Experience

• 

  MAPFRE Insurance Company Inc.

  • United States
  • Insurance
  • 100 - 200 Employee

  • Senior Manager, Claim Quality & Service Providers at MAPFRE Insurance Company Inc.

    • Jun 2022 - Present

    As part of the National Claims Technical Services Team, will oversee the Service Provider Office which is responsible for supporting a wide variety of provider and vendor related responsibilities and Claim Quality, a team directly responsible for monitoring and measuring the Claim Department’s execution of policies and procedures with a focus on the customer experience.

  • Supervisor - Quality Claims Evaluation

    • Mar 2018 - Jun 2022

    * Supervise a team of CQE (Claim Quality Evaluation) Specialists and Assistants* Monitor and measure Regional Claim Operations execution of policies and procedures* Assure National Claim safety nets are intact for settlement authority, table maintenance and additions* Direct team towards completion of National Claim reviews and projects* Oversee and conduct National Claims Reinsurance Referral Reviews

  • Compliance Specialist

    • Jan 2017 - Mar 2018

• 

  Arbella Insurance Group

  • United States
  • Insurance
  • 700 & Above Employee

  • Claims Technical Team Manager

    • Dec 1998 - Nov 2016

    • Hired, trained and developed a high performing team of 6-7 members that continuously produced solid results on annual claim volumes of 5000-7000• Successfully improved processes and procedures to optimize and achieve business goals resulting in significant lost/cost dollar savings• Analyzed trends and management reports to make staffing recommendations which resulted in staff growth and improved morale• Monitored and reported on productivity trends to improve upon procedures, efficiencies and performance• Coached, mentored and counseled staff of 6-7 on individual, team, office and company performance• Conducted annual and mid-year performance appraisals to identify staff strengths/opportunities relative to company objectives and goals • Developed and maintained strong professional relationships with independent insurance agents• Represented Arbella Insurance at a variety of industry functions

  • Claims Service Specialist Senior

    • Mar 1997 - Dec 1998

    • Effectively managed a caseload of over 225 claim files• Conducted thorough investigations on claims involving significant bodily injury and complex questions of coverage• Successfully resolved first and third party, collision, property damage, bodily injury, uninsured motorist, underinsured motorist and homeowner liability claims • Managed claims in litigation by collaborating with home office examiners, managers, peers and defense counsel• Provided exceptional levels of service to large premier accounts, agents and traditional consumers • Trained and developed new Claim Service Specialists

  • Claims Representative III

    • Mar 1993 - Mar 1997

  • Claims Representative II

    • Aug 1991 - Mar 1993

• 

  United States Army Reserve

  • Washington, D.C., Louisville, KY, Chicago, IL

  • Mobilization Officer

    • 1988 - 1996
    • Washington, D.C., Louisville, KY, Chicago, IL

    • Officer's Transportation School - Fort Eustis, VA - June through November 1988• Promoted to First Lieutenant May 1991 • Prepared for full mobilization in the event of war• Assigned to and managed military traffic travelling through Chicago-O'Hare International - Desert Storm

• 

  United States Fidelity and Guaranty Company

  • Auburn, MA

  • Claims Adjuster

    • 1990 - 1991
    • Auburn, MA

• 

  The Hanover Insurance Group

  • Marlborough, MA

  • Claims Representative

    • 1988 - 1990
    • Marlborough, MA