Jeffrey Smith, Cpcu, Scla, Aic Email & Phone Number

Bonney Lake, Wa, Us

Washington, United States

Renton, Washington, United States

Co-led 22-member team of liability claims supervisors and 200+ claims representatives, delivering exceptional customer satisfaction and efficient outcomes. • Pioneered performance enhancements across various metrics, encompassing productivity, quality, customer service, average liability and resolution time. • Appointed as Las Vegas Market Sector leader in December 2020, presenting quarterly performance reports to the Regional Vice President through 2022, influencing growth strategy in Nevada.• Proficiently oversaw critical transitions, including 2019 claims file assignment queue overhaul, the shift to remote work in 2020 during the pandemic and departmental restructuring in 2021 and 2023, resulting in efficiency and quality enhancements.• Attained 80% Customer Satisfaction rating in first notice of loss unit in February 2020, positively impacting customer retention in multiple Western States.• Secured top Supervisor Engagement survey scores in the 2021 Associate Opinion Survey, significantly reducing external turnover.• Managed the Seattle Casualty unit in 2022, overseeing unrepresented and represented bodily injury claims and complex litigation claims.• Enhanced liability resolution time by 3+ days in 2023, consistently achieving over 80% customer satisfaction with exceptional efficiency and quality.

Tucson, Arizona, United States

Managed 7-member team of casualty claims associates within Nevada unit, managing the processing and settlement of both represented and unrepresented casualty claims. • Implemented quality control measures to ensure that claims are processed accurately and in compliance with company policies, industry standards and legal requirements. • Trained, mentored and developed claims adjusters to enhance their skills and knowledge in casualty claims handling. Interacted with policyholders, claimants, legal representatives and other stakeholders to address concerns and questions.• Devised and executed project focused on suspected fraudulent claims in partnership with the Special Investigations Unit, leading to enhanced New Business Loss Ratio.• Attained top quartile performance standings and earned selection for the inaugural Manager Preparatory Program.

Tucson, Arizona, United States

Headed team of 10 liability claims associates, focusing on intricate liability and coverage investigations and first-party medical claims. • Oversaw the entire process of managing and settling liability insurance claims. • Addressed policyholders' inquiries and concerns, providing clarity on claims process and resolving any disputes or issues.• Conducted regular performance evaluations and set goals for the claims team. Maintained detailed records of all claims, including correspondence, reports and relevant documentation.• Delivered top quartile performance, culminating in team securing the #1 national ranking. Personally acknowledged by CEO Bill Roberts in November 2015.• Introduced performance enhancement initiatives to optimize vehicle repair claims processes and elevate customer service survey outcomes.

Tucson, Arizona, United States

Negotiated and resolved unrepresented and represented casualty claims across several Western states, encompassing complex liability, coverage, commercial, catastrophic injury and litigation claims.• Attained top quartile performance in claim settlements, overall closures and file quality.• Recognized as Employee of the Month on two occasions and appointed to the Supervisor Preparatory Program.

Tucson, Arizona, United States

• Handled complex liability, coverage, commercial, and first-party medical claims.• Achieved top quartile performance results in claim closures and file quality.• Selected as a coach for new hire classes due to exceptional performance from May to July 2012.