Annie Craig

Summary:

1st 2yrs - Built solid foundation and gained necessary knowledge as Frontline Claims Representative before learning "behind-the scenes work" as a licensed Adjuster. Awarded Employee of the Month (2013 and 2014) and Year (2015).

Remaining 8yrs were in Leadership - Supervised Adjudication Dept, Frontline Claims, and Smart Home Support teams. Managed Office of the CEO and Advanced Tech Support teams.

While in Leadership Role:

• Awarded Leader of the Quarter (2016 and 2018) and Year (2019).
• Created a positive work culture, resulting in increased employee satisfaction, performance, and retention rates.
• Provided weekly coaching sessions to direct and indirect reports through 1x1s, Dojos, mentorship sessions, calibration meetings, ect.
• Established and implemented departmental policies, goals, and procedures, conferring with leaders from across the organization as necessary.
• Consistently tracked and reported KPI's, trends, and improvement actions taken.
• Led the Complaints Taskforce and reduced Complaints per 100,000 claims to new record lows.