Cady Pennington
Bloomington,IN
Summary
Claims leader with 15+ years of experience in complex claims operations, including people leadership, high-exposure claims oversight & process improvement. Proven ability to lead teams through systems & operational change, while maintaining compliance, quality & client service standards. Experienced in vendor management, escalation resolution & performance management in fast-paced service-driven environments. Well-suited to TPA organizations requiring adaptability, accountability & consistent execution across clients.
Overview
17
17
years of professional experience
3
3
Certification
Work History
Manager, Claims & Towing Specialist
Great West Casualty Company
Bloomington, IN
02.2022 - Current
- Lead, mentor & coach claims staff, promoting empowerment, accountability, professional development & consistent performance aligned with service and quality standards.
- Guided team through a major claims system & process transition, ensuring continuity of operations through training, communication & hands-on support.
- Designed & implemented procedures, workflows & reporting for a newly-created towing specialist function.
- Built & maintained a national network of preferred towing vendors through industry conferences & ongoing relationship management.
- Collaborate with cross-functional partners to align claims operations with organizational goals & customer expectations.
- Monitor performance metrics to identify trends, address gaps & drive continuous improvement in service delivery.
- Manage escalated claims issues & disputes, while ensuring fair claims handling & customer satisfaction.
Senior Physical Damage & Cargo Adjuster
Great West Casualty Company
Bloomington, IN
12.2008 - 02.2022
- Managed a high-volume desk of 100+ active physical damage/cargo claims with reserves exceeding $2.5 million.
- Consistently achieved a 100%+ closing ratio while maintaining quality & compliance standards.
- Conducted complex investigations, coverage analysis, negotiations & settlements in accordance with Fair Claims practices.
- Maintained detailed, defensible claim documentation to support audits, quality reviews & regulatory compliance.
- Served as a subject-matter resource, modeling best practices & supporting consistency across the claims team.
Education
Bachelor of Arts - Journalism (Public Relations) Minors-Business/Math
Butler University
Indianapolis, INSkills
Claims Operations Management
Staff Coaching & Performance Management
Third-Party & Client Service Delivery
Quality Assurance & Regulatory Compliance
Vendor & Towing Management
Process Improvement & Workflow Design
Claims Metrics, Reporting & Reserves Oversight
Escalation & Dispute Resolution
Systems Implementation & Change Leadership
Timeline
Manager, Claims & Towing Specialist
Great West Casualty Company
02.2022 - Current
Senior Physical Damage & Cargo Adjuster
Great West Casualty Company
12.2008 - 02.2022
Bachelor of Arts - Journalism (Public Relations) Minors-Business/Math
Butler University
Certifications
Certified Claims Professional (CCP) | Associate in Claims-Management (AIC-M) | Supervisory Management (SM)
Gallup StrengthsFinder Top 5
Responsibility|Achiever|Relator|Learner|Harmony