Summary
Overview
Work History
Education
Skills
Timeline
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Chris Arden

North Reading,MA

Summary

Detail-oriented Insurance Professional proficient in all QA operations, policies and procedures. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Detail-oriented Insurance Professional proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing quality and performance to achieve excellent results and customer satisfaction.

Overview

28
28
years of professional experience

Work History

Senior Quality Assurance Consultant

Farmers Insurance Group
10.2006 - 11.2023
  • Conducted audits and reported to company directors on national level.
  • Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
  • Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
  • Gathered, documented, and modeled data to assess business trends.
  • Provided feedback that focused on organized training plans to address areas in need of improvement.
  • Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
  • Recommended areas of operational improvements based on tracking and analysis of historical audit data.
  • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.

Multi-Line Claims Supervisor

Farmers Insurance Group
12.1999 - 10.2006
  • Monitor adjuster performance, ensuring claim adjusters have properly investigated, evaluated and adjusted claims in accordance with standards and laws.
  • Train, develop, motivate, and evaluate employee performance.
  • Ensure claim handling is in compliance with state regulatory/statutory requirements, corporate privacy and other claim policy requirements
  • Evaluate team and individual performance
  • Ensures claims representatives maintain department requirements for I-CAR certifications and state required licensing.
  • Conducted interviews and assisted in selection of new employees
  • Ensures team is participated in workshops, training sessions, claims roundtables and resolution strategy sessions
  • Work under pressure, deal with interpersonal conflict, and handle a heavy workload
  • Collaborate with peers and leadership to improve results through internal claim reviews and feedback from quality auditing team.

Multi-Line Claims Adjuster

Farmers Insurance Group
10.1995 - 12.1999
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Prepared summaries of damage, payments, and policy coverage.
  • Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
  • Verified insurance claims and determined fair amount for settlement.
  • Reviewed new files to determine current status of injury claim and to develop plan of action.
  • Maintained contact with claimants and attorneys to determine treatment status.
  • Negotiated with policyholders, claimants, and attorneys to reach mutually satisfactory resolutions.
  • Complete vehicle inspections, write estimates, determine total loss evaluations.
  • Negotiate repair process with body shops.

Education

Bachelor of Science - Business Management

University of Central Oklahoma
Edmond, OK

Skills

  • Quality Assurance Background
  • Data Collection
  • Trend Analysis
  • Internal Audits
  • Property and Casualty Background

Timeline

Senior Quality Assurance Consultant

Farmers Insurance Group
10.2006 - 11.2023

Multi-Line Claims Supervisor

Farmers Insurance Group
12.1999 - 10.2006

Multi-Line Claims Adjuster

Farmers Insurance Group
10.1995 - 12.1999

Bachelor of Science - Business Management

University of Central Oklahoma

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Chris Arden