•Manages all non-represented general liability, product, property damage and fleet claims.•Conducts initial investigations with store associates and other applicable witnesses.•Responsible for securing CCTV footage, reviews footage and accurately documents incidents.•Accurately assesses liability exposure.•Negotiates and resolves subrogation claims.•Determines potential third-party liability exposure and responsible for tendering claims.•Monitors claimant’s medical treatment and tracks expenses incurred.•Determines value of claim and obtains appropriate authority to settle file.•Maintains a daily claims diary and a low open claims count.•Utilizes predictive analytics software to determine claim priority.•Successfully trains new hires for Video Recovery Technician and Adjuster positions.•Mentors three Customer Claims Unit Adjusters.

•Effectively researched, executed and communicated all product recalls for Publix retail stores, distribution centers, and manufacturing facilities.•Partnered with Buyers, Category Managers and Business Development Directors on product recalls.•Coordinated disposition and transportation of recalled products with warehouse locations.•Oversaw verification and completion of all recall activities for 1,300+ Publix store locations.•Created recall signage for stores and press releases for Publix.com.•Issued retail communications to store locations for non-recall food safety related events.•Provided advance notification to the Special Situations Team (SST) in the event of a Publix manufacturing item that was a Severity 1 recall.•Analyzed product complaint data utilizing ad hoc reporting to identify trends. Utilized data to provide recommendation on recalling products to RBU and MSP.•Official record keeper of recall data and other applicable documentation which is irregularly audited by unannounced FDA officer visits.•Collaborated with USDA, FDA and other State/Local Regulatory agencies.•Created quarterly reporting distributed to 200+ Publix associates and Publix officers.•Supervised the CQA Customer Service Team consisting of eight associates that processes over 15,000 customer product complaints involving illnesses, injury, property damage, dissatisfactions and inquiries annually.•Responsible for hiring, evaluations, note to files and counseling statements.•Investigated alleged product tampering cases and coordinated with Publix Loss Prevention and FDA OCI (FDA Office of Criminal Investigations).•Created SOPs and training materials for CQA Customer Service Team, Recall Training and other affiliated support areas.

•Responsible for day-to-day activities of the CQA Customer Service Team.•Investigated, processed, and determined source of customer complaints for retail enhanced products and provided a written report detailing findings.•Maintained inventory of customer complaints.•Ensured all regulatory information taken within a retail store was properly communicated.•Received and responded to customer complaints received from Customer Care and Social Media.•Managed workload priority and scheduled labor resources for the CQA Customer Service Team.•Provided one-on-one training/development on job duties to a team of 5 Customer Service Representatives.•Reviewed and audited work of team members to ensure timely and accurate information was collected, recorded, and reported.•Worked hand in hand to develop CQA CCCT (Customer Complaint Tracking System) with Publix IS Department which replaced existing ACT! software system.

•Managed all non-represented general liability, property damage, product, and fleet claims.•Conducted initial investigations with store associates and other applicable witnesses.•Secured CCTV footage, reviewed surveillance footage and accurately documented incidents.•Accurately assessed liability exposure.•Negotiated and resolved subrogation claims.•Determined potential third-party liability exposure and responsible for tendering claims.•Monitored claimant’s medical treatment and tracked expenses incurred.•Determined value of claim and obtained appropriate authority to settle file.•Maintained a daily claims diary and maintained a low open claims count.•Piloted extended hours program to aide in reaching Publix customers after 4:30PM.•Successfully trained new hires for a newly created Video Recovery Technician position and assisted in training department analysts.•Mentored three Customer Claims Unit Analysts.