Ashley Richardson
Buckeye,AZ
Summary
Dynamic professional with extensive experience in managing high-severity claims and coordinating cross-functional investigations. Known for developing actionable plans that mitigate risk and enhance organizational efficiency through process improvements.
Overview
9
9
years of professional experience
Work History
Claims Specialist - Special Investigative Unit (SIU)
State Farm Insurance
03.2023 - Current
- Led complex investigation projects across multiple jurisdictions involving BI, UM/UIM, PIP/MPC, and PD claims, ensuring timely resolution and compliance with state regulations.
- Coordinated cross-functional teams (claims, legal, law enforcement, NICB) to drive multi-party investigations, aligning stakeholders on action plans and deadlines.
- Managed a portfolio of high-severity cases, prioritizing workload, tracking milestones, and ensuring consistent documentation and reporting.
- Developed investigative action plans to address fraud indicators, inconsistencies, and litigation risk, effectively mitigating organizational exposure.
- Delivered stakeholder updates and reports to leadership, presenting findings, risk assessments, and recommendations for business and process improvements.
- Recognized for process improvement initiatives that reduced investigation cycle times and increased efficiency in case resolution.
Disability Claim Examiner
MassMutual Life Insurance
12.2020 - 03.2023
- Managed end-to-end claim projects, developing and executing investigative action plans to resolve complex disability income and waiver claims.
- Conducted risk and liability assessments, aligning policy coverage with claim facts to ensure accurate determinations.
- Collaborated with stakeholders (insureds, physicians, legal, and internal teams) to gather documentation, clarify claim details, and communicate findings.
- Streamlined workflows by identifying inefficiencies and recommending improvements, resulting in faster claim adjudication.
Annuity Team Supervisor
MassMutual Life Insurance
09.2018 - 12.2020
- Supervised and coached a team of client service representatives, ensuring adherence to workflows and performance metrics.
- Led training initiatives and process rollouts, coordinating department-wide updates to systems, policies, and procedures.
- Tracked performance data and developed reports for leadership to identify trends, knowledge gaps, and training needs.
- Directed special assignments and escalated issue resolution, acting as project lead for operational challenges and client escalations.
Senior Customer Service Advocate
MassMutual Life Insurance
05.2018 - 09.2018
- Provided escalation management and workflow coaching, ensuring complex client issues were resolved while mentoring staff on proper procedures.
- Supported continuous improvement initiatives, serving as a subject matter expert for annuity center operations.
- Led peer training and process documentation projects, standardizing approaches across the service team.
Customer Service Advocate
MassMutual Life Insurance
09.2016 - 05.2018
- Delivered accurate, high-quality service for annuity contracts, processing high-value transactions up to $100,000.
- Participated in process improvement and efficiency teams, contributing ideas to enhance business workflows.
- Mentored new hires, designing on-the-job training support to improve accuracy and onboarding outcomes.
Education
Associate in Claims (AIC) -
The Institutes
09.2025
B.A. - Human Resource Management
DeVry University
09.2025
A.A. - Business Management
University of Phoenix
Skills
- Project management and coordination
- Claims management
- Risk assessment and mitigation
- Regulatory compliance
- Investigative techniques
- Stakeholder communication and engagement
- Process improvement
- Leadership and team development
- Data analysis and reporting
- Salesforce proficiency
- Microsoft Office Suite expertise
- Workday administration
- Timesheet management
- Negotiation and investigation skills
- Strategic thinking and problem solving
- Interpersonal communication skills
- Creativity and innovation
- Mentorship and coaching
Skills Highlights
- Project Management & Coordination - Skilled in leading cross-functional initiatives, setting timelines, and tracking deliverables.
- Stakeholder Engagement - Experienced in building trust, managing communication, and aligning priorities with executives, legal teams, and clients.
- Risk Assessment & Mitigation - Adept at identifying issues early, analyzing impact, and recommending effective solutions.
- Process Improvement - Proven record of optimizing workflows to reduce cycle time and improve accuracy.
- Leadership & Team Development - Experienced in coaching, mentoring, and supervising high-performing teams.
- Data & Reporting - Strong ability to create reports, analyze trends, and translate findings into actionable recommendations.
- Tools & Systems - Salesforce, Microsoft Office Suite, Workday, Timesheet Management.
Timeline
Claims Specialist - Special Investigative Unit (SIU)
State Farm Insurance
03.2023 - Current
Disability Claim Examiner
MassMutual Life Insurance
12.2020 - 03.2023
Annuity Team Supervisor
MassMutual Life Insurance
09.2018 - 12.2020
Senior Customer Service Advocate
MassMutual Life Insurance
05.2018 - 09.2018
Customer Service Advocate
MassMutual Life Insurance
09.2016 - 05.2018
Associate in Claims (AIC) -
The Institutes
B.A. - Human Resource Management
DeVry University
A.A. - Business Management
University of Phoenix