Brian Lewis
Edmond
Summary
Skilled professional ready to excel in leadership role with focus on results-driven performance. Proven ability to streamline operations and foster team collaboration to achieve organizational goals. Known for reliability and adaptability in meeting changing demands while maintaining high standards.
Overview
25
25
years of professional experience
Work History
Regional Claims PTO Supervisor
Farmer’s Insurance
01.2017 - Current
- Managed team of 11 licensed claim adjusters overseeing auto liability claims across Western Region.
- Developed and communicated scheduling plans, ensuring coverage for scheduled time off, training and leave of absence.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Regional Claims Manager
Farmer’s Insurance
01.2015 - 01.2017
- Oversee, direct, and inspire 4 to 5 supervisor teams comprising 7 to 8 Claim Owners each
- Analyzed trends in regional claim data to identify areas for targeted improvement efforts or resource allocation adjustments.
- Established key performance indicators for claims management, enabling data-driven improvements in productivity and efficiency across the department.
Arbitration Claims Manager
Farmer’s Insurance
01.2009 - 01.2015
- Oversaw Respondent Arbitration operations with 40 licensed claim adjusters and 4 supervisors.
- Collaborated across departments to enhance organizational effectiveness in claim handling and arbitration.
- Formulated targeted strategies for Arbitration responses, achieving industry-leading results.
Casualty Claims Manager
Farmer’s Insurance
01.2006 - 01.2009
- Oversee, direct, and inspire 5 to 6 supervisor teams of eight licensed claim adjusters; tasked with confirming coverage, determining liability, establishing damages, and negotiating settlement.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
Casualty Claims Supervisor
Farmer’s Insurance
01.2006 - 01.2009
- Led and motivated teams of 8 licensed claim adjusters to enhance performance and accountability.
- Confirmed coverage, determined liability, established damages, and negotiated settlements effectively.
- Contributed as a key member of Staff Manager level charter team, recognized for leadership and impact.
- Served as Interim Staff Manager for Casualty Claims Supervisors, implementing changes that improved results over 8 months.
New Account Services/PAG Quality Manager
AT&T Wireless
01.2003 - 01.2006
- Established and monitored quality standards for NAS and PAG departments, achieving 95% quality score consistently.
- Developed reporting mechanisms to identify improvement opportunities, enhancing scoring clarity.
- Collaborated with National Quality Manager and call center management to ensure alignment on national quality initiatives.
- Facilitated weekly calibration sessions with quality team and supervisors, reducing QA to Supervisor variance from 9% to 4%.
New Account Services Supervisor
AT&T Wireless
01.2000 - 01.2003
- Coached and directed New Account Service Representatives, enhancing performance evaluations.
- Monitored quality and call handling, achieving 97% Team Quality and 99% Team Availability in Q1 2003.
- Managed team adherence and attendance, securing 97% Adherence for Q1 2003.
- Developed and executed recognition plans to boost team morale.
- Selected to lead OKC Resolution Desk in February 2003, driving operational improvements.
Education
Bachelor of Science - Business Management, Human Resources
University of Central Oklahoma
Edmond, OK01.1993
Skills
- Communication
- Staff management
- Decision-making
- Complex Problem-solving
- Attention to detail
Timeline
Regional Claims PTO Supervisor
Farmer’s Insurance
01.2017 - Current
Regional Claims Manager
Farmer’s Insurance
01.2015 - 01.2017
Arbitration Claims Manager
Farmer’s Insurance
01.2009 - 01.2015
Casualty Claims Manager
Farmer’s Insurance
01.2006 - 01.2009
Casualty Claims Supervisor
Farmer’s Insurance
01.2006 - 01.2009
New Account Services/PAG Quality Manager
AT&T Wireless
01.2003 - 01.2006
New Account Services Supervisor
AT&T Wireless
01.2000 - 01.2003
Bachelor of Science - Business Management, Human Resources
University of Central Oklahoma
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