Denise Elias
Highland Heights,OH
Summary
Recognized as a leader in claims and process management, employee onboarding and development, continuous performance improvement, quality optimization, service excellence, and culture shaping. Enthusiastic Process Lead with [Number] years of experience working with [Area of expertise]. Adept at critical problem solving and extensively knowledgeable about [Tool] repairs. Successful at monitoring workers for long hours and detailed data-entry.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Claims Process Leader – Automobile
Westfield
01.2016 - Current
- Accountable for strategic development, execution, management and maintenance of automobile processes, programs and performance
- Responsible for auto claims vendor management, relationships, selection and service level adherence
- Lead two Claim Program Managers
- Partner with Auto Claim leadership team in the development, prioritization and execution of auto claims strategy and business planning
- Liaison to corporate Analytics Resource Center/Business Intelligence/Data Governance team for Claims reporting and analytics
- Identify, prioritize and coordinate Guidewire ClaimCenter technology enhancements through Agile methodologies with IT Claims support and external partners to address strategic goals
- Design and validate business process flows, job aids, training curriculum and claims guidelines.
Claim Unit Leader
Westfield
01.2007 - 01.2015
- Accountable for technical quality, customer service levels, talent development, performance and change management of personal lines and commercial lines Auto and Casualty claims-handling professionals.
- Developed and implemented strategies to optimize claim file quality, managed indemnity and expenses, and overall customer service for personal and commercial lines.
- Utilized analytics to gather and analyze claims and customer service data
- Identified and communicated trends and opportunities to drive team towards continuous improvement
- Monitored customer service and resolved customer complaints
- Assisted the Quality Assurance team with claim quality and compliance audits for various teams
- Maintained relationships with agents and business partners, both internal and external
- Assisted with budget planning
- Created a unit level adjuster licensing plan
- Created processes for virtual claims handling and supervision for associates that work remotely.
Claims Manager - Westfield Center Service Office
Westfield
01.2001 - 01.2007
- Held accountability for the technical quality, customer service, and performance of cross-functional call center/claims representatives, providing the coaching, training, and mentorship to successfully lead the group through challenges
- Designed and implemented specialized claim training for Ohio, West Virginia and Tennessee
- Developed and delivered training to the Personal Lines business units for the initial roll out of credit scoring on Auto and Homeowners books of business
- Supported the budget planning process, collaborating with the Regional Manager to establish financial expectations.
WesCom Trainer
Westfield Insurance
01.2000 - 01.2001
- Developed and implemented internal and agency training for initial roll out of internet-based quoting, issuing and endorsement application.
- Created user and training manuals on technical requirements while testing and integrating improvements into courseware and class materials.
Marketing Manager
01.1999 - 01.2000
- Focused on top producing and high potential agents throughout five mid-west states to increase product growth and profitability
- A key resource for agency training, non-standard rating, underwriting, pricing as well as competitive knowledge
- Identified and pursued transfer book opportunities.
Field Claims Representative
01.1997 - 01.1999
- Maintained and managed an inventory of first and third-party personal lines and commercial lines auto property damage and bodily injury claims, including complex claims, litigation and subrogation
- Utilized structured settlements to resolve applicable injury claims
- Worked closely with Special Investigation Unit on non-meritorious claims
- Became Arbitration Forums certified and heard cases monthly.
Claims Representative
Progressive Insurance
01.1995 - 01.1997
- Maintained and managed an inventory of property damage and bodily injury claims
- Investigated, evaluated and negotiated liability and coverage on applicable losses
- Provided fair and equitable claims settlements while controlling loss adjustment expenses.
Underwriter
Progressive Insurance
01.1994 - 01.1995
- Processed new business, endorsements, renewals and cancellations working directly with customers
- Assisted with the implementation of process improvements and expense reduction
- Mentored and trained new team members, and provided feedback for improvement.
Education
Bachelor of Science - Business Administration - Administrative Management
Bowling Green State University
Bowling Green, OH05.1993
Skills
- Strategic Planning & Execution
- Talent Development & Management
- Service Excellence
Designations
- Lean Six Sigma Green Belt Certification
- Legal Principals Claims Specialist / Fraud Claim Law Associate
- P & C adjuster licensed in West Virginia
Certification
Certified SAFe 5 Product Owner/Product Manager
Timeline
Claims Process Leader – Automobile
Westfield
01.2016 - Current
Claim Unit Leader
Westfield
01.2007 - 01.2015
Claims Manager - Westfield Center Service Office
Westfield
01.2001 - 01.2007
WesCom Trainer
Westfield Insurance
01.2000 - 01.2001
Marketing Manager
01.1999 - 01.2000
Field Claims Representative
01.1997 - 01.1999
Claims Representative
Progressive Insurance
01.1995 - 01.1997
Underwriter
Progressive Insurance
01.1994 - 01.1995
Bachelor of Science - Business Administration - Administrative Management
Bowling Green State University