Emily Felczak
Gig Harbor
Summary
A seasoned Claim Team Manager at State Farm Insurance, I excel in claims management and fostering organizational growth. My leadership has propelled team performance to exceed objectives, notably achieving a 75.98% assignment rate for Select Service performance. Renowned for collaboration and a continuous learning mindset, my strategies have significantly enhanced customer satisfaction and digital pay enrollments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Claim Team Manager - Auto ILR
State Farm Insurance
09.2018 - Current
- Optimized team performance by establishing clear goals and regularly monitoring progress towards objectives. My team of claim associates are frequently recognized as leading segment results in many focus areas including streamlining our claims process by accurately setting up estimatic and rental assignments at first notice of loss. My team also regularly receives accolades directly from customers through Medallia surveys as well as phone calls and emails.
- Developed and directed a project aimed at improving Select Service (SS) performance in our department with a year-end goal of 75% assignments sent at first notice of loss. Strategically selected a team of high performing associates and led monthly meetings to develop strategies that led to elevating our section results, ending the year at 75.98%.
- Directed efforts to increase digital pay enrollment through targeted strategic planning. Developed a detailed spreadsheet sent weekly to leadership for quick access to results and trending. Frequently shared leading practices and recommended huddle topics based on results. Digital pay enrollments increased and led to opportunities for positive recognition for top performing associates.
Claim Team Manager - Express
State Farm Insurance
12.2013 - 09.2018
- Led the establishment of the Express department in Tacoma in 2013 and managed its transition to the DuPont, WA operation center in 2017.
- Monitored claim associate performance and prescribed training and counseling to elevate team and segment results.
- Led a team of claim team lead specialists. Provided guidance and support with a focus on Remarkable customer service and high quality claim handling. Collaborated with managers in all claims locations to ensure consistent quality coaching was provided throughout the segment.
Education
Bachelor of Arts - Public Relations
Western Michigan University
Kalamazoo, MISkills
- Claims management expertise
- Organizational growth
- Collaboration and teamwork
- Continuous learning mindset
- Relationship building
- Goal setting and achievement
- Coaching and mentoring
- Staff training and development
Certification
Associate In Claims (AIC) - 12/01/2008
Chartered Property Casualty Underwriter (CPCU) - 6/01/2012
Chartered Life Underwriter (CLU) - 9/01/2015
Timeline
Claim Team Manager - Auto ILR
State Farm Insurance
09.2018 - Current
Claim Team Manager - Express
State Farm Insurance
12.2013 - 09.2018
Bachelor of Arts - Public Relations
Western Michigan University
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