Yolanda Brown Email and Phone Number

Manages a dedicated liability claims office responsible for managing commercial automobile, general liability, products and subrogation claims for a Fortune 50 Client.Fully responsible for technical proficiency of the office work product to include compliance with all corporate/office standards, client service instructions and performance warrantiesManages claims procedures and ensures that best practices are in place and followed; drives results through the consistent utilization of best practices and proceduresDirectly and actively engages with the client, Account Management, Senior Management and brokers to continually refine the offices understanding of client requirementsMonitors results and trends, addresses issues/concerns that could impact profitability; reports concerns that extend beyond span of control; acts or recommends solutions as appropriateAnalyzes a variety of claim files to ensure the execution of standardized claim protocol, litigation management and claim handlingManages office performance to expectations for service standards for timeliness, accuracy, and claims management in a candid, constructive and timely manner. This includes providing employee feedback on performance (results + leadership), rewarding, recognizing and/or coaching to improve performance as appropriateReports and consistently evaluates key performance indicators in order to measure department success and improvement opportunitiesMeets with employees on a regular basis to discuss performance and quality; interviews, hires, develops and retains qualified candidates.

Manages litigation compliance and quality for a 14 member unit, oversees the selection of defense counsel, acts as the liason between client, defense counsel and the client's national coordinating counsel. Provides technical direction and guidance to examiners. Maintains a diary on all open claims, assures the establishment and maintenance of adequate and accurate reserves. Ensures cases are targeted for early resolution as warranted. Alerts the client to risks, trends and issues that adversely impact their operations, coordinates with client the review of high exposure cases on a quarterly basis. Mentors, trains, prepares and administers performance evaluations.

Reviewed incoming claims and assigned to examiners based on experience. Responsible for ensuring unit members met company and client standards. Provided technical guidance and instructions to ensure quality claim investigation and prompt, efficient cost effective claim resolutions. Completed performance evaluations. Conducted unit training and meetings

Investigated, evaluated and negotiated complex and high profile commercial line claims both litigated and non-litigated attorney represented cases. Attended mediations, directed defense counsel to ensure the most cost effective outcome in claim resolution. Prepared and presented reports for semi-annual client review. Trained and mentored new colleagues.