CHRISTINA BROCKWAY
Columbus,OH
Summary
Dynamic and results-driven professional with 25+ years of expertise as a Senior Claims Adjuster, complemented by experience as an entrepreneur and a swim instructor. Recognized for exceeding performance expectations in claims management, policy compliance, and customer service while leading mentorship initiatives and engagement events. Armed with a B.S. in Criminal Justice and dual A.A.S. degrees in Business Management and Marketing, blending analytical skills with creative problem-solving. A resilient leader with a proven ability to adapt, innovate, and thrive in fast-paced environments.
Overview
17
17
years of professional experience
Work History
Sr. Complex Claims Adjuster
Progressive Insurance/ASI
07.2023 - Current
- Adjudicates complex and large-loss property and casualty claims, ensuring accurate, timely, and compliant resolutions.
- Conducts thorough desk reviews to complete investigations, including inspections, damage assessments, and policy interpretation, to determine liability and coverage.
- Coordinates with Special Investigations Units (SIU) on suspected fraudulent claims, supporting investigations and evidence gathering.
- Manages subrogation processes, identifying recoverable losses and negotiating recoveries to minimize company exposure.
- Collaborates with insureds, public adjusters, attorneys, and contractors to resolve disputes, including participation in mediations and litigation.
- Handles multi-party and litigated claims, preparing detailed documentation and coordinating with legal counsel to protect company interests.
- Mentors and trains new-hires and junior adjusters on claims handling, liability assessment, and best practices, fostering compliance and professional development.
- Consistently exceeds performance metrics for claim accuracy, resolution speed, and customer satisfaction.
Swimming Instructor & Life Guard
Safesplash Swim School
07.2024 - Current
- Instructs individuals and groups of all ages, ethnicities, and backgrounds, tailoring lessons to meet diverse learning styles and skill levels.
- Implements structured swim programs for children, teens, adults, and individuals with special needs, ensuring a safe and supportive learning environment.
- Monitors swimmers and pool activities to prevent accidents, responding quickly and appropriately in emergency situations as a non-certified lifeguard.
- Fosters positive relationships with students and families, providing feedback and encouragement to build confidence and water safety awareness.
- Maintains pool safety standards, assisted in routine facility checks, and promoted safe swimming practices at all times.
- Adapts teaching methods to accommodate physical, developmental, and sensory differences, promoting inclusivity and accessibility in all lessons.
Owner/Operator
Brockway's Travel
02.2019 - Current
- Plans and books customized travel itineraries, including flights, hotels, cruises, tours, and activities.
- Advises clients on destinations, travel options, and budgeting to create personalized experiences.
- Coordinates complex multi-destination trips and group travel logistics.
- Utilizes host agency booking platforms and industry resources to access exclusive rates and promotions.
- Provides prompt, professional customer service, resolving issues and ensuring client satisfaction.
- Maintains accurate client records, confirmations, and payment processing.
- Fosters repeat business and referrals through strong client relationships.
- Develops strategic marketing initiatives to increase client relations.
Owner/Operator
Crissy's Canine Camp (F.K.A Crissy’s Critter Cottage)
11.2014 - Current
- Provides professional animal care, including feeding, walking, administering medications, and monitoring health.
- Delivers house-sitting services, ensuring security, maintenance, and peace of mind for clients.
- Develops and executes marketing strategies to attract and retain clients.
- Manages budgeting, bookkeeping, and financial reporting to maintain profitability.
- Schedules and coordinate services efficiently while maintaining accurate client records.
- Builds strong client relationships through reliability, communication, and personalized service.
Senior Leadership & Operations Specialist
Safeware
06.2015 - 04.2023
- Progressively advanced through roles from Senior Claims Adjuster / Team Lead to Training Supervisor and Internal Quality Assurance Supervisor, demonstrating leadership and operational excellence.
- Managed claims adjudication across multiple verticals, ensuring timely resolution, accurate coverage interpretation, and high customer satisfaction.
- Designed and delivered comprehensive training programs and individualized onboarding to improve associate performance and retention.
- Developed and enforced company-wide quality standards, conducting audits across teams and associates to ensure accuracy, compliance, and efficiency.
- Collaborated with executive leadership to implement innovative processes that enhanced productivity, reduced costs, and strengthened operational workflows.
- Coordinated with vendors, recruited service providers, and managed reporting on claims, team performance, and departmental metrics to guide strategic decisions.
Sr. Claims Adjuster III
Nationwide Insurance Company
07.2008 - 11.2013
- Investigate liability claims, determine coverage, assess damages, and negotiate fair settlements.
- Interpret policy terms, endorsements, and exclusions to ensure proper claim handling and compliance.
- Managed total loss claims for automobiles, motorcycles, heavy equipment, and specialty vehicles (“toys”), ensuring accurate valuation and timely resolution.
- Coordinate with repair shops, salvage yards, and independent appraisers to obtain precise estimates.
- Provide clear communication to clients, vendors, and internal teams, resolving disputes efficiently.
- Document claims thoroughly, including investigative findings, valuation rationale, and settlement decisions.
- Mentor junior adjusters on complex claims, valuation methods, and liability determinations.
Education
Bachelor of Science - Criminal Justice
06.2022
Associate of Science - Business Management
05.2005
Associate of Science - Marketing Management
05.2005
Skills
Leadership & Team Management
- Team Leadership & Mentorship
- Employee Training & Development
- Team Collaboration & Coaching
- Decision-Making & Critical Thinking
Claims & Insurance Expertise
- Claims Investigation, Adjustment, & Risk Assessment
- Settlement Negotiation & Claims Processing
- Insurance Fraud Expertise & Conflict Resolution
- Home, Auto, Specialty, Content, Large Loss, Complex
Financial & Business Management
- Auditing and Quality Assurance
- Budgeting & Financial Planning
- Accounts Payable / Receivable
- Reporting & Data Analytics (CCC Reports, Qlik Sense)
- Entrepreneurship & Strategic Planning
Customer Relations & Communication
- Client Relations & Customer Service
- Advanced Oral & Written Communication
- Active Listening & Empathy
- Negotiation & Mediation Techniques
- Problem-Solving & Attention to Detail
Technical Skills & Tools
- Microsoft Office Suite (Word, Excel, Publisher, Outlook)
- Adobe JotForm / JotForms / Lotus 1-2-3
- Xactimate
- Mondaycom
- CCC Reports & Claims Management Systems
- Data Entry & File Documentation
Additional Competencies
- Marketing & Sales Strategy
- Research & Development
- Innovation & Creativity
- Multitasking & Organization
- Interviewing Techniques
Timeline
Swimming Instructor & Life Guard - Safesplash Swim School
07.2024 - Current
Sr. Complex Claims Adjuster - Progressive Insurance/ASI
07.2023 - Current
Owner/Operator - Brockway's Travel
02.2019 - Current
Senior Leadership & Operations Specialist - Safeware
06.2015 - 04.2023
Owner/Operator - Crissy's Canine Camp (F.K.A Crissy’s Critter Cottage)
11.2014 - Current
Sr. Claims Adjuster III - Nationwide Insurance Company
07.2008 - 11.2013
Southern New Hampshire University - Bachelor of Science, Criminal Justice
Stark State College - Associate of Science, Business Management
Stark State College - Associate of Science, Marketing Management
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