Armando Andrade, CPCU, ChFC
Woodstock,GA
Summary
Experienced Senior Insurance Executive with over two decades of expertise in strategically driving initiatives to optimize workflows, integrate technology, and harness data-driven analytics. Proficient in leading innovative solutions that enhance operational efficiency and deliver maximum client return on investment within the P&C sector.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Executive Vice President/Head of Claims
The Best Claims Solutions
01.2019 - Current
- Spearheaded the development and implementation of comprehensive strategies, policies, and performance standards for the P&C Claims sector across North America, overseeing Claims and TPA operations to ensure alignment with organizational objectives.
- Provided dynamic leadership and strategic oversight for a diverse team of over 1000 employees nationwide, effectively managing more than 50,000 claims across 60 carriers, fostering a culture of excellence and accountability.
- Cultivated and nurtured strong relationships with carrier partners, clients, customers, and vendors, fostering collaboration and enhancing service quality to drive mutual success and satisfaction.
- Devised and executed a robust business strategy to address skillset gaps in the marketplace, championing the development of innovative training programs aimed at enhancing workforce capabilities and driving operational excellence.
- Achieved a remarkable 3X reduction in operational expenses by spearheading the implementation of an automated QA tool, resulting in a substantial decrease in error rates and enhanced efficiency in claim handling processes.
- Led strategic client acquisition efforts, consistently delivering over $30 million in annual revenue, showcasing a keen ability to identify and capitalize on market opportunities.
- Upheld high standards of customer support, consistently meeting KPIs at 90% and maintaining overall customer satisfaction at an impressive 96%, reflecting a commitment to excellence and customer-centricity.
- Orchestrated a remarkable 300% increase in sales through meticulous strategic planning and execution, driving sustained business growth and profitability.
- Provided invaluable consultative services beyond the Claims segment, contributing to broader organizational growth, innovation, and strategic planning initiatives at a global level, demonstrating versatility and strategic foresight.
- Initiated and spearheaded a companywide Diversity, Equity, and Inclusion initiative, which evolved into a standalone department within the organization, underscoring a commitment to fostering an inclusive and equitable workplace culture.
Vice President Operations - Claims
The Best Claims Solutions
11.2017 - 01.2019
- Directed operational performance and provided leadership oversight to multiple claim centers across North America, supervising over 500 employees and managing $75 million in salary and operating expenses, while handling approximately 30,000 claims annually.
- Formulated and executed a national Catastrophe response strategy for 20 carrier partners across auto, property, and commercial sectors.
- Instrumental in elevating company ranking with one of the largest P&C carriers from 7th out of 10 to 1st position.
- Maintained a minimum customer satisfaction rating of 89% during catastrophe responses.
- Maintained a minimum customer satisfaction rating of 89% during catastrophe responses.
- Spearheaded the reengineering of claim functions, implementing a new organizational design for more effective and efficient claims handling. Updated job descriptions, performance management standards, and established new goals, including benchmarks and monitoring systems.
- Orchestrated recruitment, screening, and hiring processes for claims staff nationwide.
- Developed and implemented a comprehensive training and management mentoring program.
Claims Manager
State Farm
11.2011 - 11.2017
- Orchestrated technical and operational management of large-scale events encompassing commercial, residential, and auto claims within the P&C sector.
- Provided strategic direction and meticulous oversight of claims personnel, evaluating staffing requirements and efficiently allocating resources for comprehensive catastrophe response.
- Managed an operational span of control encompassing 100+ individuals, including staff and external vendors, ensuring seamless collaboration and optimal performance.
- Delivered comprehensive training programs covering policy interpretation, investigation techniques, litigation management, and time management strategies to enhance team capabilities.
- Offered expert guidance and direction in claim files, possessing settlement authority up to $500,000, and ensuring adherence to organizational standards and legal compliance.
- Implemented strategies to ensure organizational goals pertaining to production and file quality were consistently met or exceeded.
- Held financial operational responsibility, including rigorous verification of vendor services and expenditures, ensuring fiscal prudence and accountability.
- Consistently surpassed enterprise production goals by an impressive 16%, demonstrating exceptional operational efficiency and performance excellence within the claims management realm.
Senior Multilines Claims Adjuster
State Farm
12.2001 - 11.2011
- Made informed decisions concerning claim settlement values, liability considerations, and policy interpretation, ensuring fair and accurate resolutions. Tailored training programs to address individual skill levels and enhance the ability to effectively evaluate, investigate, and conclude claims.
- Conducted thorough investigations, assessed coverage, and negotiated settlements for property and auto losses, demonstrating proficiency in handling complex claims across multiple lines of insurance.
- Effectively interpreted and communicated policies and coverage details to customers and agents, ensuring clear understanding and transparency throughout the claims process.
- Proactively addressed internal and external customer concerns and challenges related to the claims process, resolving issues promptly and fostering positive relationships.
- Played a key role in training employees on the Xactimate platform, including the utilization of Sketch, to optimize claim handling efficiency and accuracy.
- Acted as a technical resource, providing coaching and guidance to associates on best practices in claim handling techniques, driving continuous improvement and increasing operational efficiencies.
Education
Bachelor of Science - Industrial Technology
Illinois State University
Normal, ILSkills
- Litigation management
- Contract analysis
- Strategic Planning & Restructuring
- Vendor relations
- Customer complaint resolutions
- Staffing & Expense analysis
- Budget forecasting & oversight
- Multi-state regulation & oversight
- Recruitment & retention of staff
- Employee professional development
- Performance Management
- Communications
- Quality Control Planning
- New Business Development
- Relationship and Team Building
Certification
Associate in Claims (AIC)
The Institutes – Risk and Insurance Knowledge Group
Chartered Property and Casualty Underwriter (CPCU)
The Institutes – Risk and Insurance Knowledge Group
Chartered Financial Consultant (ChFC)
The American College of Financial Services
Timeline
Executive Vice President/Head of Claims
The Best Claims Solutions
01.2019 - Current
Vice President Operations - Claims
The Best Claims Solutions
11.2017 - 01.2019
Claims Manager
State Farm
11.2011 - 11.2017
Senior Multilines Claims Adjuster
State Farm
12.2001 - 11.2011
Bachelor of Science - Industrial Technology
Illinois State University