Over twenty-two years in the property insurance claims and restoration industry with a proven record in building damage assessment, restoration analysis, project management and catastrophe response. As a Senior Regional Consultant on the DND Construction Services team I provide detailed and verifiable building damage assessments and repair estimates, mitigation and restoration project management and re-inspection services for a variety of residential and commercial loss types.

My primary product responsibility was Moisture Mapper, an industry-leading web-based moisture tracking and documentation tool for water mitigation losses. I was responsible for authoring scope of work documentation for software enhancements and new features, testing completed software solutions and managing Moisture Mapper issue resolution tickets. I also assisted other Web4Minds clients in conducting process and gap analyses, defining issues/opportunities and proposing solutions. I documented business requirements and created a functional Scope of Work for the software developers to include narrative text, process flows and screen mockups. I also generated user guides, job aids and Help documentation as required.

Engaged for a short-term project, I provided technical assistance and was principle author for software user Help documentation for an Insurance Restoration software provider; included companion training presentation material and detailed sample training cases.

Tasked by senior management to re-engineering their contractor training program, I identified process improvement opportunities and re-focusing the training content onto core First Choice requirements and desired outcomes. As a result, the contractor training cycle was reduced from a self-directed 3-week Computer Based Training process to a 2½-day live/webinar program. The number of contractor offices trained in 2014 increased by 59% over 2013. I also provided project leadership in transitioning First Choice contractors from their legacy claims management system to XactAnalysis SP and led the design and development of mobile device smart forms for use by First Choice contractors to replace existing hard copy forms in the field.

Managed a portfolio of vendors by analyzing vendor compliance to contract, reviewed quality assurance, produced compliance reporting, insured business unit/vendor calibration and conducted vendor performance reviews. Successfully implemented and managed a Wind Mitigation property re-inspection project resulting in over 386,000 re-inspections in a 20-month period with a Return on Investment of over $151M. Provided leadership to internal business units in developing new projects and programs in response to changing enterprise needs across multiple disciplines.

Provided Large-Loss commercial water mitigation project management consulting, re-inspection services, on-site assessment of damages, scope and estimate preparation and as-built revisions. Conducted job site vendor monitoring and documentation of performance, attendance, time and materials, billing reconciliation and preparing, implementing and managing vendor corrective action measures.

*Please Note: IntegResource was acquired by Disaster Kleenup International (DKI) in Nov. 2008As DKI Claims Services Product Manager I researched new product/service opportunities, identified the technology requirements for implementation and assisted in preparing business cases. Developed process flows for integrating new products/services into existing client and DKI processes while building consensus with external and internal stakeholders. Provided direction and assistance to new vendor partners in integrating their business processes with DKI.As IntegResource National Account Director I developed program and contract requirements, process flows, Service Level Agreements and program implementation schedules with clients and vendor partners. Managed vendor performance, conducted periodic performance reviews and executed dispute resolution and/or disciplinary actions as required.

As the Owner of a new business startup I conducted a detailed market analysis identifying competition, potential customers and generated a comprehensive business plan resulting in the successful funding of the start-up capital expense and initial operations costs. I designed and implemented a metro-wide marketing/sales strategy for individual and commercial users including cold-calling commercial marine entities, one-on-one marketing with individual boat owners and conducting group presentations to boating/yachting enthusiast organizations.

Please Note: As a Field Adjuster for Pilot Catastrophe, I was deployed in Jacksonville in October 2004 through January 2005 and in the Ft. Lauderdale/Miami, FL area from August 2005 through February 2006.I inspected and generated a detailed scope of loss with estimate for 900+ hurricane wind loss claims over two high volume, multi-hurricane storm seasons. By providing superior customer service through effective customer communications and achieving a high rate of success in settling claims on-site I received an ‘A’ level Adjuster Rating by a major national property insurance carrier for two consecutive years.

*Please Note: The PRISM Network was acquired by Crawford Contractor Connection in Feb. 2000As the Crawford Contractor Connection Implementation Manager, I developed workflows and procedures (including normalizing Xactimate-specific processes) for new client implementations and new program offerings. I worked with client personnel and Crawford field/corporate staff to coordinate implementations and client/Crawford staff training. I was also responsible for developing program presentation materials, user guides, job aids, etc. adopted by company for use enterprise-wide.As a PRISM Network field-based Area Coordinator I managed a geographically diverse network of insurance restoration contractors and provided issue resolution between client, contractor and insured. I provided technical assistance and training to contractors and clients in scoping, estimating and Xactimate to insure vendor and client desired outcomes were aligned. My responsibilities included assisting contractors in establishing internal quality control processes and inspecting work-in-place by all trades for adherence to specifications and contract requirements.