A dynamic, results-driven Insurance Industry Executive with a solid property and casualty claims background, providing strong decisive leadership to promote and foster organizational goals and objectives. Expertise encompasses:
strategic planning marketing / distribution channels product pricing
market analysis program development productivity growth
systems automation continuous improvement acquisition integration
Knowledgeable in all aspects of insurance company operations including:
sales customer service claims
underwriting pricing marketing
A big picture person with keen instincts and strategies to effect positive change and improvement for increased profitability in areas of:
processes underwriting guidelines cost containment
customer retention training and development resource utilization
Introduced new programs and discounts to enhance product line, attracting new customers and contributing to customer retention.
Served as member of Business Development Team, guiding regional VPs. Instrumental in strategic purchase and creation of companies for greater / profitable market penetration.
Spearheaded regional transition after acquisition of new company. Maintained morale and realized 100% staff retention; initiated training programs; and coordinated conversion.
Chaired team for subrogation improvement, substantially lowering costs, improving customer service and increasing recoveries by more than 10%.
Set up specific services for large commercial customer, establishing new department and working with key client personnel to develop protocols. Result: a new profit center and enhanced partnership with client.
M.B.A. - General Business
B.S.B.A. - Finance
Chartered Property and Casualty Underwriter Designation
Property Loss Research Bureau, Facilitator "Subrogation"
Association for National Standards Institute, Committee Member, Claims Subrogation
??? University School of Business Nomination, Honor Society of Beta Gamma Sigma
COMPANY B, 2/04 - Present
Field Claim Director
Manage Massachusetts Automobile Claim operation, providing service to more than 247,000 customers representing $352M in premium.
Focused on consistent monthly improvement in customer service excellence to realize a 2.3-point increase in the Customer Service Index YTD 2004 from prior year.
Coordinated plans to address pending Massachusetts Insurance Reform with Underwriting, Marketing and Sales personnel, providing input into pending reform on direct repair shops, no-fault and high-loss-ratio ERPs.
Evaluated resources and developed action plans to increase PT hours, reduce variables and eliminate / add positions as required to realize improvements in quality, productivity and customer service; currently well-positioned to meet 2005 performance goals.
COMPANY A, 4/84-1/04
Director of Special Projects, Claims
Spearheaded projects, applying industry experience, understanding of data application and the ability to elicit information to conduct research and effect practical improvements.
Study for the Insurance Research Council
Analysis of Liability Property Damage Claims Handling Process
Assistant Vice President
Assistant Manager, Regional Operations
Coordinated regional insurance operations with Home Office departments, employing thorough knowledge of all Personal Lines functional areas, as well as pricing, industry and governmental affairs.
Instrumental in oversight of the development of Claims, Sales, Service, Human Resources, Underwriting, Marketing, Financial and Actuarial programs to meet corporate, strategic, and regional business goals.
Analyzed product pricing proposals and market evaluations over 15 states to determine rates and maintain customer base, increasing growth / reducing loss ratio.
Worked with the region to develop a strategy for doing business in New Jersey, collaborating with slot groups on how to structure Company A operations by using existing companies, by acquiring operations or by creating new companies.
Saved a projected $20+M in FY2000 as strategic business unit representative redeploying excess real estate space.
Regional Operations Manager
Oversaw five offices for 11 states, offering training and support to claims managers, ensuring branch compliance to corporate policies and procedures. Improved customer service; managed no fault claims problems; and directed continuous growth. Developed new business; introduced new initiatives and procedures; met annual expectations / goals to support profitability.
Spearheaded regional transition after acquisition of new company. Maintained morale and realized 100% staff retention.
Restructured units to effect process improvement and cost containment, achieving positive results equal to industry standards within 12 months.
Personal Market Claims Manager
Director of Personal Market Claims
Claims Training Coordinator