SUMMARY:

A well experienced insurance professional with over twenty years of increasing responsibility in managing property and casualty claims, quality assurance, training, process improvement and implementation project management. Specific areas of expertise include management of workers compensation and general liability claims along with account management financial processes and migration project management skills. Assigned and participated in numerous projects which required skill sets in organization, prioritization, analysis, communication and leadership.

PROFESSIONAL EXPERIENCE:

Confidential

Implementation Project Manager

Responsibilities:

• Responsible for implementation of client’s data to Confidential ’s data warehouse. Work with the assigned client and interdepartmental resources to ensure projects remain on task and budget to deliver a high quality migration.
• In addition, provide issue identification, planning and resolution, develop project plans, review pre migration and post migration data for accuracy, ensure interdepartmental partners deliver per project plan, control and maintain planning and target dates, and manage client expectations and communications.
• Along with these duties, oversee various projects for implementation process improvement.
• Develop project plans and target dates for assigned clients and communicate the plan with the client and internal resources.
• Ensure projects remain on schedule and are delivered with high quality, customer satisfaction and achievement within Best Practices.
• Monitor project deliverables and progress through continuous communication with project members and establish effective communication with interdepartmental partners to ensure the project is completed in a timely fashion.
• Interface with the customer and internal partners/resources to gain status and to convey project issues and concerns.
• Develop an awareness of potential issues and work to mitigate risks and to facilitate resolutions as required.
• Constant communication with development Manager on project progress and issues.
• Ensure accuracy of loaded data.
• Develop and oversee various projects for implementation process improvement.
• Ensure a successful hand - off of projects to provide post implementation support.

Performance Manager

Confidential

Responsibilities:

• Responsible for calibration of QTC’s along with summarizing the results and leading a countrywide QTC conference call.
• Increased efficiency through consistent and efficient process improvement audits for account management, claims colleagues and accounts/clients.
• Prepared, organized and delivered office and regional claim audit results to Senior Leadership.
• Provided recommendations for quality and training improvements to Senior Leadership.
• Developed and presented service expectations for sales and account management divisions along with developing auditing criterion.
• Responsible for collecting and reporting SAS/SOX audit requirements to the internal audit manager.
• Led JURIS training and provided floor support as follow-up to the training.
• Develop and lead one on one and office training.
• Complete quality reviews for workers compensation, liability, customer focus reviews, quarterly summary reporting and account management financial reviews. Develop and implement training for claim professionals and the office support based on quality results.
• Review account management and sales financials to prevent financial leakage.
• Analyze and deliver results to Account management and Sales Senior Leadership.

Confidential

Quality Training Consultant

Responsibilities:

• Directed and led a team of QTC’s to develop reports to identify and analyze root causes of issues for offices and claim handler’s performance.
• Responsible for calibration of QTC’s along with summarizing the results and leading a countrywide QTC conference call.
• Increased efficiency through consistent and efficient process improvement audits for account management, claims colleagues and accounts/clients.
• Prepared, organized and delivered office and regional claim audit results.
• Provided recommendations for quality and training improvements.
• Developed and presented service expectations for sales and account management divisions along with developing auditing criterion.
• Responsible for collecting and reporting SAS/SOX audit requirements to the internal audit manager.
• Led SOURCE and JURIS training and provided floor support as follow-up to the training.
• Develop and lead one on one and office training.
• Complete quality reviews for workers compensation, liability, customer focus reviews, quarterly summary reporting and account management financial reviews. Develop and implement training for claim professionals and the office support based on quality results.
• Review account management financials to prevent financial leakage. Analyze and deliver results to Account management SR Leadership.

Account Consultant

Confidential

Responsibilities:

• Provided superior quality claims management with friendly and efficient customer service.
• Responsible for investigating and managing all aspects of workers compensation claims from inception to closing.
• Involved and participated in client reviews.
• Active participant in sales presentations.
• Participant in future leadership training.

Confidential

Claim Specialist

Responsibilities:

• Responsible for investigating and managing all aspects of workers compensation claims from inception to closing.
• Negotiated settlements within client and office authority.
• Participated in client reviews.