SUMMARY:

Strategic to execution minded Product Manager, technologically savvy leader with a passion for working in demanding environments. Known for creating solutions for the best possible customer/employee experiences with efficient and effective data driven results. Proven to inspire, engage, and develop talent across cross - matrixed teams in the organization.

PROFESSIONAL SKILLS:

• Leadership
• Strategic Vision
• Human Centered Design
• Project Management
• Data-Driven Decision Making
• Operations Management
• Software Development
• RTC/JIRA
• Risk Mitigation/Quality
• Process Mapping
• Process Improvement
• User-Experience

CAREER EXPERIENCE:

Confidential

Experience Owner (Product Manager)

Responsibilities:

• Fully accountable for strategic vision, digital experience, operations, and execution of 1.8 Million Roadside events, and 300,000 Accident related tow experiences accounting for approximately $150m annual budget.
• Develops strategies, creates and manages the roadmap, and ensures vendor executes the best possible Member-facing experiences while adhering to all contracted commitments.
• Analyzes and evaluates product performance metrics to form recommendations regarding market opportunities and product enhancements.
• Manages experience lifecycle from conception to release, iteration and maintenance, driving the right product for the experience while prioritizing work in backlogs to ensure delivery expectations.
• Accountable for financial, regulatory, and operational risk management, prioritizing closing any gaps.
• Manages existing and upcoming regulatory business risks by using established methodologies and exercising control plans to ensure alignment with company specific requirements, process requirements, and business needs.
• Aligns human-centered design, digital development, and operations to create beautiful claims experiences to millions of members, delivering strategy and execution in brand defining moments.

Development Product Owner

Confidential

Responsibilities:

• Define requirements from Ideation to Implementation to ensure all internal and external regulatory risk matters are addressed while balancing old technology replacement with modern architecture.
• Worked with up to 4 SAFe Agile teams from PI planning to timely release of Digital Roadside Assistance application, Digital First Notice of Loss for Auto Claims, increasing digital penetration by 20% and decreasing phone volume 6%.
• Manages software development lifecycle from ideation to release, Agile, Scrum, planning and DevOps.
• Demonstrates creativity and ingenuity in the application and search for new solutions or evaluation of intangibles in order to resolve highly complex and unique issues.
• Identifies, engages, influences and leads business stakeholders and Subject Matter Experts.
• Develops strategies, creates and manages the roadmap, and ensures vendor executes the best possible Member-facing experiences while adhering to all contracted commitments.
• Collaborates with, and motivates cross-functional teams of user experience partners, designers, business analysts, developers, testers and others to develop, execute and release in alignment with major program/portfolio roadmaps.
• Aligns human-centered design, digital development, and operations to create beautiful claims experiences, bringing together strategy and execution.

Manager of Claims Operations

Confidential

Responsibilities:

• Managed in-office and geographically distributed Operations teams with span of control up to 15 licensed adjusters.
• Transformed lower preforming teams into high performing engaged teams while maintaining all regulatory requirements to exceed quality requirements
• Selects, develops, and supports employees in fulfillment of our Corporate Mission.
• Provides coaching to motivate, engage and inspire that leads to sound business results.
• Assists with waterfall and Agile based software development projects
• Leads agile teams for tactical improvements and feedback to product owners for strategic technical solutions.
• Through a variety of tools monitors and reviews workload to ensure that all compliance requirements are addressed appropriately, payments are accurate, that there is consistent execution of standardized automated processes.
• Provides in house training for P&C claims personnel regarding changes and/or improvements in processes and procedures.

Claims Examiner

Confidential

Responsibilities:

• Investigates, evaluates, negotiates and adjusts complex Florida, Louisiana, and Mississippi auto claims.
• Provides in house training for P&C claims personnel regarding changes in litigation and/or appropriate processes and procedures.
• Attend Manager Candidate School to increase business acumen and enhance leadership skills
• Partners and/or directs vendors and internal business partners to facilitate claims resolution.
• Acts as SME for multiple waterfall-based software development projects
• Serves as a resource to less experienced team members on escalated issues of a routine nature.

Injury Claims Adjuster

Confidential

Responsibilities:

• Investigates, evaluates, negotiates and adjusts moderately complex Southeast regional auto claims.
• Partners and/or directs vendors and internal business partners to facilitate claims resolution.
• Acts as SME for multiple waterfall-based software development projectsConfidential
• Serves as a resource to less experienced team members on escalated issues of a routine nature.
• Maintains compliance with all state regulatory requirements.

Confidential

Telephone Injury Claims Adjuster

Responsibilities:

• Responsible for investigation, negotiation, settlement of Florida 3rd injury and Confidential claims up to $10,000.
• Obtains medical and other expense information to appraise damage of property.
• Resolves coverage problems and evaluates unusual circumstances affecting the claim.
• Supported the Auto Repair eXpress project reducing cost of inspection and cycle time in the Florida region by 15%.
• Responsible for investigation, negotiation, settlement of Florida 1st party injury claims up to $10,000.
• Obtains medical and other expense information to appraise damage of property.
• Resolves coverage problems and evaluates unusual circumstances affecting the claim.

Customer Service Agent

Confidential

Responsibilities:

• Assist policyholders in understanding the coverage they have, or may need, and offer additional insurance products