Denise Francis
Frisco
Summary
Experienced with managing intricate claims processes and resolving disputes efficiently. Utilizes advanced analytical skills and in-depth industry knowledge to ensure accurate case assessments. Track record of leveraging negotiation skills to achieve favorable outcomes.
Overview
26
26
years of professional experience
Work History
Senior Claims Specialist II
Liberty Mutual – Commercial National Claims
01.2021 - Current
- Manage a litigation-focused caseload involving complex bodily injury, auto, and general liability claims.
- Partner with defense counsel on case strategy, discovery, mediation planning, and settlement evaluation.
- Participate in attorney discussions, roundtables, and liability evaluations to drive early resolution opportunities.
- Assess claim exposure, review medical records, and evaluate causation, permanency, and future damages.
- Attend mediations, settlement conferences, and negotiations to resolve claims efficiently and reduce litigation costs.
- Maintain proactive communication with insureds, brokers, and legal partners to ensure transparency and alignment.
- Prepare strategic plans, litigation budgets, and reserves while ensuring compliance with company and state regulatory standards.
Sr. Claims Representative
Liberty Mutual – Commercial National Claims
06.2012 - 01.2021
- Investigated and resolved commercial auto and general liability bodily injury claims, including property damage, no-fault, and medical-only matters.
- Verified medical documentation assessed injury severity, and determined appropriate settlement values.
- Negotiated directly with claimants, attorneys, and medical providers, using Early Resolution Offers (ERO) to avoid litigation when possible.
- Communicated coverage decisions and liability assessments clearly and professionally to customers, claimants, and business partners.
- Managed caseloads with strong organization and consistent adherence to service and regulatory standards.
Educational Account Manager (Contract)
Connexion360 Corporation
10.2010 - 06.2012
- Oversaw onboarding, training, and customer support for educational events and broadcast participation.
- Built strong client relationships and delivered high-quality service throughout the project lifecycle.
- Produced trend reports, performance summaries, and data-driven insights to support organizational goals.
Associate Claims Adjuster
United Services Automobile Association (USAA)
08.2007 - 10.2009
- Handled auto claims from initial investigation through settlement, ensuring regulatory compliance.
- Guided policyholders through the claims process while maintaining accuracy and customer satisfaction.
- Mentored new team members on systems, workflows, and best practices.
Senior Financial Processor / Senior Customer Relations Specialist
Blue Cross Blue Shield
06.2000 - 07.2007
- Processed financial transactions and claim-related adjustments with 100% accuracy metrics.
- Supported provider services through responsive customer service and efficient claims processing.
- Identified system issues and provided solutions to streamline workflows.
Education
Bachelor of Arts - Business Management, Human Resources Management
Curry College
Milton, MABachelor of Science - Hotel, Restaurant & Tourism Management
Plattsburgh State University
Plattsburgh, NYSkills
- Litigation & Pre-Litigation Management
- Complex Bodily Injury Claims
- Liability Analysis & Exposure Evaluation
- Negotiation & Settlement Strategy
- Attorney & Vendor Collaboration
- Medical Review & Causation Assessment
- Customer Communication & Advocacy
- Risk Mitigation & File Strategy
- Claims documentation management
Timeline
Senior Claims Specialist II
Liberty Mutual – Commercial National Claims
01.2021 - Current
Sr. Claims Representative
Liberty Mutual – Commercial National Claims
06.2012 - 01.2021
Educational Account Manager (Contract)
Connexion360 Corporation
10.2010 - 06.2012
Associate Claims Adjuster
United Services Automobile Association (USAA)
08.2007 - 10.2009
Senior Financial Processor / Senior Customer Relations Specialist
Blue Cross Blue Shield
06.2000 - 07.2007
Bachelor of Science - Hotel, Restaurant & Tourism Management
Plattsburgh State University
Bachelor of Arts - Business Management, Human Resources Management
Curry College