Colleen Dugan Email & Phone Number

Phoenix, Az, Us

Recruited based on knowledge of personal injury, legal funding, state jurisdictional requirements, insurance variable claim types, including property & casualty, worker's compensation and catastrophic claims. Provided executive leadership for all customer-facing operations from funding, KPI performance, and transformation efforts. Oversaw underwriting, FinTech, and medical funding decisions to procure medical records as evidence and collateral for pending settlements. ⋙ Strengthened settlement negotiations yielding additional revenue. ⋙ Optimized customer experience by shortening decision cycle 4x.⋙ Deployed operational capabilities enabling team to scale.

Palo Alto, California, Us

Directed third-party agency (TPA) to manage worker’s compensation claims across the U.S.⋙ Developed best-practice protocols for catastrophic claims handling and litigation. ⋙ Oversaw RFP process to contract with new claim-handling TPA. ⋙ Structured new insurance offering with full feasibility and risk analyses.Loved the culture, growth atmosphere, and people!

Owned full-scale operations, planning, revenue/EBIDTA, and legal/regulatory compliance for Marketing/Sales, Technology, Finance/Tax, and Customer Experience. Steered expansion efforts into new markets, reaching 5x size of investment portfolio, and doubling customer retention and company size. ⋙ Multiplied funding 5x with minuscule marketing budget; boosted ROI through SEM, SEO, and organic referrals. ⋙ Transitioned operations to cloud-based environment positioning company for growth in automated, web-based, virtual world.

Woodland Hills, Ca, Us

Managed team of 5 direct and 125 indirect employees across US with oversight for HR, office structure, goal planning, customer strategies, growth, and Lean process improvements. Developed team roles for employees in Scottsdale location and remote field adjusters.⋙ Achieved highest employee engagement scores in company, with associated improvements in quality and compliance, following company restructure to focus on productivity and technical proficiency.

Woodland Hills, Ca, Us

Supervised 10-14 managers dispersed across US. Developed strategic plans, best practices for operating processes, and operational objectives while delivering results and ensuring high level of quality and customer care. Hired team of 30 following centralization and relocation of offices to Scottsdale; structured office in alignment with local jurisdiction.⋙ Increased staff 40% in 10 months by following through on ambitious hiring directive.

Woodland Hills, Ca, Us

Supervised insurance adjusters handling claims valued at more than $250,000. Planned litigation strategies, claims management, and investigative process.

Chicago , Il , Us

Directed team of 90 at 3 nationwide offices, maintaining constancy through 3 ownership changes during tenure. Reviewed and processed claims, training staff to do the same without supervision. Supported marketing, underwriting, and budgets. Audited business processes, as well as branding and corporate culture. ⋙ Ensured high employee morale following notification of location closure by focusing on employee development and support to prepare team for future opportunities.

Hartford, Ct, Us

Acted as liaison among multiple departments reporting to C-suite and ensuring transparent communications. Learned Six Sigma and Lean processes as technical operations manager; analyzed business trends and expenses. Collaborated with legal department to create best practices for standard operating procedures. Managed 3 direct reports.⋙ Generated $7M in 2005 and $6.4M in 2006 for indemnity loss cost reductions through Six Sigma project to review and assign partial liability; program was applied globally. Prior Role: Litigation Supervisor (6 years)

Master Of Business Administration - Mba

Bachelor Of Science - Bs, General Studies

Education record