• Support East Zone field claims by successfully leading multiple File Intervention, File Owner, and Injury initiatives and processes

• Operate with high authority limits to manage an inventory of around 200 injury files with an exclusive focus on complex automobile claims including a significant proportion of litigation exposures. Continuously analyze changes to Progressive’s exposure and resolve files timely and accurately.• Direct defense strategy with claims attorneys by reviewing discovery information, attending depositions and arbitrations, and managing litigation costs. Determine the extent of exposure to both Progressive and its customers and decide to proceed with litigation or settle the claim by analyzing the risk and financial implications of both actions. Complete litigation status reports and present action plans for resolution to attorneys and managers.• Tasked with consolidating the number of representatives handling commercial automobile claims in order to improve the quality of claim handling. Analyze and report on the state level results on a weekly basis and initiate actions to improve results. Coordinate and participate in file quality reviews to ensure proper protocols and regulations are followed. Efforts have resulted in a consistent upward trend of key measures including penetration rate and features per day per commercial designate and improving Rhode Island’s ranking within the East Zone with respect to aged injury inventory. • Sought additional training and education including multiple courses covering complex injuries and working towards an Associate in Risk Management designation (expected completion date December 2010). • Chosen to assist local management with confirming injury reserve accuracy on a state-wide level in August 2010. Helped determine appropriate loss reserves on large exposure claims and adjusted the amount withheld for expected payment. Actions resulted in an immediate positive impact on Progressive’s profitability within Rhode Island.

• Participated in the Efficiency Improvement Project for the Northeast Zone in February 2010. Recommended changes to increase department effectiveness, streamline claims handling practices and improve training programs. • Selected to be an inventory representative handling up to 400 injury files from August – December 2008 based on my proven method of prioritizing aspects of the job, completing quick and accurate claim evaluations and negotiating timely settlements with attorneys. Resulted in closing more than 10% of my inventory each month. • Sought additional responsibilities by coordinating and directing multiple settlement days with local attorney firms to maximize state wide injury closures, resulting in greater than a 50% claim closure rate.• Developed less tenured Claims Generalists by proactively reviewing claims, brainstorming action plans to move case towards resolution and granting authority in managers’ absence. Successfully helped transition one mentee into a Claims Specialist position.

• Responsible for interpreting automobile policies and analyzing accident information to determine course of action (payment, investigation or denial).• Handled property damage and bodily injury claims including evaluating the damages, negotiating proper settlements and administering payment to all parties in a timely manner. • Created a process utilizing multi-tasking and organizational skills to effectively handle inventory resulting in exceeding performance expectations for file quality and accuracy. • Received multiple certification blocks in Progressive’s Pay for Proficiency program at a rapid pace within first year.• Earned promotion to following superior performance and demonstrated ability to quickly learn and master complex concepts