Tommy Harrell Email & Phone Number

Alpharetta, Georgia, United States

Alpharetta, Georgia, United States

• Owner of the Life Data Prefill and Property Data Prefill Suite solutions to ensure the solutions are meeting the market’s needs.
• Responsible for ensuring the solution’s value prop is properly messaged within the market through customer presentations and other collateral. Develop informal training for Account Managers as needed.
• Evaluate solution performance through dashboard analysis, business reviews and customer feedback. Analyze all customer feedback to offer solutions and/or work with technology teams to enhance the solution’s performance.
• Recognize product performance improvement needs and have managed or currently managing 2 GTM/major enhancement projects and 7 product support projects.
• Provide product updates and overall health of product within the market through Quarterly Business Reviews presentations to the Sr. Leadership Team.
• Mentor team new hire to ensure effective onboarding experience.

Atlanta, Georgia, United States

• Leader in Allstate’s Continuous Improvement (CI) program to deploy the Continuous Improvement Management System (CIMS) within the Esurance Non-Injury claims organization for ~280 leaders and frontline associates.
• Led Non-Injury organization through introduction to level 2 of 4 CI maturity within 12 months of implementation.
• Analyzed data to identify opportunities related to efficiency, effectiveness, and customer experience.
• Coached front-line level leaders on the tactical approaches to implementing CIMS across nine sites.
• Influenced business leaders to utilize the CIMS to address identified opportunities and discover better ways of working.
• Directed the creation of 8 claim’s standard process documents.

Alpharetta, GA

• Managed Claims Advisor team with varying liability and coverage complexity across 8 states.
• Collaborated with local management team to develop and implement action plans resulting in the Atlanta claim’s branch Net Promoter Score (NPS) increasing by ~40 points and successfully meeting and exceeding yearly.
• Ensured Claims Advisors were adjudicating claims according to state and company guidelines through audits and individual coaching.
• Acted as a Total Loss subject matter expert on behalf of the branch.
• Handled escalated customer concerns for amicable resolution.
• Analyzed trends within the department and branch to recommend process improvement and ensure unit consistency with our business practices.

Greater Atlanta Area

• Member of Management team that strategically implemented plan to increase Mercury Insurance Group rating in JD Powers Survey from low to mid-tier (Highest improvement of any insurance company in 2011).
• Organized office Customer Service Excellence Initiative and trained branch on providing stellar customer service.
• Monitored the daily claims functions and workflow planning for in-house claims department.
• Interviewed potential candidates, staff planning, performance planning for unit and conducted bi-annual performance evaluations.

Greater Atlanta Area

• Directed the defense and resolution of disputed liability through local default judgement hearings to minimize payouts and maximize recovery.
• Recovered $1.1 Million for GA Claims department within first 12 calendar months.
• Achieved a 96%-win ratio in Arb filings increasing recovery and minimizing payout.
• Evaluated complex liability claims to identify subrogation potential.

Greater Atlanta Area

Adjusted Auto and Bodily Injury claims according to applicable laws and policy provisions for states of GA, VA, and MS. Negotiated settlements with attorneys, body shops, and customers to bring claims to an amicable resolution. Handled all aspects of the total loss and salvage file. Investigate fire/theft losses thoroughly and recognize and fraudulent.

Greater Atlanta Area

Received and processed non-standard auto liability claims for state of GA and CA. Ensured claims were handled in compliance with strict state guidelines.

Greater Atlanta Area

Reviewed and settled property (mobile home) repossession claims. Reviewed policy language and buyers agreements to ensure lender loss reports were filed properly. Prepared files for subrogation efforts.

Greater Atlanta Area

Investigated simple auto liability claims and negotiated first party claim settlements. Reviewed policy language and determined coverage.