Kyle Olig Email & Phone Number

Des Moines, Ia, Us

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• Lead development of new workflow for shared staffing: Triggers for claims overflow, logistics, assignment, categorization, distribution, and selection of responsible staff. • Project management of video claim documentation pilot program: Training of staff in nine states, development of training materials, and collaboration with senior leadership and legal teams to implement pilot.• Knowledge of software & systems: Adjustrite, CCC, Class, Jclaims, Passport, AWD, eLibrary, Workbench, ISO, ARMS• Created new claims process workflow for department to reduce cycle time and better quality of customer service, resulting lower claim volume and improved customer service scores.•Day to day management of nine-person team: Customer complaints, Associate performance assessments & hiring, pending claim management, research & implementation of new training.• Demonstrated versatility and efficiency by managing two commercial teams (current & VEC) during hiring process for VEC manager.• Professional development: Pending completion of AFIS designation, completed White Belt introduction to Six Sigma.

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• Minimized redundancies in claims processing by eliminating unnecessary steps in process.• Day to day management of eight-person team: Customer complaints, Associate performance assessments & hiring and pending claim management.• Worked with vendors to maximize salvage returns and minimize cycle time.

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Advanced to Specialist role, moving to handle Specialty claims including farm machinery, boats, RVs and more.

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• Team lead for Mid-Atlantic Regional Office; transferred from multi-region team to help create efficiencies and mentor new claims staff.• Member of FTC/VEC Advisory committee for centralized claims optimization; selected by management for participation.• Licensed in every U.S. state in which Nationwide does business; Multi-line background including Commercial, Personal, and Medical.• Knowledge of both Allied and Nationwide claims systems – continued high performance and role as described in previous position.• Developed exceptional relationships with regional offices including Lincoln, Pacific Coast, Rocky Mountain, Mid-Atlantic and Texas office.• Consulted with Quality Assurance team and demonstrated claims procedures to aid standardization efforts.• Self-taught in PCRO claims process and state regulations; proactively trained other team members.• Exceptionally involved, observant and proactive participant in claims centralization process, strong background with various stakeholders and internal groups.

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· Fire/Theft team lead for Lincoln Regional Office, mentored and assisted in training of Fire/Theft team.· Multi-line and multi-state background, including AZ., NM, ND, SD, NE, KS and licensed in OK.· Attended week-long Fire/Theft school at Columbus, OH training center in September 2007.· Demonstrated drive for results through high performance reviews; achieved perfect “Exceeds” record and completed skill path for Fire/Theft in less than 3 months.· Led training of Material Damage team on ICI process and procedures.· Familiar with fraud/theft resources and personnel including NICB, ISO, Rimkus.· Maintained positive and cooperative relationships with multiple vendors, government agencies, attorneys and Special Investigation Unit members.

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· Responsible for Med Pay portion of claim; selected by management to fill first position of this type.· Designed workflow for Med Pay position for Ariz., and upon exiting position trained additional LRO reps in that process.· Demonstrated exceptional organizational skills; consistent and professional follow-through with customers.· Investigated medical treatment to determine if accident related; verified treatment with insureds, lawyers, doctors.· Completed additional skill path testing for Med Pay.· Reviews show consistent highest performance on team.

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· Completed skill path testing within six months of start.· Investigated new casualty claims for liability and coverage.· Determined the responsible party for claims.· Worked with material damage and multiple vendors to repair vehicles.· Received recognition for innovative ideas and customer service; subject of a Snapshot of the Week.