• Hire, develop, and manage a ten-member team to evaluate and resolve 70+ claims per month based on policy contracts, recorded statements, investigation and incident reports, financial records, and vehicle title documents to verify coverage.• Train team on customer service, case resolution, negotiations, and file management, resulting in promotion of 22 associates.• Oversee resolution of excess limits, RV, commercial auto, coverage issue, and fraud investigation-related claims across WA, OR, NV, AZ, ID, MT, and UT states.• Monitor KPIs, including call quality, customer service, claim resolution, file accuracy to identify performance gaps and develop improvement plans.• Conduct weekly reviews with each associate and provide coaching on effective performance and risk management.• Audit files and calls for customer service, claim investigation process, and accurate documentation to ensure compliance, resulting in a 4.69/5 team file quality score in 2021.• Spearhead risk assessments, negotiations, and settlements of litigious and high-value injury claims with authority to settle for more than $300,000.• Performed auto-repair express file audit, increasing assignment set up efficiency by 15%.• Analyze years of data to create a cost-benefit analysis of Oregon and Washington specific state statutes and change procedure for assessing risk, reducing average loss payment for bodily injury claims across Oregon by 7%.• Investigate coverage, policy, and liability and make coverage decisions regarding commercial and personal auto lines.• Support pre-litigation communication with plaintiff and defense counsel and attend auto insurance bodily injury claims trials.• Identify potential fraud claims for SIU investigation.• Developed training and procedures on complex claim handling.• Won 2020 Gold Chairman’s Award.• Successfully coached and trained three adjusters to Gold Chairman status in six months.

• Built relationships with new customers across 37 states and managed 120 accounts per month with an 87% retention rating.• Identified customer needs for family and built individual life insurance policies.