Jan Baugus Email & Phone Number

Charlotte, North Carolina, United States

Supervised team of 6-8 Field Claims Adjusters executing claim investigations for homeowner policies. Recruited, hired and developed staff by conducting field training and managing claim reviews. Focused the team on file quality, customer service, subrogation, salvage and production while regularly providing feedback to team members and executive leaders.• Known for 3-day turnarounds on Department of Insurance complaints. • Saved estimated $300,000+ over last 3 years on payouts for appraisal claims.• Reduced files in litigation by over 60% in 3 years, using specialized expertise in Texas claims.• Reduced file completion turnaround time from 28 days to 7 days over 1 year period. • Consulted daily by peers and managers due to subject matter expertise in property claims. • Identified need and created appraisal process for property claims used by 35 adjusters and managers.• Provided proactive just-in-time training for inside and outside adjusters at onset of catastrophic events.• Reduced DOI complaints from 18+ annually to approximately 3 annually through team training.• Cultivated culture of empowerment to help employees better meet customer needs with minimal oversight.

Charlotte, North Carolina Area

Account Manager (2017 to present)Responsible for 9 national carriers. Met with carriers. Trained TPA adjusters, file reviewers, and field adjusters in residential property claims for those carriers. Counseled adjusters in proper procedures and techniques of property claim handling. Provided quality performance reviews of adjusters focusing on job development and progression of handling property claims. Provided training and development to staff of homeowner claims ensuring the proper understanding of policy coverage along with performance reviews and rehabilitation when necessary.• Actively recruited to return to Worley Claims Service.• Recognized for saving 2 major clients (estimated revenue of $1M+ annually) by assuming direct responsibility and rebuilding customer trust.Remote Claims Supervisor Supervised up to 72 adjusters (covering17 states) reviewing commercial and residential property damage claims for 19 companies including state insurance pools. Directed property adjusters to make revisions based on policy coverage, deductibles, endorsements, and damage estimates.• Supervised field adjusters, while showing respectfulness and technical knowledge, which resulted in being regularly requested by field adjusters to be assigned to the team.• Trained 6-8 field adjusters annually on analyzing coverage and writing estimates for commercial and residential buildings which resulted in accurate claims and lower rejection rates from client companies.• Invited back annually to train adjusters in continuing education classes at the national conference. Classes were intentionally scheduled on last day of conference as incentive to stay. • Praised in written word and verbally by management for decisiveness, work ethic, and exceptional judgment (Ex: Identified and initiated corrective measures which saved $91,000 in 2011).

Dallas

Central Regional Manager / Resource Network ManagerPromoted after 9 months to Central Regional Manager after original hire in lower level management position. Responsible for overseeing independent adjuster base across all 50 states. Provided training on software, policy interpretation and carrier requirements. Mentored adjusters handling daily and catastrophe homeowner claims. • Trained over 30 adjusters on estimating platforms (Xactimate, Symbility, Simsol) resulting in 50% reduction of returned files through quality assurance process. • For multiple catastrophe events, managed up to 6 area supervisors over time periods ranging from 2 to 4 months.• Increased 7 day file completions from 20% on time to 50% on time during first 10 months due to implementation of diary system and consistent follow up.

Texarkana, Texas Area

Investigated, evaluated, negotiated and settled property, auto and bodily injury claims of up to $250,000 each. Trained new hires and peers. Communicated directly with insureds and claimants in clear, concise manner with appropriate level of detail, empathy and professionalism. ■ Due to strong communication skills, selected from 150 peers to serve on 40 member initial First Party Claim Team program for north Texas region (Successful pilot led to state-wide implementation)■ Traveled overnight to deliver presentations and train new hire classes of up to 20 on how to write property damage claims ■ Chosen by supervisor to serve as remote mentor for peers in offices around north Texas■ Developed knowledge in legal liability, insurance coverage and medical terminology to evaluate losses■ Regularly praised in reviews for building and maintaining effective relationships with internal and external customers