Kara Thorson Email & Phone Number

Saint Paul, Mn, Us

Eden Prairie, Minnesota

Leads a team of 15 individuals to achieve efficient property and casualty claim handling, filing first notice of loss management and deliver high quality customer service Accountable for delivering customer driven results through adherence management, customer survey analysis, telephone and productivity reporting, vehicle channeling accuracy and quality assurance auditingEffectively led team through operational reorganization maintaining 100% favorable corporate engagement survey rating from direct reportsConducts monthly quality assurance audits for file quality, and state as well as regulatory complianceProvides consistent coaching and consideration to all levels of performers to achieve company results and personal development goalsEstablishes and maintains rapport with internal and external business partners Incorporates LEAN and Six Sigma methodologies through huddle boards, continuous improvement ideas, Gemba walks, 1:1s and standard work to achieve enterprise goalsDirects a results-oriented team by challenging individual contributors to persevere despite setbacks and fostering safe environment to learn and make mistakesParticipant in A3 Kaizen experiment with Quality Assurance and Line of Business Collaboration effort to build strong partnerships amongst Quality Assurance, Investigation, Care Center, Injury to better assist the customer and enhance employee engagement

Established and built new claims department for American Family hiring over 160 individuals to deliver exceptional customer service and claim handling Led a team of 12 individuals to achieve quality customer service for first party casualty claim handling Developed two members of my team on professional goals, resulting in these members being selected for an interim manager position within American Family Established internal audit procedures and compliance standards for operationCreated training and onboarding materials for new hiresFacilitated continuous development and improvement of people, training, processes, and culture to ensure industry leadership in claims customer serviceReviewed first party claims and provided direction for customer service, investigation, coverage issues and subrogation Conducted and evaluated claim file management, coverage issues and quality controlTrained and developed team of specialized Coverage In Question Concierge reps of 20 individualsImplemented organizational changes and led an engaged team through positive change leaders survey result of 4.29 out of 5Communicated and achieved operational profit and growth initiatives and departmental goalsLed branch results in key performance metrics for telephony data and channeling efforts

Understand and interpret Auto, Homeowner, Specialty and Recreational policies Investigate and gather evidence necessary to handle claims to conclusionProactive in handling customer needs, file management as well as claim inventory Negotiate and settle claims amongst a diverse population including peer members, attorneys, agents, customers, claimants and insurance adjustersCommunicate effectively to customers to provide a seamless claims experienceRecognize company exposures and mitigate losses by proactive handlingIdentify fraudulent claims and work with SIU and other sources needed to investigate claims Provide excellent customer service during claims experience, measured by touch points and documentation in work dayCollaborate with team members to assist on files to meet branch and key performance indicatorsDemonstrate knowledge and execution of standard work and complex claimsIdentify injuries as well as create timely referrals to the appropriate injury unitOperate within and above key performance indicators such as touch points, CRP usage and comparative negligenceCompany involvement includes: Concierge Pilot, Third Party Liability Adjuster Claims Catalyst Change Management Network ChampionGuidewire Claim Center System Tester with User Acceptance Testing Eden Prairie Wellness Committee Co-lead Women’s Business Resource Group L.E.A.D. Participant

Minnetonka, Minnesota

Served as site manager of the Cargill Office Center Fitness CenterHired, trained and supervised three full-time staff membersResponsible for maintaining and reporting high program utilizaiton, customer service satisfaction, member retention and engagement levelsProject manager for development and roll out of health and wellness programs, products and displaysSupervised and managed external vendors to ensure exceptional internal employee satisfactionOrganized and administrated Twin Cities wide wellness and health promotion activities, events and incentives for all employees. This include, two annual 5k events onsite averaging over 1000 participants, Spring Activity Expo, health education seminars and Farmer’s Markets Collaborated with human resources worklife solutions division to support national health and wellness benefits programmingManaged internship program and served as Internship Coordinator for HealthSource SolutionsPresenter at 2013 Midwest Health Promotion ConferenceSkilled in Microsoft Office 2010 Outlook, Word, PowerPoint, Excel and Publisher

Performed a variety of group exercise classes such as Turbo Kick, Interval Training, Circuit, Boot Camp, Strength Training, Core Training, Yoga Stretch, Indoor Cycle, Power Yoga and StepCarried out fitness assessment, personal exercise programs and consultations for membersAssisted in organizing the Pumpkin Carving Contest, Wellspiration, Group Fitness Marathon, Weight Watchers Walk and Talk series and Member of the Month programs for employeesAssisted in teaching interns how to teach group fitness and how to develop an incentive program Managed and maintained membership within the Wellness CenterCreated and designed monthly Employee Assistance Program bulletin boardsCreated cancellation audit for old member paperworkWrote material for the HealthSource Solutions health promotion productsManaged internal and external calendars for the Professional Development TeamDocumented current processes of reporting, membership and incentive programsPresenter at the Midwest Health Promotion Conference in Nov. 2012Spoke to students at the University of St. Thomas about pursuing a career in health promotion

Manages course calendar, assignments, quizzes and impute grades in to BlackboardMaintain and updates Blackboard websiteGuest Speaker for 9th and 10th grade Health classes, October 2009 and January 2010Communicated the importance of nutrition in adolescents and young athletes

Performed a variety of group exercise classes Designed personal exercise programs and complete fitness assessment tests for clientsDesigned professional flyers, banners and informational handouts for Spring Training incentive programFacilitated and organized special events and programs such as the Memorial Blood Drive and Daffodil DaysCommunicated and established exceptional customer service skills

Carried out daily office and administrative dutiesSpecialized in administering strength, power, speed and agility workouts Designed effective and safe training programs for athletes of all agesAdministered standardized skill/improvement tests to athletes

Managed girls softball team specializing in outfield, pitching and catching skillsConstructed time efficient practices and effective strength and conditioning workouts.Instructed team building activities