o Designed and programmed (Oracle Java) a process simulation for assigning, and workload balancing, insurance claims to optimize claim rep. performance and job satisfaction. Can simulated incoming claim based on process statistical averages and standard deviations or use actual company incoming claims data to show the results of various assignment strategies. Optimizes claim assignment to representatives based on workload guidelines, count, EFFORT (pre and post assignment), licensed in state, workload sharing (can be on or off by rep.). Reads customer data in from simple Excel format and provide results on another Excel spreadsheet for easy additional analysis. Provides dashboard metrics for supervision to provide better of representatives’ workload. can interface directly, and add functionality, to existing claim assignment systems (written in Oracle Java).o Developing model for evaluating financial and service impact of various workload assignments methods.o Identify clients, develop, and present client presentations.

o Establish the new department. Hired staff, established auditable methodologies and standards for a Software Development Life Cycle and Project Life Cycle.o Initiated and developed the revised Guidewire implementation strategy (customer/product centric vs application).o Proposed and received approved for a commercial product redesign project that included a competitive market analysis and redesign the products in preparation for upcoming Guidewire policy system project.o Redesigned and lead corporate-wide annual project portfolio planning and approval process working with the CEO and his staff. The redesign added a cost/benefit analysis and documentation for each proposed project and a corporate resource analysis to insure we had the people in the business and IT to support the upcoming year’s project portfolio.

o Created the shared Services Area by inheriting 5 departments and creating the Training, Workflow / Technology departments. The staffing consisted of 7 managers responsible for 167 people in 7 locations.o Initiated, and lead, the pre-automation re-engineering project that combined dozens of claims processes across 7 locations into one uniform best practice process. The team combining input from management and those affected.o Acquired and project managed a troubled Guidewire claims transformation project ($23M) while retaining all current operational duties. The project was delivered for less than ½ of industry cost experience to date.o Increased salvage returns by 10% using an auction monitoring team, providing performance reporting to front lines and by specializing heavy salvage vendors.o Developed performance reports and analyzed the claims processes resulting in a 17% annual expense improvement.o Proposed and lead the construction of Claims Data Warehouse to gather, measure, and analyze data to provide performance reporting real-time to supervision. o Increased Subrogation auto collections by re-engineering their process and software system adding an early intervention process for large property claims.o Improved key Call Center’s abandon metrics from poor (company standard) to excellent by reorganizing the way the work was processes (also, 15% staff reduction).o Reestablished the Claims Quality and Compliance Unit, overhauling the quality review process, giving auditors and front line adjusters ownership and establishing a scoring calibration system.o Developed and implemented claim reserving inventory reports and process which freed up $20M in claims reserves by closing reserves on files that had not had activity in years.

o Created the APD department at State Auto. Created the Auto Physical Damage strategy, 1) reengineering the process to one best practice, 2) consolidating 3 technology platforms, and 3) hiring the APD territory managers and appraisers (55 FTEs).o Analyzed operational data and devised the Auto Physical Damages Territory strategy for 31 states, optimizing FTE staffing and reducing overall costs.o Renegotiated APD contracts for Glass, salvage, rental, and estimating system resulting in a savings of over $2M annually.o Created a desk review process unit that allowed the Subrogation Unit to “chip” other carriers’ estimates..

Responsible for the following business units in Claims: Auto Physical Damage, FNOL claims call center, Subrogation, Salvage, Procssing, Quality and Audit, Workflow and Technology, Department Budget, Claims Data Mart reporting group. Created the following departments (hiring, establish processes, and leverage technology): Claims Call Center, Workflow and Technology, Dispatching unit, Centralized salvage unit. Proposed and project managed a new claim and imaging (paper to paperless) systems.o Initiated, proposed, and project managed a $10M claims processing system and imaging system: delivered in 2 years, for all lines of business across 21 locations in 14 states (600 employees) and converted 7 years of claim data history. Reduced staff through attrition after implementation and hit cost benefit targets for the project ($9M annual savings above new annual costs).o Created the Claims Department Quality Control/Quality Assurance/Audit unit and designed their processes.o Proposed and lead the construction of Claims Data Warehouse to gather, measure, analyze, and publish results to improve customer service and file quality.o Developed and implemented APD process improvements. Results: severity in the auto physical damage unit showed a 2.5% drop in severity annually while maintaining a customer approval rate over 95%. Turnaround time for estimates reduced by 20%.o Redesigned and implemented a new Direct Repair Program, a centralized desk review, and a Centralized Salvage Unit.o Project Managed the implementation of a troubled implementation of ISO’s NetMap fraud detection software and uncovered 3 fraud rings.o Designed and programmed claim assignment simulation (Visual Basic) for evaluating workload assignment strategies (on my own time).

o Led Claims Processing, Subrogation, Budgeting, Reporting, and IT support groups.o Improved productivity of Claims Processing Unit: 18 FTEs to 12 in 2 years.o Increased Subrogation auto collections: 11.86% to 12.73% (of annual indemnity). o Per request of the CEO, designed and led a project to re-engineer workflow in the Mailroom.o Design project and project managed project to reallocated field positions and build a centralized Claims Loss Reporting call center (reduced staff by 31%).o Design and built 1st Claims scorecard performance reporting system from flat, comma delimited mainframe data files.

Proposed and sucessfully implemented Claims System (PMSC's CHS). Brought in mid-project to manage a merger between Grange and Ohio State Grange companies. Built a enterprise project portfollio tracking system (WBS Multitrak).o Recovered a troubled corporate merger project between Grange Insurance ($400M) and Ohio State Grange ($30M); delivered a month early and on budget.o Proposed, developed and implemented the first PCs in the Claims Department.o Assistant project manager for a $3M policy system conversion project.o Designed and led a project to reengineer workflow in the Commercial Departmento Developed and implemented staff/resource tracking and reporting system for the IT Department.

o Proposed, sold, programmed, and implemented a unique computerized temperature monitoring system for Fiat’s engine block plant reducing defect rates from 40% to 8%.o Recovered troubled factory floor tracking system project.o Proposed, sold, and implemented a unique measurement and information system to reduce glass defects in the forming process.

o Programmed and built a unique control system for batch chargers that load raw materials into steel and glass furnaces, replacing an older design for half the costo Programmed and implemented a unique information, control, and billing system for a plastic pellet delivery system for transporting plastic from a vendor to GM.o Programmed and implemented a unique measurement and information system to reduce glass defects in the forming process.

Applied Total Quality (Six Sigma in the 1980's) techniques for detecting and control defect rates to increase production. reduced defects on a crucial new product line from 40% to 9%. Programmed factory floor production control and reporting systems.