 Currently partners with Facilitators, Developers and Claims Staff to ensure consistency of training, claims service, quality and regulatory information is provided to the new Property employees While building strong working relationships, reviews current curriculum to research and identify errors in accuracy; provides feedback utilizing experience and knowledge in the P&C claims process  Implements new procedures after anticipating and analyzing critical business issues Communicates and presents recommended redesign and updates to Executive Leadership Team while overcoming derailers Developed and implemented new NET process Developed current IPAT manager process

 Provide tactical direction and oversight for all team functions and activities, including: organizational effectiveness and development, staffing, compensation, employee relations, performance management, training and development.  Scope of responsibility includes management of a unit of up to 12 licensed claims representatives in day to day operations of Property and Casualty claims handling; to include daily/weekly/monthly performance coaching and evaluations for work quality, analysis of phone performance accompanied by feedback and action plan development as well as motivation techniques to foster superior and sustained performance.  Provide project leadership and implementation strategies for campaign to increase customer satisfaction during the entire claims process at regional and national levels.  Provide critical insight, guidance and recognition to employee understanding and commitment to the corporate Mission Statement and Strategic priorities and Commitment to Service.  Manage annual salary and project budgets.  Resolve conflicts for customer service or claims handling issues.

2001–2006 USAA Senior Instructor  Instructs in a variety of subjects including complex technical, customer service and managerial skills. The audience included a wide range of front line employees up to the management level.  Manage, instruct and facilitate employees and management in a classroom/lab environment. Coaches, mentors and provides development opportunities for other instructors.  Serves as a delivery representative in the development, implementation and assessment of curriculum. Maintain business and training skills/acumen through skills update and professional development and certifications. Assess and maintain accountability for performance results and provide feedback regarding learning solution effectiveness1999–2001 USAA Performance Specialist Responsible for Instruction, coaching and mentoring in the classroom environment to include subject material such as: Property Claims, Property Prep, Xactimate and any additional training needed by the Property customer.  Mentored and coached new and existing Performance Specialists in the department by monitoring and providing feedback to them during the last four years.  Provided assistance to the Claims Training Manager, with equipment Budget task analysis, monitoring her email and assumed managerial duties as required.

 Responsible for investigation, evaluation and negotiation of property claim files with varying degrees of complexity.  Works under minimal supervision to perform work assignments and problem resolution. Recognizes life events, understands member's needs and provides advice in order to deliver appropriate solutions to members.