As the Head of Regional East Auto Claims, I oversee the management and strategic direction of Personal Lines Auto liability and auto physical damage claims across the eastern zone, which encompasses 38 states and a workforce of over 500 employees. My role is pivotal in shaping our claims operations to ensure we meet and exceed customer expectations while achieving our organizational goals. I set the vision and strategic direction for the east zone claims team, ensuring alignment with broader enterprise objectives. This includes defining key performance indicators (KPIs) and focal areas that drive operational excellence. I work closely with various business partners, including product development, actuarial teams, underwriting, and distribution channels. This collaboration is essential to ensure that our claims strategies are integrated with overall business objectives and that we leverage insights from different departments to optimize outcomes.

As the Head of Transportation Network Companies (TNC) and Commercial Auto Claims, I spearheaded the management of commercial liability and auto physical damage claims across the nation. My role involved strategic oversight and operational leadership, ensuring that our claims processes were efficient, effective, and aligned with industry best practices. I directed a team of over 250 professionals dedicated to handling all aspects of commercial auto claims, including property damage and large loss injuries. Fostered a collaborative environment that encouraged professional development and high performance. I worked closely with various business units including TNC operations, product development, actuarial science, underwriting, marketing, distribution channels, and legal affairs. I served as an executive sponsor for our Claims Diversity & Inclusion (D&I) Council, promoting initiatives aimed at fostering an inclusive workplace culture. I also actively participated as a member of the Enterprise D&I Council to drive broader organizational change.

As the Head of Strategy and Casualty for Business Insurance Claims, I set the strategic vision and operational framework for our nationwide business insurance claims division. My role was pivotal in shaping the direction of our claims processes, ensuring alignment with corporate objectives while enhancing efficiency and effectiveness. I was responsible for establishing the strategic roadmap for Business Insurance Claims. This involved conducting comprehensive market analyses to identify emerging trends and opportunities, which informed our vendor selection process. I evaluated potential partners based on their capabilities, reliability, and alignment with our strategic goals. My role required close collaboration with various departments including legal, product development, actuarial science, distribution channels, underwriting teams, and innovation leaders to facilitate seamless operations.

As the Director of Casualty Auto Claims Strategy, I was responsible for establishing and executing the national strategic direction for Personal Lines Liability and Medical claims. My role encompassed the comprehensive oversight of all auto claims processes, ensuring alignment with organizational goals and industry best practices. I worked closely with senior leaders across product development, actuarial science, underwriting, and innovation departments. In this role, I designed and refined processes for auto claims management to enhance efficiency, accuracy, and customer satisfaction. I identified key focal areas within auto claims that require targeted attention to drive performance improvements. Evaluated and determined the most effective tools and technologies to support claims handling, ensuring they meet operational needs

Led the largest claims operation within the organization, overseeing a comprehensive network of five locations and a workforce exceeding 250 employee. Directed all aspects of liability and auto physical damage claims across the North Texas territory, ensuring efficient processing and resolution. Successfully streamlined operations across multiple locations, enhancing productivity and improving overall claim handling efficiency. Implemented best practices in claims management that resulted in improved customer satisfaction scores and reduced cycle times for claim resolutions.

I led the National Med/PIP operation that consisted of 2 locations with roughly 115 employees. I managed claims in 34 states and frequently collaborated with our product, compliance, actuarial and legal teams.

I supervised liability and litigation claims in the greater Houston area. In this role I had 6-8 direct reports and this position required significant collaboration with our legal team in determining the best direction for complex litigated cases.

I started my career as a field liability claim representative. In this role I investigated auto liability accidents to determine fault and handled injury claims to resolution.