James Messner Email & Phone Number

•Reviews medium to high complexity work done within personal lines business unit against quality standards, rules, and desired business outcomes. Identifies trends that need to be resolved. •Leads internal calibration reviews, actively participates in discussions related to interpretation of guidelines, and ensures consistency across the team. •Builds strong relationships, rapport, trust and credibility with business partners and peers. Seen as a subject matter expert by business units.•Participates on projects internally and in conjunction with external business units. Aware of other department and business partner workstreams that may impact priorities.•Runs reports to develops ad hoc reports to track results of team, department progress and support leadership requests. •Identifies issues and needed changes with the processes currently employed, and acts as a change agent to coordinate revisions and updates across business units.

Greater Denver Area

•Managed 10 claims associates under direct supervision of claims manager.•Oversaw special investigations, liability reconsiderations, and intra-company arbitration.•Responded to Department of Insurance and Office of Consumer Affairs inquiries. •Conducted periodic best claims practices file reviews and one on one coaching with associates. •Developed training materials and job aids for core team and department.•Oversaw a reduction in claims pending, increased customer satisfaction scores, and better quality audit results across core team while achieving perfect personal quality assurance scores.

Greater Denver Area

•Evaluated high-complexity pre-litigation claims for coverage, liability and settlement. •Conducted detailed examinations of state statutes, insurance policies, contracts and applicable law.•Achieved high audit scores in customer service, valuation and reserving, and best claims practices.

Greater Denver Area

•Determined liability and coverage for injury-involved auto accidents from low to high complexity. •Investigated medical records, negotiate injury claim settlements and prepared settlement paperwork.•Produced early, fair, and reasonable settlements while maintaining low claim pending volume.

Greater Denver Area

•Successfully managed a high volume of claims for 10 states with a low average pending. •Developed claims continuous improvement projects in conjunction with senior leadership. •Regularly recognized by senior leadership for perfect quality assurance and customer service scores.

Higashinaruse Village, Akita Prefecture, Japan

•Taught language classes for all grades in Higashinaruse Junior High School. English communication test scores improved and high school entrance exam scores remained among the highest nationally. •Created and taught a pilot English language course for kindergarten and elementary school students. Subsequently, parents’ number one request for the following year was the addition of more classes.•Created and taught two pilot adult language education programs for members of the local community. The classes received strong reviews from the first group of students. •Coached English students in speech-writing and public speaking for oratorical contest across Japan.

Atlanta, Georgia

• Worked on the team that designed and launched the ProCards format, which became a leading revenue driver for the company nationwide and delivered high response rates for customers such as Kohl’s and Home Depot.• Designed formats, estimated costs and created pricing plans for a wide variety of direct mail in-line finished advertisement for Amex, Capital One, Delta, Lowe’s and Best Buy.• Lead estimator for game-piece printing nation-wide; assisted the sales department in recapturing the multi-million dollar contracts for the printing of the McDonald’s Monopoly Game.• Worked closely with a wide variety of outside vendors to establish pricing and production plans for printed projects that were beyond our in-house capabilities. • Oversaw the training of new staff in the Estimating Department.

Associate In Claims

Bachelor Of Science (B.S.), Graphic Communications