Yyyyyy x. yyyyyy

Management Executive Insurance Industry

Operations ~ Team-Building & Leadership ~ Customer Service ~ Quality Assurance ~ Audits

Strategic Planning ~ Financial Administration ~ Regulatory Compliance ~ Broker Relations

         Offer seasoned property and casualty insurance experience spanning auto, bodily injury, first-party medical (med-pay/PIP), property, quality assurance, liability, operations, personal, and commercial.

         Outstanding talents in operations management, claim resolution strategies, loss control, catastrophe leadership and response, fraud prevention, medical case management, and steering SOX compliance.

         Significant experience in hiring personnel; committed to and extremely well-versed in diversity and inclusion.

         Plan, formulate, and execute effective strategies, processes, and practices to attract, develop, motivate, and retain world-class talent.

         Consistently employ a people-first focus to maintain high levels of morale and team cohesiveness.

         Adept at workflow optimization, trend analysis, staff training & leadership, and standardizing procedures and best practices to eliminate unproductive processes.

         Methodical problem solver who constantly strives to achieve and sustain 100% customer satisfaction.

         Able to work productively and diplomatically with individuals from all types of backgrounds.

         Drove superior service delivery and quality levels in 2015 as evidenced by achieving 4^th highest ranking nationwide from 2,000+ surveys.

         Expertly managed property attrition in 2015 at census target while boosting overall performance.

         Improved team productivity, aligned resources, and leveraged partnership with Claim Finance to deliver a superior corporate audit result in 2015.

         Strategically partnered with LOB leaders to achieve a $19K reduction in overtime expenses YOY in 2014.

         Resourcefully consolidated mailroom operations to one location and increased use of email technology to slash office supply expenses by $10K YOY in 2014.

         Served as one of five directors tasked with authoring 2014 Operations Business Plan which outlines vision and performance goals for a 700-person organization.

         Substantially enhanced case management by accomplishing a 40% reduction in aging inventory.

         Steered efforts to heighten customer experience net promoter results by more than 7% YOY.

         Applied dynamic problem solving expertise to improve subrogation/payment recovery results by 4.9%+ YOY.

Travelers Insurance Company, Virginia & Washington, DC, 2005 to Present

Field Product Line Manager (AVP), Property Claims (2015 to Present)

         Direct, motivate, empower and supervise top-performing teams in delivering key business results and unparalleled customer service throughout Virginia and Washington, DC.

         Spearhead full-scope operations including staffing, expense control, financial administration, business continuity planning, SOX compliance, risk management, and quality assurance.

         Cost-effectively control $26M annual budget for department comprised of 275 personnel.

         Actively serve on diversity networks such as Black/African American, Military/Veterans, and DisAbility.

         Provide an engaging and impactful onboarding experience for all new talent, vital to maximizing productivity and retention.

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Professional Experience continued Yyyyyy x. yyyyyy Page 2 of 2

Director of Operations (2013 to 2015)

         Governed daily operations encompassing staffing, budgetary control, SOX compliance, claim and service process improvement, risk management, catastrophe response oversight, and payment integrity.

         Performed comprehensive data analysis to improve financial and customer experience results, and consistently achieved favorable results in corporate audits.

         Served as executive sponsor of statewide diversity & inclusion committee and employee engagement initiative.

         Established insurance business indicator Brainshark to enhance financial acumen of center employees.

         Aligned and mobilized teams of up to 130 insurance professionals to respond to major weather events throughout Virginia and Washington, DC.

Unit Manager / Associate Manager / Field Product Line Manager (2005 to 2013)

         Coached, mentored, and directed 60 claim professionals and managers throughout Virginia and Washington, DC for auto, liability, first-party medical, and property lines.

         Championed efforts to achieve and sustain technical file quality of at least 97%.

         Masterminded claim resolution strategies which fueled profitability, reduced attorney representation rates, improved litigation outcomes, and bolstered customer retention.

         Devised agency liaison strategy aimed at fortifying relationships with 49 agents in Virginia and DC to influence new business placement.

         Orchestrated innovative leadership capacity project to amplify capacity for front-line managers.

         Strengthened agency/broker confidence by hosting service capabilities sessions which resulted in pro-Travelers competitor agency book transfers ($100K in 2009 and $50K in 2011).

         Represented organization at personal insurance marketing sessions which positioned new Mid-Atlantic staff to accelerate production within first year.

         Built team to strengthen diversity awareness and inclusion, employee engagement and brand recognition in diverse communities by fostering unified relationships at Howard University, participating in InVEST program, hiring INROADS interns, and attending events such as National Hispanic Prayer Breakfast.

Farmers Insurance Group, Virginia, 1999 to 2005

Quality Assurance Consultant / Senior Claim Representative

         Steadily advanced through a series of promotions based on proven performance, loyalty and achievements.

         Analyzed and maximized payment integrity as Quality Assurance Lead Consultant for internal audit projects.

         Audited work performed by branch claim offices nationwide and delivered influential technical and customer service training to front-line staff and field leadership.

         Proficiently managed large caseload consisting of multiple auto claim sub-lines (bodily injury, appraisal, and auto liability).

         Leveraged sharp negotiation skills to persuasively resolve 90%+ cases prior to litigation.

         Selected as one of 13 consultants nationwide to complete a regional loss control project which resulted in identifying and mitigating $75K + in unsupported claim and vendor payments.

         Appointed Low Impact-Soft Tissue Specialist tasked with investigating questionable injury causality.

Bachelor of Science in Health Sciences & Criminal Justice, State University of New York, College at Brockport

Senior Claims Law Associate, American Educational Institute, Inc.

Associate in Claims, Insurance Institute of America, Inc.

Completed ongoing professional development throughout career including several executive leadership development courses, team-building workshops, ethics training, and AED & First Aid certification.

Microsoft Office, Lotus Notes, Colossus, Brainshark, CCC Pathways, ICAR 3000 Certified