John Kelly Email & Phone Number

Manage staff of 30 with a primarily focus on high frequency and low severity claims across all states. Ensure compliant operations. Oversee TPA partners and liaise with vendors. Coach staff on technical and desk management skills. Service large brokers and accounts. Conduct monthly performance analyses and report to AVP. In former role headed Large Loss team of 7 commercial casualty professionals specializing in Senior Living, Churches, Non-Profit, and E&S with total reserves of up to $75 million with complex coverage and exposures. Coordinated with Underwriting and Marketing to service large accounts in collaboration with their agents. Ran Large Loss and Litigation round tables. Built partnerships with brokers, Marketing, and Account Managers to ensure quality service on books of business. • Increased customer service satisfaction by 20% by instituting specialization and 2 centralized processes.• The upgrade also cut overhead 15% and increased production 12%. • Raised KPI attainment by developing large loss reports that enhanced quality and timing of financial decisions. • Improved risk assessment by account or book of business via collaboration with Underwriting and other internal partners. Created coverage form language and limits to reduce exposure.

Greenwood Village, Co

Managed 6 Southwest Region Specialty III Associates, overseeing total reserves of $50 million. Provided coaching and feedback to associates. Collaborated with Technical Directors to ensure optimal outcomes.• Lowered overall cycle time by 8% over 12 months by developing and implementing KPIs for production, legal spend, cycle time, and quality. • Reduced legal spend by 4% for a specific book of business.

Denver, Colorado, United States

Specialized in Commercial Construction complex/major case file-handling for large exposure claims spanning multiple states, navigating coverage and contractual complexities. Addressed catastrophic injuries and property damage to ensure comprehensive resolution. In former roles, led a team of Commercial Casualty Adjusters. Coordinated Suit Committee program and handled project management duties. Tracked, analyzed, and reported on office-wide contacts, production, and arbitration cases. Identified process and knowledge gaps and developed training materials and job aids. Implemented new processes and measurements to enhance staff efficiency and successfully met Service Level Agreements for customers.• Managed indemnity and expense dollars for 800 claims, overseeing litigated files with staff and panel counsel.• Launched and managed a regional call center for the Agency Markets Division, hiring 17 staff and orchestrating training on 4 claim systems.• Standardized intake of claims from 6 different companies into a single unified system

Greater Denver Area

Greater Denver Area

Headed Centralized Auto Claim office, leading 65 Adjusters handling Commercial and Personal Lines Auto claims. Provided development opportunities for 9 Unit Leaders. Presented metrics to agents, Marketing, and Underwriting managers and headed performance improvements. Headed Centralized Auto Claim office, leading 65 Adjusters handling Commercial and Personal Lines Auto claims. Provided development opportunities for 9 Unit Leaders. Presented metrics to agents, Marketing, and Underwriting managers and headed performance improvements. As Unit Litigation Manager led 8 adjusters primarily focusing on Commercial accounts handling Bodily Injury, General Liability, Auto, Property Damage, Extra Contractual, and Advertising Injury claims. Oversaw litigated files in collaboration with staff and panel counsels, ensuring adherence to best practices. Conducted weekly roundtable sessions with adjusters and peers to review and discuss cases. Offered guidance on risk transfer strategies.