Dalila Ford
Tomball,TX
Summary
As a self-motivated experienced Claims Manager, I owe my continued success to my ability of consistently applying leadership principles to develop and empower my teams. My vision is to be an efficient, customer-focused, and solution-based leader that leverages all resources and assets, understanding that as a leader my team is my biggest resource of all.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Liability Claims Manager
Acceptance Insurance
02.2023 - Current
- Manage team of Claim Specialists, including hiring, training, coaching, development, performance management, and salary administration
- Improve claims processing efficiency by implementing streamlined workflow procedures.
- Provide direction and serve as a resource for knowledge of policies, procedures, and insurance regulations when determining coverage and liability
- Review and control my assigned unit's claim activities including investigations, analyses, evaluations, and claim payments
- Recognize customer service best practices and provide coaching to team members to ensure timely and effective communication and resolution
Claims Advocate
North American Risk Services
10.2022 - 01.2023
- Supported General Liability and Commercial Auto Claims teams by resolving coverage and liability to move files towards resolution
- Negotiated injury claims, reviewed next steps with litigation department, updated reserves, and reviewed subrogation demands
- Assisted with file audits, process improvement and special projects as needed
Casualty Claims Manager
GEICO
10.2016 - 08.2022
- Managed multiple newly-hired adjusters as an Orientation Supervisor, coordinating with training department to reinforce best practices
- Monitored the performance of adjusters to ensure accuracy, timeliness and compliance with departmental standards
- Developed orientation processes & certifications; developed new career development path into Claims Leadership
- Performed compliance & quality assurance audits, responded to customer escalations & DOI complaints
- Performed daily authority sessions and weekly one on one coaching sessions.
Education
MBA - Business Administration
Keller Graduate School of Management
Houston, TX02.2015
Professional Certificate - Paralegal
University of Houston
Houston, TX08.2012
Bachelor of Science - Journalism
Sam Houston State University
Huntsville, TX12.2006
Skills
- Performance Management
- Negotiation
- Team Leadership
- Time Management
- Complex Problem-Solving
- Process Improvement
- Staff Training and Development
- Data Analysis
- Change Management
- Quality Assurance
Certification
- Lean Six Sigma - Yellow Belt, 2018
- Active Adjuster Licenses - TX resident; WY, OK, NM, SC, NC, FL non-resident
Service
- Junior Achievement
- Rebuild Together Houston
- End Hunger Food Pantry
- Flags for our Fallen Soldiers
Timeline
Liability Claims Manager
Acceptance Insurance
02.2023 - Current
Claims Advocate
North American Risk Services
10.2022 - 01.2023
Casualty Claims Manager
GEICO
10.2016 - 08.2022
MBA - Business Administration
Keller Graduate School of Management
Professional Certificate - Paralegal
University of Houston
Bachelor of Science - Journalism
Sam Houston State University