CAT Commercial / Large Loss Manager

• Mar 2023 - Present

Large Loss Claims Supervisor

• Sep 2022 - Mar 2023

• Manage all daily operations of a virtual team handling complex, high exposure losses• Motivate, mentor and coach individual contributors for top performance• Provide initial onboarding and ongoing training to Large Loss adjusters• Collaborate on coverage and damage investigations to provide creative solutions and alternative options • Resolve customer and vendor escalations to ensure fair and rapid claims settlements• Ensure file quality through ongoing file reviews, audits and performance management• Provide claim and leadership support to CAT team during major catastrophic events• Resolve PA and Attorney represented losses prior to the onset of litigation• Leverage empathy and problem solving to deliver an exceptional customer experience• Work closely with senior leadership on reporting and data analysis for long term planning• Track employee leave, time management and performance and provide action planning as needed• Ensure multi state claim handling is consistent with jurisdiction specific coverages and legal doctrines Show less

Large Loss Field Adjuster

• Jun 2020 - Oct 2022

• Manage resolution of high complexity, high exposure property claims throughout the Atlantic region• Complete dwelling field inspections, structural assessments and large-scale repair estimates • Compose detailed property inventories and evaluate extent of damages, repairability and replacement costs• Orchestrate mitigation services, repair and reconstruction, contents restoration and additional living needs• Develop and maintain a best-in-class team of vendors to provide immediate response for catastrophic loss• Investigate cause of loss and interpret policy language to apply appropriate coverages and recommend settlement values • Work with public adjusters, general contractors, attorneys and vendors to negotiate and settle high exposure property demands• Provide expert opinions and support to specialty groups for claim litigation and arbitration needs• Work closely with the Special Investigations Unit to investigate suspicious claims and fraudulent activities Show less

Claims Supervisor

• May 2016 - May 2020

• Direct complex, high exposure coverage and liability investigations for auto property and casualty claims• Train and coach claims adjusters for top performance while maintaining a highly engaged team• Design resolution plans and strategies to extinguish features at the lowest ultimate cost• Collaborate with adjusters on injury evaluations, medical record reviews, impairment evaluations and release composition• Review property estimates and settlements for accuracy and collaborate on damage assessment and settlement• Leverage empathy, urgency and problem solving to deliver exceptional customer experience • Administer performance management, track employee results, deliver continuous feedback• Identify and investigate suspicious policies and losses, collaborate with SIU for resolution• Continuous review of claims handling to ensure adherence to corporate process• Respond to elevated inquiries and complaints and de-escalate issues• Design and implement organizational initiatives to improve engagement and work environment • Increased SC claims accuracy through design and execution of targeted compliance reviews and feedback• Improved SC efficiency on total loss resolution through design and deployment of specialized teams• Local manager and instructor of Charleston area STEM classes, including training new participants Show less

Senior Multiline Adjuster

• Aug 2005 - May 2016

• Interpret and apply coverage on multi-state, specialty policies to resolve a broad scope of claims • Investigate, analyze, and determine the extent of liability for property, casualty and specialty claims • Travel to customer locations throughout SC to provide immediate response to damaged property• Complete damage assessments, negotiate settlements on auto, specialty and fixed property • Communicate clearly and empathetically with customers to help them navigate and settle their claim• Detailed reporting of cause of loss, extent of damages and application of coverage• Serve as liaison between customer and repair team to ensure needs and expectations are met• Negotiate settlements on auto, specialty and fixed property with insured and claimant parties• Evaluate injury exposures and bills, negotiate settlements with injured parties, legal counsel and service providers• Manage vendors, assemble repair teams and supervise repair projects to completion• Primary field trainer and career mentor for new Charleston based specialty adjusters• Charleston project manager of the SC BRIDGE social responsibility organization• Resolve inter-agency conflicts as a certified national arbitrator for Arbitration Forums Show less

Location Manager

• Jan 2002 - Dec 2005

• Manage all operations for a multi-concept food court generating annual sales in excess of $1 M • Responsible for hiring, training, coaching, scheduling, and discipline of a 30 member team • Motivate and inspire team members to deliver high output, high quality daily performances • Achieved a 35% reduction in inventory levels and 15% reduction in labor costs • Administer employee evaluations, performance reviews and end of year pay increases • Ensure an exceptional customer experience and respond urgently to customer needs and questions • Supervise location accounting, staffing budgets, and royalties for branded sales • Oversee campus-wide workers compensation, employee vacation, and payroll • Design and maintain College of Charleston Dining and Catering departmental websites Show less