Daniel Mendoza

I lead a team of 10-13 non-injury liability claims adjusters to be able to investigate and settle claims for 28 different states. I respond to customer concerns and escalations and make sure that Best Claims Practices are followed. I also help lead our Diverse Market team made up of 6 associates that assist our Spanish speaking customers.

• Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
• Determined proper course of action for claims processing.
• Ensured claims handling was consistent with client and corporate policies, procedures, best practices and regulations.
• Identified, developed and retained high performing associates through ongoing mentoring.
• Conducted performance management, salary planning and workforce planning
• Project owner of multiple problem solving committees across multiple business units.

Quickly engaged a virtual team and developed associates through effective coaching, mentoring, and meaningful interactions. Developed strong partnership with Quality, Workforce Management, Processing and Commercial Claims partners. I work closely with leadership and BU consultants to understand workflows, propose needed changes and to help provide the best options on delivery. Partnered with talent acquisition and coordinated hiring.

• Ranked as the top overall supervisor within first year.
• Achieved 90th percentile culture engagement survey score in 2020
• Went from having 3 associates ranked in op 25% in 2019 to having 7 associates in the top 25th percentile in 2020
• Represented our BU in piloting Corporate Associate Feedback Engine
• Utilized LEAN problem solving to effectively pilot, design, and implement workflows to reduce call lengths and improve member experience.
• Helped peers transition to a fully virtual environment.

Investigate, evaluate and settle claims across multiple jurisdictions. Handled a variety of policies including General Liability, Business Owners, Garage, Farm with a heavy emphasis on Business Auto. Utilize multiple vendors and developed strong relationships with other business units such as Nationwide Agribusiness, SIU, Commercial Property, and Recovery to efficiently resolve claims.

• Graduated from the Emerging Leaders Program in 2016
• Member of LEAN Advisory Committee and Change Advocacy for Claims Center version upgrade
• 100% returned phone calls with above 92% in quality for 2018 and 2019
• Featured in an article written by our technical director regarding contractual waivers of subrogation

Co-led the diverse market team which handled Total Loss claims across the entire United States. Handled both commercial and personal lines claims. Maintained working knowledge of state specific regulations and guidelines. Assisted with training and mentoring new associates and served on multiple CAT tours.

• Worked with Nationwide's Mobile Assessment Center in San Antonio Texas
• Served as board member of the Diversity and Inclusion Business Unit Council for the Des Moines Campus
• Served as Vice President of the Latino Connection Associate Resource Group.

Handled inbound calls in the claims call center. Served as the first point of contact for claims reporting roadside assistance and general claims questions. Strong customer service with a focus on strict adherence of required metrics.

• Accepted into the Leadership Development Program.
• Served on the engagement committee and as a mentor for new hires.
• One of two representatives that assisted in Spanish calls outside our main Spanish unit in Texas.
• Developed Spanish resource material for customer service representatives with the launch of Claim Center