Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
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Christina Brewer

Grove,OK

Summary

A change-oriented leader with a passion for continued improvement and growth at both the organizational and individual levels. A multitude of experience in Leadership, Personal, and Commercial auto insurance roles. Build collaborative relationships across zones and departments. A skilled analytical thinker and well-versed in identifying organizational trends through observation and confident data review. Dynamic in addressing identified opportunities to drive business impacts and follow through. Builder of authentic culture that values team connectedness and innovation both in person and virtually.

Overview

20
20
years of professional experience

Work History

General Liability Lead

Commercial
08.2021 - Current
  • Auto, Garage Keepers &, Lead engagement and development plans for thedepartment and sponsored CRs groups for improvements and engagement activities
  • Analyze individual team members' work and utilize coaching to enact plans to improve behaviors to address each team member's needs to achieve business results
  • Worked with HR partners to bring development opportunities to all of commercial leadership in some instances, and all of the employee base in others to an audience of 300 plus
  • Led operational efficiency for the department, had reports built for the department to allow for tracking of inventory as well as volume to better manage both efficiency and equity
  • Coordinate with recruitment for hiring of new employees and with training for scheduling of training for both new and current employees
  • Host weekly roundtables with claims council, SIU engineer, and garage claim owners for consistency and development of the garage skill
  • Shifted the General Liability work into the department for better efficiency and consistency of care, custody, and control review
  • Collaborated with Quality peers to audit the department monthly to address opportunities and enact plans to quickly impact results to achieve repeatable files
  • Recently had to quickly address a loss of 11% of the employee base to mobilize the remaining employees to ensure business needs were still being addressed and utilized transparent communication daily with each quick change.

Claims Manager Backstop

06.2020 - 12.2020
  • Led 40 employees including leaders and front-line claims adjusters in a regionalized Phoenix office
  • Completed a deep dive into Tier one Service and identified issues and created and implemented solutions to improve this result which provided a lift in results
  • Worked with a quality team to identify opportunities and created and led various materials in a weekly coverage and liability lab to both regional operations in KC and Phoenix
  • Developed and coached supervisors on their impacts and behavior management of their teams
  • Reviewed comp versus collision coding for the department and created and presented training for the group for improvement of understanding of the differences of flying versus stationary objects
  • Worked with our training partners to roll the subject matter into future trainings and with the FNOL group to shore up their process on the creation of these claims at a new loss report.

Ownership Model Supervisor

01.2016 - 06.2020

01.2021 - 07.2021
  • Managed our department Arbitration commitment of files heard by recruiting, acting as a SME for the group and ensuring accountability for hearing files
  • Worked with Field leadership, and various Regionalized department leaders and internal groups to build the process and implement a new claims model Ownership
  • Participated on many workstreams to build the new model with a small group of leaders across multiple zones and states
  • This required both technical knowledge and impactful communication and relationship building with previously siloed groups
  • Created an Ownership Transition Program to help Regional Leaders successfully move roll into the new claims model and presented this to all leaders in KS and AZ through several sessions
  • Attended an FTV and SIU school in MI to gain knowledge of APD impacts and then was able to arrange a trainer to come into the region to educate all leaders in the specifics of the APD red flags
  • Worked with field operations to maintain a relationship and utilize each other as a resource for knowledge regarding handling state specific regulations
  • Developed and coached employees daily
  • Responsible for hiring new staff to the department from an existing pool of employees
  • Worked with QA partners to Audit files for employees and ensure quality files
  • Transitioned to Phoenix to build a new regional operation that was starting there
  • That involved mass staffing, training and defining culture to take on CA claims.

Total Loss Supervisor

09.2017 - 01.2018
  • Transitioned an unexperienced team into Total loss from casualty to assist the department in their department change to combine Subrogation with Total loss
  • Led my team in this new skill to successfully be a department lead in service and quality.

Regionalized Claims Supervisor

06.2014 - 01.2016
  • Led a team to determine coverage and liability specifically in the Western and Mountain zones of the country
  • Brought in training from Arbitration Forums to present on evidence to support wins in arbitration
  • Maintained a negative attrition at 2%, positive attrition resulting in developing employees into leadership roles and other positions within the company
  • Achieved Exceeds level KPIs results in efficiency and quality
  • Daily pull and review of reporting for production, cycle time, call volumes, etc
  • Audited claims for quality and efficiency

Customer Service Claims Representative Supervisor

01.2012 - 06.2014
  • Led a team in skills at FNOL through conclusion investigating coverage, liability, writing estimates and settlement payment
  • Recruited talent with the creation of promotional materials for the department and participation in recruitment events
  • Developed and coached employees to achieve their top impacts
  • Collaborated with FNOL groups daily in multiple locations to ensure low call wait times.

Coverage Supervisor

10.2007 - 01.2012
  • Led a team of seven employees while coaching and developing employees on a daily basis
  • Worked with a group of peers, training and legal to update and simplify a coverage training guide
  • Hiring and staffing for the department in conjunction with peers
  • Achievement of KPIs through behaviors management
  • Achieved status as an Arbitration panel member
  • Maintained a positive culture through development and a team focus
  • Acted on a steering committee for FEAPAC awareness and membership
  • Trained in Farmers, Bristol West and 21st century policies and systems.

Office Claims Representative

10.2005 - 06.2007
  • Investigate coverage issues and determining liability by gathering documentation, taking recorded statements and making decisions based on available information
  • Completed CRN testing in our Oklahoma location for 2 months
  • Selected as a mentor for new employees for eight training classes
  • Worked Property Catastrophe claims during peak season determining coverage issues
  • Obtained Gold Status Membership for exceeding goals for a quarter in 2006
  • Awarded an MVP award for the third quarter of 2006
  • Awarded Annual MVP for the entire year 2006
  • Handled Non-Auto losses using Xactimate occurring in New York and handling Zurich policies in New York as well.

Claims Representative

American National Insurance
06.2003 - 10.2005
  • Investigate claims coverage issues; determine liability by obtaining recorded statements, police reports and photos of loss to make final liability decision
  • Negotiated settlement of estimates and total losses
  • Negotiated low exposure BI claims
  • Obtained an Associate in Claims by completing AIC 33, 34, 35 and 36
  • Awarded as claims representative with highest percentage channeling
  • Succeeded in obtaining production numbers above goal for 2004 and 2005.

Education

B.S - Communications & Public Relations, Psychology

Missouri State University
Springfield, MO

AIC, INS, Legal Principles - GCA

The Institutes

Skills

  • Growth Mindset Leadership
  • Coverage Certified
  • Power BI and Excel
  • Communications Strategies
  • Liability
  • APD
  • Critical Thinking

Affiliations

Arbitration Panelist

Timeline

General Liability Lead

Commercial
08.2021 - Current

01.2021 - 07.2021

Claims Manager Backstop

06.2020 - 12.2020

Total Loss Supervisor

09.2017 - 01.2018

Ownership Model Supervisor

01.2016 - 06.2020

Regionalized Claims Supervisor

06.2014 - 01.2016

Customer Service Claims Representative Supervisor

01.2012 - 06.2014

Coverage Supervisor

10.2007 - 01.2012

Office Claims Representative

10.2005 - 06.2007

Claims Representative

American National Insurance
06.2003 - 10.2005

B.S - Communications & Public Relations, Psychology

Missouri State University

AIC, INS, Legal Principles - GCA

The Institutes

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Christina Brewer