Brandon Carroll, CPCU
Wesley Chapel,FL
Summary
Results-driven leader with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations.
Overview
19
19
years of professional experience
Work History
Director, Claims Operations
USAA
01.2024 - Current
- Identify and manage existing and emerging risks that stem from business activities
- Ensure risks associated with business activities are effectively identified, measured, monitored, and controlled
- Follow written risk and compliance policies, standards, and procedures for business activities
- Select, develop, lead, and hold managers accountable for serving members and providing appropriate solutions in auto, property, and other claims operations through their teams
- Consistently coach managers on leading their teams on claims handling, inspecting, and reviewing quality of claims and responding to escalations
- Responsible for achievement of assigned goals, objectives, and scorecard deliverables
- Plan, organize, and control the resources to deliver the appropriate claims service
- Accountable for ensuring compliance with regulations, policies, procedures, and the fair claims settlement practices act
- Provide guidance on technical matters, monitors claims reserve, and extends settlement authority
- Responsible for service, loss control, and loss adjustment expense
- Identify trends and develop action plans as appropriate
- Understand, research, and work to influence the financial impact
- Inspire a high-performance team that works to deliver exceptional experiences to the members and achieve exceptional results
- Create conditions for success, remove obstacles, lead and champion change.
Vice President, Claims
United Automobile Insurance Company
01.2023 - 11.2023
- Executive leader for over 250 claim professionals handling all claims associated with 450M in earned premium and 200,000 policies in force
- Oversaw end-to-end claims process ensuring accurate and timely handling, investigation and resolution
- Well versed with laws and ethics governing claims handling nationwide
- Deployed data science models and various machine learning tools to improve claims efficiency and customer service
- Identified opportunities to improve business process flows and overall departmental productivity
- Hired and managed employees to maximize productivity while training staff on best practices and protocols
- Established, enhanced and monitored key performance indicators for optimal department performance
- Maintained regular cadence of collaboration with integral areas (Finance, Actuarial, Product, Underwriting, IT)
- Developed methods for building and mobilizing technically competent and highly effective staff to meet current and future needs
- Collaborated with senior management to develop strategic initiatives and long term goals
- Oversaw business-wide changes to modernize procedures and organization
- Directed technological improvements, reducing waste and business bottlenecks
- Demonstrated proficient leadership skills to motivate employees and build competent teams
- Used market insights to capitalize on key business opportunities for new advantageous partnerships
Vice President, Casualty Claims
United Automobile Insurance Company
06.2014 - 01.2023
- Proficiently managed 40+ employees handling 1st and 3rd party bodily injury and property damage claims in numerous states
- Implemented and streamlined procedures to improve file quality with consistent emphasis on improving customer experience
- Presented claims data and discussed trends regularly with Board of Directors and Executive Team
- Integrated technological and other advances to maximize productivity of employees and improve claim processes
- Consistently interacted with all department heads for improved inter-company communication
Casualty Manager
United Automobile Insurance Company
05.2011 - 06.2014
Various Claims Roles
United Automobile Insurance Company
08.2006 - 05.2011
Claims Generalist
Progressive Insurance Company
12.2004 - 08.2006
Education
Bachelor of Arts - Psychology
Occidental College
Los Angeles, CA2004
Skills
- Team building
- Anti-fraud investigations
- Complex litigation management
- Organizational restructuring
- Operational analysis and improvement
- Enterprise risk management
- Customer satisfaction management
- Policy and procedure development
- Performance metrics analysis
- Budget planning
Accomplishments
- Led organizational restructuring for optimal performance
- Demonstrated leadership while designing, implementing and improving company policies
- Developed low touch and straight through claim processing methods
- Reduced customer service complaints by over 60% in less than 6 months during 2023
- Improved cycle time and reduced inventory across all claims business units
- Increased Subrogation and Salvage recoveries by 50% YOY in 2023
Timeline
Director, Claims Operations
USAA
01.2024 - Current
Vice President, Claims
United Automobile Insurance Company
01.2023 - 11.2023
Vice President, Casualty Claims
United Automobile Insurance Company
06.2014 - 01.2023
Casualty Manager
United Automobile Insurance Company
05.2011 - 06.2014
Various Claims Roles
United Automobile Insurance Company
08.2006 - 05.2011
Claims Generalist
Progressive Insurance Company
12.2004 - 08.2006
Bachelor of Arts - Psychology
Occidental College
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