Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dennis Lewis

Portland

Summary

Strategic and accomplished operations executive with over 15 years of experience in insurance, claims, and Trust & Safety across leading technology and mobility platforms. Proven track record of designing scalable claims and risk programs, optimizing staffing models, and driving cost-efficient innovations. Adept at cross-functional collaboration, regulatory compliance, and building high-performing teams in fast-paced environments. Demonstrated success in implementing automation to enhance service delivery, and developing data-driven policies that align operational strategies with overarching business goals. Certified in Lean Six Sigma and proficient in SQL, Tableau, and modern analytics platforms.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Director of Insurance & Claims

Getaround
01.2021 - Current
  • Lead strategic collaborations with executives and insurance partners to design and implement platform insurance programs, optimizing business outcomes through seamless change management, and aligned strategy. Build claims processes, driving efficiency and cost savings while managing critical projects. Build manage and train staff to effectively process collision and comprehensive claim incidents. Act as the end point for escalations, arbitration, and litigation support. Lead projects to improve fleet management and maintenance activities. Set underwriting guidelines and collaborate to construct trust and safety policies.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Increased subrogation recoveries by 63% improving claims costs by >$1M
  • Launched Period X insurance product brining in gross revenue and increasing supply acquisition. Net benefit $500k
  • Reduced claims cycle time post HyreCar acquisition from 45 to 9 days on average.
  • Reduced cost per exposure 12% saving over $1M
  • Reduce operational headcount and cost by 45% using updated workforce planning model and claims process
  • Implement updated physical damage estimation guidelines to reduce cycle time and reduce cost per claim.

Regional Operations Manager Trust

Airbnb
01.2019 - 01.2021
  • Managed operational teams across payment fraud (KYC, anti-money laundering, identify, and account security), offline risk, identity verification, and content moderation risk vectors, ensuring alignment with organizational goals. Collaborate cross-functionally across people, product, and policy. Coordinate executive escalation response.
  • Enhanced customer satisfaction through effective communication and problem-solving strategies.
  • Scoped and implemented social media listening tools increasing risk detection by 5% and reducing property damage costs ~$3.6M
  • Improved background queue service level by 10% thereby increasing revenue
  • Spearheaded operational procedures and processes to improve efficiency and optimize operations.
  • Hire, train, deploy and manage off-shore team through structured key performance indicators and performance milestones.

Regional Operations Manager Claims

Airbnb
01.2018 - 01.2019
  • Oversaw North American claims operation consisting of > 200 BPO staff, 2 managers and 27 internal personnel
  • Enhanced customer satisfaction through effective communication and problem-solving strategies.
  • Drove claims automation project reducing claims volume by 12%, reducing operational costs, and improving NPS by 15-20%
  • Raised property accuracy and accountability through updated quality framework
  • Drive launch of new insurance providers and third party administrators through consistent processes and service instructions
  • Led weekly meetings with regional staff to review progress, address challenges and drive timely task completion.
  • Spearheaded operational procedures and processes to improve efficiency and optimize operations.
  • Managed a team of diverse employees, fostering a positive work environment that encouraged collaboration and professional growth.
  • Devised and executed training plans for new and existing staff to support competency and compliance.

Program Manager, Claims

Airbnb
01.2017 - 01.2018
  • Managed multiple strategic projects with numerous sub-projects or workstreams.
  • Identified program obstacles and communicated possible impacts to team.
  • Met with project stakeholders on regular basis to assess progress and make adjustments.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Delivered high-quality results by setting performance metrics and monitoring progress against targets.
  • Championed best practices in project management, fostering a culture of continuous improvement.

Trust and Safety Lead

Airbnb
01.2014 - 01.2017
  • Manage 13 personnel to effectively resolve online and offline safety and property incidents (content moderation, account security, identity, payment fraud, personal safety, property damage). Provide upward reporting in coordination with legal, policy, and product to resolve and mitigate sensitive incidents in the realms of content moderation, account take overs, phishing, identity fraud, compliance, and payment fraud. Effectively safeguard accounts and processes to ensure compliance and platform safety.

Bodily Injury Claims Representative

Travelers Insurance
01.2012 - 01.2014
  • Effectively resolve complex auto and homeowners liability claims. Deliver optimal claims outcomes through strong investigation, file quality, and customer service.
  • Effectively evaluate, negotiate, and resolve attorney represented & litigated bodily injury claims.
  • Assigned as third party administrator for Conway trucking
  • Achieved successful claim resolutions by thoroughly investigating and evaluating bodily injury claims.
  • Managed a high volume of cases efficiently, prioritizing tasks based on urgency and complexity.
  • Utilized strong analytical skills to identify potential subrogation opportunities, reducing company payout expenses.
  • Reduced company exposure to potential lawsuits by identifying potential fraud and adhering to legal guidelines during claim handling.
  • Delivered exceptional customer service through consistent communication regarding updates on the status of their claims.

Bodily Injury Claims Representative

Progressive Insurance
01.2007 - 01.2012
  • Investigate and resolve moderate to complex claims to include bodily injury resolution, total loss handling, estimation, and investigation.
  • Improved negotiation outcomes for settlements with meticulous documentation and clear communication.
  • Developed strong relationships with claimants, ensuring empathetic communication while maintaining professionalism.
  • Ensured compliance with state regulations during every stage of the claims process, minimizing risk for both the company and policyholders.
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Managed a high volume of cases efficiently, prioritizing tasks based on urgency and complexity.

Education

Bachelor of Science - Graphic Design

Portland State University
Portland, OR
01.2005

Skills

  • Lean Six Sigma Certification
  • Project management
  • Jira, Confluence, Smartsheet, Figma
  • SQL and data analysis
  • Looker, Tableau, Hex, DataBeaver, MySQL
  • Google Suite expertise
  • Strategic planning
  • Governance & Compliance
  • Operations management
  • Project coordination
  • Employee development
  • Budget management
  • Contract management
  • Conflict resolution
  • Risk management
  • Process improvement
  • Business strategy
  • Performance improvement
  • Auto & Homeowners liability claims
  • Auto - physical damage estimating & total loss
  • Claims administration

Certification

  • Lean Six Sigma Green Belt


Timeline

Director of Insurance & Claims

Getaround
01.2021 - Current

Regional Operations Manager Trust

Airbnb
01.2019 - 01.2021

Regional Operations Manager Claims

Airbnb
01.2018 - 01.2019

Program Manager, Claims

Airbnb
01.2017 - 01.2018

Trust and Safety Lead

Airbnb
01.2014 - 01.2017

Bodily Injury Claims Representative

Travelers Insurance
01.2012 - 01.2014

Bodily Injury Claims Representative

Progressive Insurance
01.2007 - 01.2012

Bachelor of Science - Graphic Design

Portland State University

Similar Profiles

CREATE PROFILE