to uphold their satisfaction. I played an active role in service improvement by conducting in-depth analyses of service failures to identify trends. This proactive approach allowed us to prevent future complaints and implement process enhancements geared towards elevating overall customer satisfaction.Collaboration was integral to my responsibilities, as I closely collaborated with claims management, offering strategic analysis for business unit reporting. Leveraging data-driven insights, we made informed decisions that led to increased operational efficiency and an enhanced level of customer service.In addition, I maintained a strong focus on compliance, ensuring that our operations consistently adhered to both corporate and regulatory standards. I achieved this by fostering robust partnerships with the Claims Compliance and Legal teams, guaranteeing alignment between our claims processes, company policies, and industry regulations.My experience as a Senior Customer Claims Advocate equipped me with valuable skills in conflict resolution, customer service, strategic analysis, and compliance, which continue to be assets in my subsequent roles in leadership, performance management, and human resources.

Plano, Texas

During my time as a Temporary Team Manager for Auto Physical Damage Claims at Liberty Mutual Insurance in Plano, TX, from June 2016 to July 2017, I led a team of 15 independent claims adjusters handling various auto claims. I ensured consistent service delivery that exceeded customer expectations through weekly file audits, optimizing our claims handling procedures.My responsibilities extended to providing technical guidance, training, and support to team members and vendor partners, enhancing their skills and efficiency. Collaboration with other managers was essential to optimize inventory levels and streamline claims processes, resulting in increased operational efficiency.I actively resolved escalated claims complaints and coverage inquiries, addressing policyholders' concerns effectively. To maintain daily productivity and meet service goals, I strategically prioritized workloads through team huddles and daily reporting.My experience as a Temporary Team Manager sharpened my leadership, communication, problem-solving, and strategic management skills, valuable assets in subsequent roles in leadership, performance management, and human resources.

Irving, Texas

As a Frontline Adjuster/Total Loss Auto Claims Specialist at Liberty Mutual Insurance in Irving, TX from July 2013 to October 2015, I played a pivotal role in the insurance claims process, specializing in first and third-party personal insurance auto and specialty vehicle total loss claims. This role required me to be a skilled negotiator, facilitating discussions with insureds and claimants to reach fair and equitable settlements while ensuring customer satisfaction and efficient claim resolution. Managing a diary of 90+ claims was a central part of my responsibilities, and I approached this task with meticulous attention to detail. Each claim, with its unique circumstances, required precise tracking from the date of loss to closure, all while adhering to state-specific guidelines. This experience honed my organizational skills, time management abilities, and my commitment to regulatory compliance. In this role, I gained a deep understanding of the insurance industry's regulatory landscape. Staying updated on state-specific insurance laws and compliance requirements was crucial to processing claims accurately and in accordance with legal and regulatory standards. This commitment to regulatory adherence helped safeguard the company against potential legal and reputational risks.My time as a Frontline Adjuster/Total Loss Auto Claims Specialist provided me with invaluable experience, enhancing my negotiation, analytical, and problem-solving skills. It was a high-pressure environment where maintaining a focus on customer satisfaction and regulatory compliance was paramount. This role served as a strong foundation for my subsequent career in leadership, performance management, and human resources.

Irving, Texas, United States

As an Auto Physical Damage Claims Resolution Specialist at Liberty Mutual Insurance in Irving, TX, where I worked from October 2015 to June 2016, I specialized in managing high-complexity personal insurance auto claims, encompassing both first and third-party claims. This role required a keen understanding of the intricacies of insurance claims, as well as strong problem-solving abilities to ensure fair and accurate resolutions.One significant aspect of my role was conducting training sessions for new hires. I played a pivotal role in their onboarding process by sharing my expertise and knowledge of auto claims handling processes and procedures. These training sessions were designed to equip new adjusters with the skills and insights needed to excel in their roles, and I also provided individual coaching to support their professional growth.In addition to training and onboarding, I actively participated in the performance improvement process. I conducted comprehensive file reviews of tenured adjusters to identify areas of improvement in their claims handling processes. Collaborating with these adjusters and their managers, we developed action plans to address these opportunities and enhance their overall performance.During the absence of claims team managers, I stepped into a supportive role to ensure continued productivity. This involved conducting team meetings and evaluating the team's previous day's work, allowing us to develop action plans to achieve our daily goals and maintain our service standards.My tenure as an Auto Physical Damage Claims Resolution Specialist at Liberty Mutual Insurance was a valuable experience that deepened my expertise in claims resolution, training, and performance improvement. It reinforced my commitment to accuracy, fairness, and continuous improvement, skills that have proven highly beneficial in my subsequent roles in leadership, performance management, and human resources.