Amy Walker
Nashville,TN
Summary
With 29 years of experience in claims and 13 years of managing adjusters in casualty, personal lines, and commercial lines, I offer extensive expertise. Throughout my career, I have effectively handled represented and unrepresented claims, gaining valuable experience in standard and non-standard insurance. I have also played a key role in designing efficient processes for claims offices and mentoring new managers. My strengths include employee development, claim knowledge, claim management, claim quality, and process development.
Overview
30
30
years of professional experience
Work History
Casualty Claims Manager
Trexis Insurance Corp.
01.2023 - Current
- Manage represented bodily injury adjusters in the states of, TN, GA, VA, AL, SC, TX, KY, AR, OH and IN
- Defines, analyzes, and tracks department data
- Provides developmental feedback, coaching and direction
- Aid the ongoing education regarding the automobile insurance laws we write in
- Contributes to assessing new vendors to incorporate into the company
- Interviews, hires, and establishes colleague performance development plans; conducts colleague performance discussions
- Monitors staffing and workloads
- Analyze data and streamline company workflows which improves processes and promotes quality
- Collaborate with peers to meet Key Performance Indicators and develop strategic initiatives to consistently improve throughout the business
- Reviews and approves coverage denials submitted by adjusters on non-standard policies
- Participates in roundtable discussion regarding coverage and injury evaluations
- Employee development of adjusters, unit managers and supervisors
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Streamlined communication between other claim units to expedite claim resolution.
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Developed training materials to ensure consistent handling of claims across the department.
Early Settlement Claims Manager
Trexis Insurance Corporation
01.2022 - 01.2023
- Managed the supervisors and unit mangers in the unrepresented bodily injury and property units in the states of TN, GA, VA, AL, SC, TX, KY, AR, OH, IN, AZ, NV, and CO
- Oversaw the supervisors and unit manager in the total loss unit
- Was the liaison between our total loss vendor and the total loss unit which managed the salvage paperwork
- Interviewed, hired, and established colleague performance development plans; conducts colleague performance discussions
- Monitored staffing and workloads
- Analyze data and streamline company workflows which improved processes and promoted quality
- Collaborate with peers to meet Key Performance Indicators and develop strategic initiatives to consistently improve throughout the business
- Reviewed and approved coverage denials submitted by adjusters on non-standard policies
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Liability Claims Manager
Trexis Insurance Corporation
01.2017 - 01.2022
- Managed the states of TN, GA and VA
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
Liability Claims Supervisor
Trexis Insurance Corporation
01.2015 - 01.2016
- Managed the state of VA
- Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
- Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
- Enhanced team productivity by providing ongoing training and mentorship to claims adjusters.
- Reduced claim processing time by implementing efficient workflow improvements and streamlining processes.
Claims Service Consultant
Allstate Insurance Company
01.2008 - 01.2015
- Handled multi-line, extra-contractual claims up to resolution which included mediation/trial in5 states
- Handled general liability homeowner claims
- Coverage adjuster for general liability claims/personal lines for5 states
- Trained the homeowner liability unit and developed auto casualty adjusters in represented units
- Worked temporary assignment with the Home Office Risk Management Team in development of a new process and quality standard
Auto Field Product Line Manager
Travelers Insurance Company
01.2006 - 01.2008
- Management responsibility for198 employees
- Managed multi-line claims from initial claim file up to resolution
- Responsible for hiring staff and training for future development
- Performance management of staff
- Assisted the auto product team by implementing processes to improve other claim offices results
- Developed other Auto Claim Managers and mentored5
- Moved a tier4 auto line to a tier2 auto line
- Improved quality and timeframe results within the office
- Identified high potential talent within the auto area and coordinated the completion of the office’s talent inventory
- Accountable for expense management within the auto line
- Reviewed management reports to help analyze the performance of the lines and input strategic action plans for improvements
Unit Manager
Travelers Insurance Company
01.2003 - 01.2006
- Key contributor to the Nashville auto lines achieving a tier1 ranking
- Involved globally within the auto line and helped develop strategic direction of the liability groups
- Developed new staff within the auto lines
- Contributed with the auto quality team in auditing files and implementing changes
- Headed the auto catastrophe team after Katrina to organize initial claim set up
- Managed up to16 people, appraisal dispatch team, auto damage team, general liability group, and auto casualty adjusters
Senior Claim Adjuster
Allstate Insurance Company
01.1998 - 01.2003
- Knowledge of coverage and legal issues in both property and general liability claims
- Mentored new auto adjusters
- Designed training for uninsured motorist process changes and statute changes
- Negotiated general liability, property, and casualty claims in personal and commercial line of insurance
Senior Claim Representative
Colonial Insurance Company
01.1996 - 01.1997
Claims Representative
Graward General Companies
01.1995 - 01.1996
Education
Bachelor of Arts - Art History
University of Tennessee
Knoxville, TNSkills
- Claims analysis
- Claims investigation and research
- Policy interpretation
- Procedure implementation
- Team management
Timeline
Casualty Claims Manager
Trexis Insurance Corp.
01.2023 - Current
Early Settlement Claims Manager
Trexis Insurance Corporation
01.2022 - 01.2023
Liability Claims Manager
Trexis Insurance Corporation
01.2017 - 01.2022
Liability Claims Supervisor
Trexis Insurance Corporation
01.2015 - 01.2016
Claims Service Consultant
Allstate Insurance Company
01.2008 - 01.2015
Auto Field Product Line Manager
Travelers Insurance Company
01.2006 - 01.2008
Unit Manager
Travelers Insurance Company
01.2003 - 01.2006
Senior Claim Adjuster
Allstate Insurance Company
01.1998 - 01.2003
Senior Claim Representative
Colonial Insurance Company
01.1996 - 01.1997
Claims Representative
Graward General Companies
01.1995 - 01.1996
Bachelor of Arts - Art History
University of Tennessee
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