Claims Process and Operations Management

(Express Claims, Total Loss, FNOL/Call Center, Admin Group)

Gainsco Insurance - Dallas, Texas

2015 - Present

​

Responsible for the development and supervision of 7 direct team managers overseeing 40 to 50 hourly and salary staff members across multiple departments including: Express Claims, Glass, Total Loss, as well as account management for third party service provider such as FNOL, Safelite, and Loss Express. Recruited, trained, and promoted staff and new leaders through various company segmentation changes to ensure cost efficiency as well as quality control.

​

• Spearheaded critical processes within First Notice of Loss (FNOL), the Express Claims Team, Total Loss, and Salvage Group, overseeing non-field catastrophe procedures for both Express and Total Loss teams.

• Conducted in-depth research and successfully introduced the Kudos rewards and recognition application to enhance employee engagement within the SW and SE Claims Organization.

• Optimized the Claims IVR system by implementing strategic call routing for FNOL processes, including the division and prioritization of glass, single vehicle losses, and weather-related claims, ensuring efficiency and accuracy within the Express Claims Group.

• Achieved an 80% reduction in lawsuits and streamlined the Glass Unit operations to prioritize "First Call Resolution" whenever feasible at GAINSCO.

• Executed extensive data mining and process reviews that led to substantial enhancements in "Express" claims efficiency and total loss quality.

• Designed sophisticated workflow models and triage processes that concurrently improved both the customer (CX) and employee experience (EX) while enhancing overall efficiency.

• Conducted thorough analysis and evaluation of third-party applications, providing valuable recommendations for their use and process implementation, such as Loss Express in Total Loss and collaboration with Safelite.

• Oversaw the recruitment and management of over 100 adjuster trainees and new managers within the company, delivering comprehensive coverage, liability, leadership training, coaching, and guidance. Managed two total loss teams and an administrative group with an anticipated turnover rate of 100% for Fastlane.

​

Self-Employed   New Orleans, LA    ​2013 - 2015

Purchased, renovated, and manage personal portfolio of residential real estate - 4 rental units. 

​

Business Analysis Manager - Insurance Operations.

International General Insurance - Amman, Jordan

​2009 - 2013

​

Set up and managed a team that analyzed and evaluated data and data collection processes from the Underwriting, Finance and Claims departments. Led process development and technical supervision overseeing monthly premium and claims collection, analysis, bureau messages tracking, as well as key performance indicators to ensure proper workflow, process efficiency and accuracy. Provided business process consulting and recommendations to senior management including the handling of (re)insurance data collection reporting and exposure management.

​

• Direct management of analysis and reporting teams, deployed tracking mechanisms to ensure quality among claim and underwriting departments while leading quality assurance (QA) projects.

• Provided monthly coaching and development for underwriting and claims teams including bi-annual appraisals to direct reports within the analysis and aggregation teams.

• Worked with underwriting and claims managers to develop orientation packages including initial training for new hires. Delivered technical workflow process and training to all levels of staff.

• Provided comprehensive reporting for monthly, quarterly and yearly premium and claims movements, assisted in yearly reinsurance renewal process, S&P/AM Best rating presentations, yearly business plan and annual budgets for each class of business.

• Analyzed policy and claims data associated with exposure amounts, locations, long-term risk analysis, quality, etc. Utilized analysis to adjust exposure models, spot trends, and recommend changes. Provided statistical and financial reports to international external clients.

• Development of multiple process worksheets to assist with premium calculations, including premium splits between XL Treaty and QS Treaties.​

• Led and completed an internal system database’s major upgrade, including user acceptance testing, in order to use London’s market bureau messaging system which increased opportunities and revenue.

• Oversaw the overhaul and enhancement of the entire workflow process of the underwriting and claims teams leading to faster billing and increased claims resolution speed.

• Analyzed and reviewed exposures to ensure proper re-insurance treaty alignment and avoid any over exposure of company assets. Advised and structured an aggregation management team to ensure quality exposure management.

• Tracked and reported quota share and XL treaty exposure ensuring competitive renewal treaty rates.

 

Catastrophe Operations Manager 

Progressive Insurance - Nationwide Deployments 

​2003 - 2008

Supervised five direct reports overseeing catastrophe field staff members. Recruited, managed, trained, and evaluated staff.  Consulted with local branches handling claims influx, setup, coverage, staffing, etc. Liaison for senior corporate leaders and teams; provided comprehensive reporting.​

• Effectively scheduled 80+ employees and managed them remotely (multiple locations). Managed reps while developing them for leadership positions.

• Facilitated business transition and growth from 28 to 81 employees. Contributed toward all aspects, including processes, functions, training, etc.

• Introduced rewards and recognition contest that raised morale and productivity significantly within the inside operations departments

• Analyzed 100s of claim reviews from management teams each quarter. Oversaw quality and customer service functions—reviewed requests, handled escalated complaints, managed call volume, measured and managed customer service process.

• Drove 12% to 18% efficiency gains by implementing new processes, eliminating redundancies, performing quality analysis, and providing detailed feedback.

• Collaborated with catastrophe reps and managers on implementation of new efficiency agenda. Completed productivity review and created report—14% productivity gain in key areas.

• Major projects: Hurricanes Ivan/Katrina/Rita/Wilma, American Hail Storms. Duties on these projects included coordinating with senior management, completing estimate reviews, handling special investigations, assigning and managing workload, providing site leadership, performing QA, driving efficiency, and training staff of 25 to 90 professionals during the course of each event.

 

​

ADDITIONAL EXPERIENCE:

US DEPARTMENT OF STATE INTERNSHIP

US Embassy - Montevideo, Uruguay

Investigated, researched, and wrote annual Embassy Trafficking in Person’s Report. Tasked with research and fact finding as duties of American citizens abroad. Completed initial visa applicants’ interviews. Provided recommendations to US Congress members. 

​