Summary
Overview
Work History
Education
Skills
Professional Designations
Professionalaccomplishments
Timeline
Generic

Christine Ridgeway

Gainesville,FL

Summary

Throughout my career, I’ve demonstrated agility by adapting to dynamic business environments and swiftly responding to changing priorities. As a change management advocate, I’ve successfully guided teams through organizational shifts, fostering buy-in and minimizing disruption. My data analysis expertise involves extracting actionable insights from complex datasets, informing strategic decisions. In leadership roles, I’ve motivated and developed teams, emphasizing effective communication and collaboration. My background spans claims casualty management, litigation oversight, and both commercial and personal lines experience. Above all, I’m results-oriented, consistently driving impactful outcomes.

Overview

35
35
years of professional experience

Work History

Non- Injury Manager

Gainesville
02.2019 - Current
  • Provide coaching and development opportunities to a team of 10-13 non-injury associates, handling 22 states in the east. Team is currently leading in most performance metrics.
  • Identify training opportunities, compliance issues, and other state specific issues needed for my team to continue to perform at a high level of quality and production.
  • Initiate Lean Management, identifying pain points and opportunities daily to improve performance and efficiency in the claims handling process.

Immediate Settlement Unit Manager

Gainesville
09.2015 - 02.2019
  • Lead a team of 10 associates, providing stretch goals to improve productivity.
  • Improved the acceptance rate by 3.5% points in the first 12 months.
  • Identified potential fraudulent situations resulting from member phone calls to ISU.
  • This lead to create an email notification process to the Nationwide Fraud Hot Line.
  • Improved call volume by working with Work Force Management to vary schedules resulting in a reduction in roll over calls to the Call Center.
  • As a result, the Call Center increased call allocation to ISU.

Bodily Injury Claims Manager

Gainesville
11.2011 - 09.2015
  • Lead a team of 11 associates, provided technical direction in handling of represented and non represented bodily injury claims.
  • Improved team quality from does not achieve to exceeds within one year.
  • Hired and trained 10 new associates onto the team in a 12 month period.
  • Turnover was positive turnover into positions of increased responsibility within the organization.
  • The team had the highest number of Fraud referrals in 2012, 2013, and 2014.

Claims Administrative Manager

Gainesville
09.2008 - 11.2011
  • Implemented key strategic initiatives in the Claims Redesign process from a one state 275 associate regional operation to a 7 state 600 associate claims zone.
  • Managed a $51M budget.
  • Monthly budget forecasting was consistently within 1% of actual expenses each month.
  • Lead up to 25 associates at various times in this role.
  • Implemented a Claims Agency Partnership Program to ensure a strong connection with our agents to improve service.
  • Identified a coding error that was corrected which resulted in a $6.3M reimbursement to the company from the Florida Hurricane Catastrophe Fund.
  • Built and lead a team of managers in creating an innovative and informative 2 day meeting for the zone leaders.
  • Maintained regional relationships and attended numerous regional leadership meetings to communicate claims results.
  • Coordinated resources for Market Conduct audits and Florida Hurricane Catastrophe Fund audits, created action plans for identified opportunities and responded to the State audit teams as appropriate.

Commercial Casualty Claims Manager

Gainesville
06.2001 - 09.2008
  • Lead a team of 5-7 direct reports.
  • Provided technical direction in the handling of large loss commercial liability exposures and litigation management.
  • Successfully improved the claims performance of a non-achieving team to a high achieves within 2 years leading to exceeds performance throughout time in role.
  • Improved the district structured settlement quotes to be the highest within the commercial operation.
  • Increased Same Day Contact numbers by partnering with other districts and implementing extended hours to meet corporate goals.
  • Developed and implemented a Trial Division Meeting with Claims Leadership to review aged pending files for strategy.

Case Analyst

Gainesville
08.1993 - 06.2001
  • Investigated, evaluated, and settled large loss personal lines auto, homeowner, and commercial liability claims.
  • Managed litigation which required in depth knowledge of legal, medical and insurance issues as well as organization and prioritizing of time, resources, and expenses.

Bodily Injury Liability Claims Representative

Gainesville
06.1991 - 08.1993

Claims Examiner

Gainesville
02.1990 - 06.1991

Education

Bachelor of Science in Psychology -

Florida Institute of Technology
Melbourne, FL

Skills

  • Agility
  • Change management
  • Team leadership
  • Data analysis
  • Strategic decision-making
  • Communication
  • Collaboration
  • Litigation oversight
  • Commercial lines experience
  • Personal lines experience
  • Results-oriented

Professional Designations

  • Chartered Property Casualty Underwriter
  • Associate in Claims

Professionalaccomplishments

  • Member of the Lean Advisory Council.
  • Member of the North Central Florida Chapter of CPCU.
  • Co-Chair of the 2016 & 2017 United Way Campaign for the Gainesville office.
  • Co-facilitated Emerging Leadership Program in 2010 and 2011. Eight of the fourteen associates from 2010 who participated have moved into roles of increased responsibility.
  • In 2010 co-facilitated Leadership Development Program which was for current leaders. Four of the eight associates have moved into leadership roles with increased responsibility.
  • Participated in the OCE Task Force Team 2000-2002 and 2007.
  • Developed and rolled out the Business Auto Profitability Seminar for agents.
  • Member of the Commercial Product Team from 2002-2006.
  • 2008 Emerging Leader Program participant.

Timeline

Non- Injury Manager

02.2019 - Current

Immediate Settlement Unit Manager

09.2015 - 02.2019

Bodily Injury Claims Manager

11.2011 - 09.2015

Claims Administrative Manager

09.2008 - 11.2011

Commercial Casualty Claims Manager

06.2001 - 09.2008

Case Analyst

08.1993 - 06.2001

Bodily Injury Liability Claims Representative

06.1991 - 08.1993

Claims Examiner

02.1990 - 06.1991

Bachelor of Science in Psychology -

Florida Institute of Technology

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Christine Ridgeway