• Conducted quality reviews and observed team members in the development and delivery of their work; deliverd coaching and on the job training; lead team in resolution of project level challenges. • Identified strategic business opportunities and exercised a disciplined thought process to evaluate the problem statement and possible solutions resulting in a work product which is a qualified concept with a formal recommendation to Strategy partners to pursue or not pursue. • Determined and launched the incubation approach through experiments to test assumed business value for new opportunities (technology, channel, etc...) which included coordination with internal business partners, securing and managing funding. • Assessed feasibility and viability by evaluating whether the concept was technically and legally possible, and within realm of affordability. Tested for market need and interest. • Developed business case and routes by recommending data driven, quantifiable results from feasibility and viability steps. Created final deliverable to influence Strategy partners to determine whether to proceed with the concept. • Served as a consultant to executive management on innovation issues. Assisted unit director with managing workloads and resource planning; developed senior executive level communications.• Advisor to Executive Sponsor and events subcommittee member of USAA's Hispanic Business Diversity & Inclusion Group • Member of the Enterprise Corporate Responsibility Team

•Delivered Property Claim's first self service digital touchless claim capability.•Identified opportunities for, coached others in, and implemented engagement and product development plans. •Developd business process deliverable program plans that aligned to customers, business deliverables and enterprise strategy. •Ensured alignment with customer and appropriate roadmaps.•Led planning, directed and coordinated activities for highly complex projects.•Managed risks by using established methodologies and exercising control plans to ensure alignment with Enterprise specific requirements, process requirements, and business needs. •Reviewed, advised, and developed communication plans for customers and internal stakeholders. •Ensured alignment between internal stakeholders and customers across all business process projects and services using proactive communication and engagement strategies.•Utilized data and analytics to deliver insight into customer and business process performance and opportunities across all services to influence customer and business process activities.•Tested, quantified user experience, and deployed new tools and technology for internal and field employees.

• Assessed changes in state and federal legislation and litigation for trends, issues, and precedents impacting claims service and regulatory compliance. Identified implications and industry positions on emerging trends and issues. Monitored emerging technologies, benchmarks competitors and networks with industry counterparts to identify issues impacting claims service and expense. • Ensured the USAA Brand was well represented by employee and third party representatives for all catastrophe events that impacted our USAA Membership. • Identified, coordinated, and measured training needs with independent catastrophe adjusting firms. Rewrote CAT IA contracts with measurable service level objectives in accordance to procurement, Legal, and Compliance processes. • Maintained oversight of all catastrophe mobile vehicles and equipment associated to catastrophe response. • Coordinated Enterprise level and external Catastrophe response representatives to facilitate delivering USAA's Mission at our Members' most critical time of need.

• Led highly skilled and motivated property claims adjusters who were dedicated to knowing our members, understanding their individual needs, and providing appropriate solutions. • Conducted quality reviews and observed team members in the development and delivery of their work. Delivered coaching and on the job training; lead the team in resolution of claims escalations. • Executed process improvements and lead organizational process changes.

•Served as the point of contact for escalated member complaints and inquiries addressed to senior officers and managed the processes for resolving complaints according to regulatory standards.•Reviewd and edited responses to member correspondence for the company presidents/senior officers to ensure responses were appropriate, accurate, and completed in a timely manner.•Monitored and reviewed workload to ensure that all compliance requirements were addressed appropriately, timely, and accurately associated with case management.•Provided consistent coaching and guidance related to all aspects of issue/complaint management.•Served as the point of contact for escalated member complaints and inquiries addressed to USAA's executive management group.•Kept senior officers informed of status, resolution efforts, and overall metrics results.•Partnered with company presidents, executive officers and Enterprise Member Relations for consistent implementation and execution of member communication policies and processes.

• Adjusted complex property claims. Severity of claims included personal property claims with moderate to high dollar value, structure claims with high dollar value and severity, ALE claims, Section II liability claims with moderate to high severity physical damage, contamination and flood claims, and writing UPP and moderate valued dwelling estimates.

Adjusted moderately complex to complex property claims.Severity of claims included personal property claims involving low to moderate value, structure claims involving moderate to high dollar value and severity, Section II liability claims involving lower severity physical damage, and Additional Living Expense (ALE) claims involving moderate dollar value.Acquired and applied proficient knowledge of P&C insurance industry products, services, and processes to include P&C insurance policy contracts and coverages, and USAA claim handling process and procedures.Served as a resource to less experienced team members on escalated issues of a routine nature.Partnered with and/or directs vendors and internal business partners to facilitate claims resolution.Supported workload surges and/or Catastrophe operations as needed to include working significant overtime during designated CATs.

• Deployed on multiple occasions to assist Members impacted by catastrophic events. Assignments ranged from UPP adjuster, UPP NFIP Flood Adjuster, to Dwelling Team Lead. Trained coworkers on use of estimating platforms, laptop/field equipment setup, and completing required NFIP Flood forms. • Coached Associate Claims Adjusters through the Mentoring Program, developed presentations to train adjusters on the use of estimating platform peripheral tools. • Assisted executive management with local college recruiting efforts.

• Selected, developed, and supported over 50 employees in fulfillment of the corporate mission. Provided coaching and feedback based off secret mystery shopper evaluations and business results in order to achieve superior customer service ratings. • Achieved optimal productivity through managing workload volumes, staffing, training needs, and identifying and implementing appropriate solutions.