Eric Mitchell Email & Phone Number

Londonderry, Nh, Us

Atlanta, Georgia, Us

Accountable for ensuring regulatory and statutory compliance for the US Claims operation, along with oversight of the Claims Quality Assurance, Special Investigation Unit (SIU), and Subrogation Departments.

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Atlanta, Georgia, Us

Boston, Ma, Us

-Accountable for 7 direct reports across Claims, Operations, Compliance, Licensing, and QA.-Claims and Operations QA strategic leadership, resulting in new QA processes and system: • Expense Reduction --- Eliminated annual QA System procurement and maintenance expenditures.• Online Capabilities --- Developed and oversaw QA form transition to SharePoint.• Performance Information and Trends --- Made Daily agent performance information and visualization available in Tableau.• FTE Efficiencies --- Eliminated need for (2) QA FTEs to complete monthly manual data cleansing. -Responsible for managing Claims and Operations system enhancements and business process improvements to advance: Customer satisfaction, customer retention, employee engagement, and business operations compliance. -Consolidated branding and voice used across email and print to increase customer engagement.-Led design, copy writing, and implementation of dynamic branded emails to increase online servicing sessions.

Boston, Ma, Us

-Accountable for 3 direct reports - (2) Claims Business Analysts and (1) Project Manager.-Created claims online servicing portal plan and directed cross-functional project team – resulting in reduced call volume and ability for customer to obtain locate claim status 24/7.-Catastrophic (“CAT”) Event Planning and Leadership:• Coordinated pre-storm social media, email marketing, and website advertising to promote online claim capabilities – resulting in 30% online claim creation during major CAT events.• Implemented emergency call overflow vendor.• Trained and managed BPO vendors.• Planned IT and business resource availability.• Monitored system and customer documentation compliance with state regulations and bulletins. • Captured and analyzed system and agent performance; confirmed alignment with business needs.-Managed the implementation of system enhancements to improve customer experience and employee engagement, including design, UAT testing, monitoring and controlling, and delivery to end users:• Email and claim system integration – Consolidated business email accounts in claim system to ensure compliance and improve customer response time.• Claim system task automation – Improved agent efficiency by eliminating manual note creation. • Compliance / legal – Implementation of over 50 document projects, along with automation of customer facing emails and correspondence, to ensure business and legal compliance in all 50 states.• Product updates – Configured claims system to reflect new insurance products and endorsements.• Online servicing updates - Enhanced online servicing portal with FAQs and claim process roadmaps to reduce call volume to agents. - Creation of Claims system and business process knowledge resources; collaborated with Claims Knowledge Team to create online SharePoint knowledge repository and reporting to contribute to organization learning.- Executed Claims Leadership system road-map.

Boston, Ma, Us

-Responsible for initiating, planning, and executing Claims business projects:•Developed and initiated project charters.•Identified stakeholders.•Interviewed technical and business SMEs to collect requirements.•Defined project scope.•Planned budget, resources, and risk responses.•Directed and managed project work.•Coordinated technical project delivery with IT Project managers.•Managed quality and testing plans.-Built SQL queries and work performance information to manage and control business quality. -Trained Claims organization on new business system processes and enhancements. -Converted legacy claims to new claims system.-Updated claims system and documentation to reflect state compliance and legal requirements.

-Negotiated injury settlements with plaintiff attorneys for personal automobile, homeowners, and excess lines insurance liability claims-Handled bodily injury liability claims with reserves up to $250,000 per person / $500,000 per policy-Also Handled property damage liability claims under Homeowners and Auto policies-Managed fatality claim files, including Bodily Injury Liability, No-Fault Coverage, Auto/Home Property Damage, and overall investigation -Analyzed personal automobile and homeowners insurance policies, personal excess lines policies, claim documents, accident reports, and applicable insurance laws to determine policyholder liability and financial risk -Interviewed injured plaintiffs, independent witnesses, and insurance policyholders to gather evidence and case background information-Collaborated with litigation managers in alternative dispute resolution settings to settle disputed bodily injury claims with plaintiff attorneys -Evaluated medical bills, records, and reports with medical coordinators to determine a fair evaluation of the damages and benefits owed-Managed independent investigators, medical examiners, accident reconstruction experts, and surveillance teams to evaluate claims and potential insurance fraud-Licensed in all 50 statesElectric Insurance Company provides personal lines insurance products including auto, home, renter, condo, personal excess liability, and watercraft insurance. In addition, Electric Insurance Company insures General Electric's consumer lines of appliances.

-Appraised, handled, and negotiated personal lines property damage settlements-Assigned and managed independent adjusters to appraise large loss property damage claims -Investigated adverse subrogation claims for GE’s commercial lines and negotiated settlements-Audited property damage claims, on a weekly basis with management team, to ensure accurate payments and state specific regulatory requirements-Completed personal lines auto claims cross-training in April, 2011, to become an Auto Claims Adjuster and actively handle Auto claims in addition to my homeowners claim inventory-License in all 50 statesElectric Insurance Company provides personal lines insurance products including auto, home, renters, condo, personal excess liability, and watercraft insurance. In addition, Electric Insurance Company insures General Electric's consumer lines of appliances.

Juris Doctor

Bachelor Of Science, Business Administration