Rebecca Nance Email and Phone Number

O Operational lead of field operations supporting 8 states in the West Zone Lead, coach, and develop managers to continuous improvement in business results and employee engagemento Year over year improvement in customer service, quality, and engagemento Strategy development for staffing, retention, training refresh, and leadership development serieso Collaboration with agency force on underwriting challenges, risk assessment, and claims trending Lead transition from fully virtual claim handling back to hybrid in-person/virtual handling  Reduction in LAE by leveraging technology, in person inspections, and contracted vendors

 Oversee the progression and fulfillment of over 50,000 claims annually across 10 states, including additional coverage nationally as needed for support; ensure positive customer experiences by driving process efficiencies and timely responses Lead, coach, and develop 5 managers, 29 supervisors, and approximately 165 claims representatives covering the territory Improved performance metrics within two years including quality standards by 18 points, reduction of inaccuracy dollars by 44%, and employee engagement by approximately 10 points while simultaneously and significantly increasing staffing. Collaborate with senior leadership and HR leadership on a substantial staffing model refresh for the division - Delivered successful implementation of new claims handling strategy and GWCC. Support the catastrophe operations team; respond to national wild fire and hurricane catastrophe needs, handle losses from FNOL reports, and support the field and strategy partners with back-end wind and hail handling  Encourage thorough investigations to occur as needed for fair decisions and recommendations around settlements  Adhere to company compliance policies and regulations; collaborate with the legal team for complex situations Support participation and involvement in local Employee Resource Groups

 Managed the local and virtual teams including four supervisors, 21 field claims representatives, and the clerical staff  Oversaw property claims ranging from $0 - $50K in damages Collaborated with the senior leadership team regularly to provide constructive feedback, complete root cause analysis and recommendations on trends involving quality, customer service, and complaints Developed and implemented enhanced customer service processes and overall performance standards; resulted in a 50% reduction of customer complaints Partnered with peers throughout the country to ensure best practices are shared, the volume is managed properly, and to support the integrated performance objectives

 Managed and mentored a team of eight claims representatives, supported training, and managed claim volume; consistently developed the employees’ leadership skills for promotional opportunities Designed and initiated a new solution to review 2,100 claims efficiently and effectively, by piloting a four-step process guaranteeing each claim was reviewed and processed accurately; this project led to the creation of an automated report  Led the integration with Foremost; trained three new supervisors and 15 representatives on the Farmers processes Ran the first pilot for drone assimilation; developed protocols on how to use it, and created a tracker to document results Administered audits, field rides, and damage investigations occurred to ensure compliance measures were met

 Investigated, evaluated, and settled homeowner claims for new and existing customers Built relationships and negotiated with contractors to determine the best rates for services Mentored new hires on policies and processes to support their development and set them up for success Participated in and provided feedback to leadership and project teams on a national pilot for contents handling

 Promoted from a call center representative to a litigation examiner within three years Managed 120+ active bodily injury, coverage, and liability claims Investigated coverage and liability for the customers, and evaluated and settled claims with first and third parties Researched and handled cases that were being litigated; attended mediations and pretrial meetings