Streamline daily operations through directly managing 250 staff, complaints/escalations, annual budgeting, staff meetings, and hands-on guidance of other leaders with lean six sigma methodology. Identify key business trends and outcomes by regularly tracking/analyzing operational data. Promote consistency across departments and claim segments through liaising between groups and individuals as well as establishing collaborative efforts within a virtual environment. Drive overall functionality and performance by taking over other responsibilities as needed, such as committees/project groups, catastrophe response/planning, and other business segment processes.• Resolved performance issues brought up in the JD Power rating, increasing rank to top ten, through completely overhauling internal measures of customer satisfaction, including directly overseeing an interdepartmental team of fifteen.• Successfully completed the development of a new company department within four national main offices after being specifically chosen to transfer to the PW as a lead and initial point of contact, by closely collaborating with business partners.• Achieved high promotional rates among direct report staff through the creation and integration of a leadership identification & development program, which became standards across P&C Claims and various other major company departments.

Drove organizational development by heading new program integration, assigned unit claim procedures, and annual budgeting. Actively boosted performance for auto claim service support supervisors, claim support staff, and claim processors/representatives through heading interviewing, recruitment, training, and performance management for new employees. Aided employees across departments by performing as a go-to technical resource on a wide variety of subjects, including claim settlements, insurance contracts, medical/anatomical terminology, types of personal injury, and more. Established that all employees upheld company policies, federal/state legislation, and various other legal requirements through promoting awareness and understanding.• Diminished zone footprint by 45%, eliminated reduced service-levels, and surpassed established quarterly service-levels while simultaneously upholding employee engagement rates through directly overseeing a zone transition.• Bolstered employee engagement levels by 11% by conducting monthly employee engagement groups, garnering feedback from sessions, collaborating with HR to create deliverables for integrating info to foster engagement/ownership, and thus identifying issues impacting morale.

• Responsible for the selection, training, development, performance management, and salary administration activities of assigned Auto Claim Service Support Supervisors, Claim Representatives, Claim Processors, and/or claim support personnel who service automobile claims • Serves as a technical resource in the areas of claims settlement procedures, company claim policies and procedures, insurance contracts and endorsements, automotive repair methods and parts, medical and anatomical terminology, types of personal injury and their prognosis, applicable federal/state laws and legal requirements • Responsible for coordinating, communicating, and implementing new Company programs, policies, practices, and procedures • Responsible for the review and control of the assigned unit's claim activities including investigations/inspections, claim payments, and adjustment expense payments • Participates in the annual budgetary process • Ensures compliance with company procedures, applicable federal/state laws, and legal requirements Mentors others, either formally or informally