Crystal Tijerina
Auburndale,FL
Summary
Dynamic Claims Team Manager with breadth of leadership experience, skilled in strategic planning and data analysis. Proven track record in performance management and cross-functional collaboration, driving process improvements and enhancing team productivity in high-stakes environments.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claim Team Manager - Injury (Multi-State)
State Farm Insurance Inc
Winter Haven, FL
05.2022 - Current
- Developed and implemented a training program and strategy to increase Insight technology adoption, resulting in a 40% increase in adoption across the A1 injury division.
- Led overtime focus across multiple sections to allow for quick allocation of resources to immediate needs in our segment.
- Conducted regular performance review and provided feedback to team members in a virtual environment to improve their skills and productivity.
- Led team in investigating, evaluating, and settling insurance claims, ensuring compliance with policy obligations and legal requirements.
- Analyzed claims data to identify patterns for process improvement to be used in strategizing in the multi-state focus area.
Claims Specialist - Special Investigations Unit
State Farm
Winter Haven, FL
08.2018 - 05.2022
- Examine claims investigated by insurance adjusters focused on suspicious loss indicator resolution and follow up on inconsistencies discovered during the investigation of the claim.
- Negotiate claim settlements and recommend litigation when settlement cannot be negotiated.
- Confer with legal counsel on claims requiring litigation.
- Analyze data to determine production goals and evaluate current production results for continuous improvement efforts.
Administrative Services Supervisor
State Farm
Alpharetta, GA
03.2016 - 08.2018
- Recommend and execute personnel actions, such as hirings, evaluations, and promotions
- Managed a team of 50 to 80 temporary employees between two agencies, set key performance indicators, managed the budget, and conducted quarterly business reviews.
- Supervised a team of multi-functional employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
- Led projects with business partners to continue the advancement of efficiency through implementation of AI technology.
Claim Team Manager - Property (Auto and Fire)
State Farm
Columbia, MO
03.2013 - 03.2016
- Experience leading in Auto Express as a Team Manager and Fire In-Office Claims.
- Responsible for first-line supervision of assigned Specialists and Associates, including hiring, training, coaching, performance management and salary administration.
- Review performance data to measure productivity and goal achievement, provide coaching where needed.
Education
Master of Arts - Business Administration Management
WARNER UNIVERSITY
Lake Wales, FL05.2014
Bachelor of Arts - Organizational Management
WARNER UNIVERSITY
Lake Wales, FL05.2008
Skills
- Budget Management
- Vendor Relations
- Coaching
- Litigation
- Performance Management
- Technical Functional Expertise
- Leads with Data
- Strategic Planning
- Cross-functional Collaboration
- Data Analysis
- Process Improvement
Certification
- CPCU
- CLU
- AIC-M
Accomplishments
- 2024 Appointed Planning Commissioner for City of Auburndale
Volunteer Deployment Experience
- 2012 In Office Auto Catastrophe Response (1 month)
- 2017 Field California Wild-Fire Catastrophe Response (1 month)
- 2020 Field Louisiana Hurricane Catastrophe Response (3 months)
Timeline
Claim Team Manager - Injury (Multi-State)
State Farm Insurance Inc
05.2022 - Current
Claims Specialist - Special Investigations Unit
State Farm
08.2018 - 05.2022
Administrative Services Supervisor
State Farm
03.2016 - 08.2018
Claim Team Manager - Property (Auto and Fire)
State Farm
03.2013 - 03.2016
Master of Arts - Business Administration Management
WARNER UNIVERSITY
Bachelor of Arts - Organizational Management
WARNER UNIVERSITY
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