Anna Hodge, CPCU
Dublin,OH
Summary
Successful leader with extensive experience in contact center, property casualty claims, and quality assurance management. Proven record of process optimization, staff development, and driving performance in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Manager, Warranty Solutions
IGS Energy
11.2022 - Current
- Leads a department of 22 remote Warranty Specialists, 2 Supervisors, and 2 Team Leads
- Contact center for claims service requests, contractor dispatching, and repair estimates
- Scope includes customer account payments, refunds, collections, and sales support
- Oversees hiring, training, and performance management
- Partners with Workforce Management on staffing, data management, and reporting
- Key accomplishments:
- Hired and mentored new supervisors, guided development plans, and implemented career pathing
- Mapped out an automated callback process to improve customer and agent experiences, and shorten cycle times
- Assembled phone and chat support for warranty sales representatives, provided strategic input in creating shared resources
- Created and led workshops covering topics such as Team Lead Essentials, Customer Experience, De-Escalation, Difficult Conversations
Supervisor, Warranty Solutions
IGS Energy
02.2020 - 11.2022
- Supported 12-15 remote Warranty Specialists in daily operations
- Hiring, training, employee development and performance
- Quality reviews, payroll, attendance policy
- Key accomplishments:
- Led a seamless transition to remote work during COVID while sustaining employee engagement, effective communication and a culture of care
- Spearheaded the inclusion of retention strategies and paperless enrollments into customer conversations to support company revenue and sustainability
- Reorganized our Dispatch Team to close gaps and improve response times
- Created tracking and reporting for escalations and customer surveys
- Managed the launch and budgeting of an incentive and rewards program, designed monthly performance incentives and standardized processes
Agency Manager
Dean Insurance Group
05.2019 - 01.2020
- Oversight of daily operations, client service and marketing representatives
- Collaborated with agency owner on customer retention and growth strategy
- Trained staff on policy and claims processes, resolved claim disputes, completed quality and compliance audits
Claims Quality Manager
Homesite Insurance
07.2016 - 05.2019
- Managed 13 remote QA analysts in 6 states covering multiple specialties: Inside and field property, large loss, commercial, subrogation, liability, SIU
- Provided QA support to a Claims department of approximately 230
- Drove improvements in Claims performance, compliance, and customer service
- Restructured QA to maximize efficiencies and improve reporting
- Partnered with Training teams to close gaps and build content
- Managed QA data, reporting, QA vendor contract and relationship
- Provided responses to state audit inquiries
Claims Quality Analyst
Homesite Insurance
10.2014 - 06.2016
- Performed QA audits for multiple Property Casualty disciplines and teams
- Trained QA analysts and Claims staff, conducted calibrations
- Consulted on market conduct reviews for compliance audits
- Expedited the theft claim process, consolidated claim forms, improved loss reporting to preserve subrogation potential
Claims Supervisor
Homesite Insurance
07.2012 - 09.2014
- Hired, trained, and coached adjusters for Theft and Inside Property
- Performance management, salary administration, employee development
- Subrogation and salvage reporting
- Reduced cycle time and expenses by implementing desk adjustment practices
- Developed best practices for claim settlement authority and SIU case files
- Established the first employee engagement program for the Akron branch office by organizing events and partnering with community nonprofits
Education, Certifications, Organizations
- Miami University, Political Science and International Studies, Italian minor
- Chartered Property Casualty Underwriter designation (CPCU)
- Completed Leadership Dublin Program
- Volunteer youth mentor for FESTA summer camps
Timeline
Manager, Warranty Solutions
IGS Energy
11.2022 - Current
Supervisor, Warranty Solutions
IGS Energy
02.2020 - 11.2022
Agency Manager
Dean Insurance Group
05.2019 - 01.2020
Claims Quality Manager
Homesite Insurance
07.2016 - 05.2019
Claims Quality Analyst
Homesite Insurance
10.2014 - 06.2016
Claims Supervisor
Homesite Insurance
07.2012 - 09.2014
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