Stephen M. Payne Email & Phone Number

Enumclaw, Wa

Technical and administrative supervision of a team of field claims adjusters in WA, OR, UT, ID and AZ. Responsibilities include on-going training and development, performance management and oversight and management of coverage and damages investigations.

Silverdale, Washington

Managed field claims operations for West Coast and Mountain states. Led team of 31 personnel including 2 supervisors and regional examiner.• Provided strategic direction to department and division as part of management team.• Developed and administered regional and division budget.• Implemented key cost control measures to comply with parent company directives.• Identified new field territories and successfully presented justification to senior management.• Led company effort to convert California staff from exempt to non-exempt status.• Successfully directed efforts to implement and train staff on new estimating and claims management systems.• Led impactful department and division initiatives on customer service and file quality.• Encouraged continuous development of direct reports resulting in promotion and qualification for succession.

Silverdale, Washington

Supervised adjuster units in Texas, mountain states and west coast. Administrative and technical oversight of adjuster units of 12 to 16. • Developed comprehensive staffing model that accurately predicted economic viability of field territories with differing product and cause of loss frequencies.• Implemented mandatory training for state specific compliance programs.• Successfully led catastrophe teams responding to events like hurricanes Ike and Rita, and the 2008 San Diego wildfires.• Designed and developed guidelines for handling specific high threat claim types including mold and foundation claims in Texas. • Successfully developed staff through professional education and training allowing for critical bench strength and succession plan goals to be met.• Consistently exceeded goals for productivity and service metrics.

Cincinnati, Ohio

Conducted classroom training of all new adjusters for inside and field positions. Conducted field training for remote staff adjusters.• Allowed department to double the number of field adjusters while maintaining high productivity and quality standards.• Developed classroom training modules for insurance basics and claim handling basics.• Assisted in development and implementation of field training best practices.

Cincinnati, Ohio

Direct large and complex loss handling and technical supervision of all adjusters in region.• Successfully presented claim handling and resolution plans to the department claims committee.• Worked with supervisors on technical development of both inside and field staff.

Las Cruces, New Mexico

Start-to-finish handling of multi-line claims in large field territory.• Exceeded service goals.• High attention to detail and file quality.

Bachelor'S Degree, Agricultural Business Management

Graduate Studies In Agricultural Economics And Business Administration