Construction Defects Claims AdjusterNetwork Adjusters, Inc - Denver, CO February 2020 - PresentHired to gain claim handling experience with construction defect losses with the long-term goal of assuming a construction defects leadership position.• Investigated litigated construction defect losses in multiple states with loss exposures up to one million dollars.• Identified coverage, evaluated liability and damages, reviewed and analyzed construction contracts, documents and legal pleadings.• Determined need for, identified and engaged experienced independent adjusters, engineers, counsel, or other technical experts while monitoring and controlling costs.• Reviewed and interpreted commercial General Liability policies and accordingly communicated coverage issues verbally and in writing through reservation of rights letters.• Developed plans of action to proactively conclude claims through timely evaluation of damages, engaging other parties, negotiations and settlement pursuant to claims guidelines.Advised agents, policyholders and internal stakeholders of claims status as required

Facilitator of conducting research into local business to analyze value and opportunity to invest in, purchase, and grow. Actively seek existing businesses to purchase, operate, and turn into profitable ventures. Conduct financial appraisals with current owners and conduct multiple interviews to garner interest and expertise. Collaborate with financial institution to acquire loans in order to execute leasing contract and finalize documentation for seller and bank. * Review financial documents and EBITDA to evaluate risk and potential profitability for business and anticipated growth and provide investors necessary information to make a sound decision. * Partner with franchise owners to learn business and proprietary computer system; participated in 3 week on-line and off-site training to garner better understanding of technical systems and business operations.

Oversaw claim handling processes and cross-functionally partnered with executive team and department leaders to identify areas of improvement and implement solutions that enhanced customer success and operational efficiencies. Ran weekly loss-ratio reports and analyzed data to identify trends and develop solutions to minimize operational business impact. Led the successful execution of commercial/residential property, auto, flood, and liability claims. Managed employee performance and ensured team success by monitoring workflow activities, providing mentoring, and facilitated career development opportunities. Established department goals in accordance with company visions and business objectives.• Developed and maintained operational risk analysis, monitoring tools, and ran risk management metrics weekly to identify and examine operational risk for 300+ insured clientele; consulted with senior management to execute time sensitive solutions of adding endorsements, increasing premiums, or terminating business agreements. • Enabled reduction in customer complaints by 50% and increased satisfaction by developing and implementing advanced training for department leaders to deliver to agents; improved customer communication with standardized coverage checklists and scripts to be utilized when educating customers on policy coverage.• Identified gaps in communication between executive leadership team, department leaders, and agents; established weekly meetings with customized metrics detailing customer complaints and service issues to be addresses and resolved. • Improved carrier audit results by 24%, increased regulatory compliance, and minimized complaints by developing new processes and creating a claim handling “best practices” manual to improve and streamline claim handling procedures.• Decreased ALAE / LAE payments by 23% through development of an innovative vendor procurement process and facilitating quarterly vendor meetings.

Progressive tenure based on outstanding performance; recognized and earned “Bronze Medal Award”, “Employee of the Year”, “Quality Education System Award”, and “Employee Rookie of the Year”.Held multiple roles with increased responsibilities starting as a Claims Adjuster with consistent promotions into various leadership roles averaging every 2 years. Led both the PIP (Personal Injury Protection) and Casualty Units ensuring 18 team members were successful by conducting ongoing training and facilitating achievement of objectives. Led the development and implementation of streamlined processes and procedures to improve internal operating efficiencies and compliance. • Spearheaded cross-functional team development and implemented advanced processes to enable compliance with new house bill for Hawaii; collaborated with underwriting, marketing, agency force, and leadership team to execute.• Reduced customer complaints by 28% through crafting a formal complaint log and tracking complaints from issue development through resolution delivery.• Instituted a customer service training program to better equip and prepare customer service professionals on how to successfully handle incoming inquiries and customer issues.• Developed and implemented an innovative subrogation program resulting in 35% increase in collections and decreased office loss; created and rolled-out training program, updated documentation, and new processes to support program.• Decreased severity by 18% by improving workflow processes and adjuster efficiencies.• Contacted clients and proactively negotiated settlements to decrease uninsured motorist severity by 22%.

Prepared cuisine for special events and catering affairs based on clients’ needs, guest size, and food preferences. Met with clients and conducted interviews to ascertain event theme and menu ideas. Reviewed food and labor cost estimates based on budget and presented to client; closed contracts to deliver customized menu.• Executed 2 catering events per month ranging in size from 15 – 85 guests.• Led new business generation by word of mouth advertising, referrals, and marketing efforts. • Successfully facilitated catering services for wedding with 85 guests in attendance.