Jan Cook Email & Phone Number

Phoenix, Az, Us

United States

Brought in to boost OCM practice Kemper-wide. Play a critical hands-on role in "bringing people along the journey”. Known for consulting agility, focusing on the people side of change to ensure and evaluate readiness. Support changes to business processes, systems, technology, job roles, and organizational structures at the organizational level. Creating and implementing change management strategies and plans that maximize employee adoption and usage. Assess the change impact by identifying, analyzing, and preparing risk mitigation tactics and managing anticipated resistance. Drive faster adoption, higher ultimate utilization, and greater proficiency of the changes that impact employees in the organization to increase benefit realization, value creation, ROI, and the achievement of results and outcomes.

United States

Recognized with an exceeds performance rating by exceeding KPI metrics. Charged with managing a staff of 5-7 Team Managers and 30-50 adjusters that vary in skill set. Defining and communicating clear goals that impact the company’s bottom line—implementing organizational changes while providing support and direction to staff for consistent expectations. Auditing manager and individual performance for accuracy and quality. Identifying potential resistance, and implementing a mitigation plan to hold employees accountable for results while providing constructive feedback to improve productivity while giving first-class customer service. Coaching and training new managers along with conducting Bi-weekly manager meetings. Maintained workflow by assuring prompt and accurate handling of assignments. Monitor and set goals to help reduce loss ratios and leakage. Writing and delivering performance corrections plans, reviewing bodily injury demands, and approving requests above the pre-set manager authority limit. Review manager responses to Department of Insurance complaints. Maintain quality service by proactively communicating with staff, upper management, and key personnel in various departments.

Accountable for managing a team of five to seven Non-Standard Casualty Claim Adjusters with claim inventories ranging in complexity. Provided technical expertise, staff development plans, participated/guided on claims handling and adoption of company practices/procedures. Reviewed coverage denials for accuracy, mentored and continuous improvement plans to aid in developing adjuster readiness for manager roles.

Managed three offices, people readiness, and comprehensive management strategy. Oversaw 25+ employees; duties included hiring, promotions, training plan, ensuring adoption of company policies, and performance evaluations. Guided staff in complex settlement negotiations. Maintained a direct relationship with defense counsel, and prepared claim files for mediations/suits. Subject Matter Expert in mediations and depositions. Responsible for the monitoring and processing of all payments in the Western region. Claim reviews ensure that quality and file accuracy are within company objectives. Claim handler development as well as action plan counseling. Liaison representative for Department of Insurance complaint investigations.

Oversaw a staff of 10 total loss adjusters/salvage clerks. Trained and guided team to ensure efficient total loss outcomes, including proper and inclusive claim investigations and settlements. Accountable for providing monthly corporate salvage reports to executive management. Reviewed and audited all total loss offers to reduce errors in offers. Established a real-time impact assessment to ensure all possible exposures with estimated settlement numbers. Review and define procedural changes to allow quick salvage recovery, total loss processing, and reduce storage fees due to quick settlements.

Responsibilities included coverage investigation, recorded statements, Autosource evaluations, and providing accurate total loss offers to all parties. Ensuring that state-specific title and salvage guidelines are adhered to, establishing, and maintaining monthly salvage reports, direct partnership with the Special Investigations Unit for fraud indicators, and reporting potential fraud.

Bachelor'S Degree, Organizational Management, 4.0

Activities and Societies: Sigma Sigma Sigma, Golden Key International Honour Society

Associate Of Science (As)