Wayne Evans Email & Phone Number

Harrisburg, Nc, Us

United States

Consult and lead catastrophe response effort for client - Frontline Insurance Company.- Advise on catastrophe claim handling processes and procedures. - Lead team accountable for review and approval of formal claim handling correspondence.- Complete file review and quality audits.- Coach and train staff on claim handing best practices.

Charlotte, North Carolina Area

Managed countrywide oversight of Express, Subrogation, SIU, and Property file handling and estimating quality. Led 84 quality professionals to achieve business objectives and performance metrics to execute claims processes. - Created and executed a holistic quality control strategy that improved calibration between QA and the Field by 12ppts, which increased overall total file quality by 8ppts in 2021 from PY. - Implemented process re-design and training initiatives that helped streamline redundancy and led to a 30% gain in operational and workflow efficiencies.- Provided monthly quality assurance updates to senior executive leadership. Collaborated quarterly with Field Claims Leaders, Home Office and Claims L & D to develop effective strategies and communications that addressed gaps in quality and process compliance.

Charlotte, North Carolina Area

Led team of 60 quality professionals responsible for oversight of 800 catastrophe staff and 400+ contingent workers.- Oversaw Auto and Property catastrophe claims handling and estimating quality. Implemented strategies that produced a 4-5% improvement in estimating quality. - Provided analysis and recommendations to vendor management team based off quarterly audit findings.- Collaborated across a national organization to provide metric support to Regional Claim Leaders regarding the execution of action plans and initiatives to meet business objectives.- Developed and facilitated educational training modules for adjusters to improve skill gaps.

Charlotte, North Carolina Area

Ran a field Market Claims Office (MCO) operation of 110 catastrophe professionals spread across a large geographically dispersed area. - Made complex decisions that resulted in the achievement of operational, customer service, loss cost and expense control management. - Identified hiring, training, and succession planning opportunities to enhance employee development.

Charlotte, North Carolina Area

Oversaw a matrixed team accountable for the development and execution of the catastrophe organization’s response to catastrophic events. - Owned and maintained catastrophe response plan and coordinated company response to catastrophe events.- Deployed resources, directed workflow distribution, supplied training, mobilized equipment, communicated plans to internal and external stakeholders, modeled catastrophe exposure, and employed technology enhancements.

Greater Chicago Area

Managed an inside Market Claims Office (MCO) of 125 staff and up to 500 contingent workers, which included Commercial, Encompass Insurance, the dispatch operation. - Supervised satellite catastrophe claim offices in Lake Mary, FL and Mobile, AL- Oversaw a $8.3M annual expense plan and $200M in annual catastrophe claims payouts.

Charlotte, North Carolina And Atlanta, Georgia

Roles held include Field Property Claims Representative, Unit Claim Manager, Property Claim Manager