SUMMARY OF QUALIFICATIONS
Team leader with extensive experience in claims management and customer service. Skilled communicator working effectively with internal and external customers at all levels. Areas of expertise:
* Claims Investigation and Resolution * Client Relationship Building & Retention * Staff Training and Development * Integrated Disability Management * Claims and Client Risk Liaison * Worker's Compensation Board Hearings
PROFESSIONAL EXPERIENCE
BROADSPIRE SERVICES INC. / KEMPER INSURANCE 1979 - 2005 A third party administrator and provider of casualty and disability claim management and risk/safety consulting services. Broadspire is a spin off of Kemper Insurance, one of the industry's largest casualty insurance providers.
Team Manager - W/C Claims (1999 - 2005) Multi-Line Supervisor (1998 - 1999) Senior Supervisor - W/C Claims (1979 - 1998) Supervisor - W/C Claims (1979 - 1985)
Manage and train teams of up to eight claims adjusters at all levels, in branch office, satellite, and remote locations across the state of New York. Supervise the investigation, management, and timely disposition of claims within account, carrier, and company guidelines.
Deliver top-quality claim service with a focus on customer service and client retention. Interfaced with marketing, underwriting, and loss control engineering. Assist branch claim manager in managing the overall claims office. Participated in new business presentations. Accomplishments include:
* As Northeast Regional Account Manager for Kraft Foods, coordinated file reviews, prepared monthly activity reports, and acted as a liaison between claims and Kraft's Risk Department.
* Handled several integrated disability clients including Kaleida Health, Command Security, and Johnson & Johnson.
* Maintained national client account relationships with E. I. DuPont, Glaxo-Smithkline, , Supervalu Inc., Applebees, Borg-Warner, Boston Scientific, Appleton Papers, Quebecor Printing, Cintas, CR-Bard, Deluxe Printing, ITW, Lactalis/Sorrento, NRG, Sealed Air, VAW, Wessanen, and many regional/local accounts.
* Assumed responsibility for key accounts that contributed to Kemper's success during a period of severe economic and business downturn and associated loss of personnel.
* Assisted clients in developing light duty return-to-work programs and educated plant supervisors on safety and claim reporting.
* Served as Acting Branch Manager for the Williamsville Office (multi-line) during a six-month corporate reorganization. Managed the Orchard Park satellite office for 5-years.
* Trained, developed, and promoted claims handlers from trainee to senior claims representative.
* Consistently received high performance ratings; met and exceeded corporate objectives every year. Led team to also achieve outstanding performance ratings.
* Led team to earn high scores on all internal, carrier, account, and broker audits, with no losses on performance guarantees
* Reviewed and assisted in preparing employers' liability (1B) cases for legal counsel; conferred with defense attorneys throughout the litigation process.
NATIONAL FUEL GAS 1978 - 1979 Supervisor, Self-Insured Claims
PHILLIPS LYTLE HITCHCOCK BLAINE & HUBER 1976 - 1978 Legal Assistant, Worker's Compensation Department
EDUCATION / LICENSURE / CERTIFICATION
B.A. - Journalism, St. Bonaventure University, St. Bonaventure, NY A.A. - Legal Assistant, Hilbert College, Hamburg, NY
Currently hold State of New York Insurance Department License as an Independent Adjuster - Motor Vehicle No Fault & Worker's Compensation Health Services (#IA-512540).
Was also licensed to handle Worker's Compensation hearings for self-insured employers for many years (not current). Received AEI Worker's Compensation Designation: Claim Law, 1993.
Since 1986, have attended annual Worker's Compensation Legal Seminars presented by Hamberger & Weiss, a premier Worker's Compensation legal defense firm. Also completed extensive supervisory and technical training beyond mandated continuing education requirements.
COMPUTER SKILLS
Proficient in Microsoft Office (Word, Excel, and PowerPoint), claims processing systems, and integrated disability management systems; familiar with STARS.
PROFESSIONAL/COMMUNITY LEADERSHIP
Practices and Procedures Committee, NYS Worker's Compensation Board, 1990 - Present
Board of Directors, Hickory Hill Swim & Tennis Club, 1995 - Present
Member (Past Chairman), Legal Assistant Advisory Council, Hilbert College, 1985 - 1995
Called on frequently by insurance agents as a "subject matter expert" on W/C issues. Acted as consultant, addressing errors & omissions, for a client of a local insurance agency. |