Multiple claims leader roles supporting the National Flood Insurance Program. Litigation Claims Leader - Responsible for management of the litigation from receipt of suit to resolution. Work closely with defense counsel to provide guidance, strategy and authority. Experienced in mediation, settlement conferences, and depositions as a corporate representative. Catastrophe Claims Leader - Responsible for the strategic execution of the company-wide catastrophe plan. Creating, maintaining, and updating the catastrophe plan. Planning and conducting catastrophe simulations to ensure a steady state of preparedness. Working with all departments in the company to ensure their departmental catastrophe response plan is current and executable without advance notice. Managing the external claims professionals who are brought in to assist in a catastrophe.Customer Relations Manager - Liaison to large insurance company clients to assist in resolving claims related matters, improving claims handling processes, facilitating resolutions and providing claims settlement data. Focused on creating an excellent customer experience and protecting the Brand.

Led a national team in the investigation and response/resolution of over5,000(annually)customer and regulatory claims related complaints. Comprehensive knowledge of Personal and Commercial claims.Extensive project management experience. Utilized complaint trending and customerpain points to create training for our claims professionals to improve the customerexperience and raise satisfaction scores.Directly handled customer inquiries on behalf of the CEO and Chief ClaimsOfficer for all Personal and Commercial Lines claims.Successfully integrated customer relations teams from three acquired companies overa period of five years, and created a centralized customer relations team to improvethe customer experience including a closed loop process for Net Promoter Scorefeedback.

Directed a team of Claims Consultants in the investigation of and response to customerand Department of Insurance inquiries. Initiated and conducted complaint reporting for the National claims organization andprepared and presented training on reducing complaint volume leading to year overyear reductions averaging 10%. Conceived and led the implementation of a paperless complaint system, saving over $50,000 annually in printing, storage, and personnel expenses.

Personally investigated and responded to customer and regulatory inquiries related toclaims handling in all operating states. Trained other Consultants and prospectivesupervisors on customer experience and complaint reduction methods. Developedrapport with regulators to create programs to more quickly assist in customerresolutions.

Engineered and implemented the consolidation of multiple liability claims operations into onestatewide operation. Responsible for all Personal Lines auto and property liabilityclaims for the state of Missouri. Led a team of 8 supervisors and 35 claimsrepresentatives, including overseeing litigation management.

Initiated and orchestrated the consolidation of three claims operations into onestatewide operation. Responsible for all Personal Lines homeowners and recreationalproduct claims for the state of Missouri. Led a team of 5 supervisors and 30 claimsrepresentatives, during a period of significant transition and high catastrophe volumeand oversaw litigation management.

Trained in and adjusted Field Auto, Liability, Property, and Commercial Lines claims with all ranges of complexity. Successfully completed the Claims Management Trainee program and became a multi-line Claims Supervisor with a team of 11 handling all personal lines claims for a large geographic area.