James D Thompson
Chagrin Falls,OH
Summary
Seasoned Claims Supervisor with comprehensive knowledge in managing insurance claims processes and leading teams. Highly skilled in investigating complex claims, interpreting policies, and resolving disputes efficiently. Notably improved claim resolution times and customer satisfaction rates by implementing streamlined procedures. Bring strong leadership abilities, critical thinking skills, and commitment to continuous improvement.
Overview
12
12
years of professional experience
Work History
OH/MD Claims Supervisor
Progressive Insurance Company
01.2013 - Current
- Supervised and oversaw the day-to-day workflow operations for a team of 4-7 claims adjusters to ensure employees’ product and standards were met and claims were processed timely
- Planned, organized, and prioritized duties and assignments along with training while simultaneously meeting management duties and expectations
- Maintained daily communication with staff, scheduled telephonic conferences to perform one-on-one performance and progress feedback
- Multi-State leader handling claims in Ohio and Maryland
- Developed a comprehensive training program for newly hired claims adjusters
- Implemented an accuracy initiative to help increase efficiency and ensure Progressive standards were met
- Lead for the Leadership Engagement Team who presented quarterly meetings to Sr Managers and their teams in multiple states and departments
- Peer mentor to newly hired supervisors or reps working on becoming a supervisor across multiple states
Claims Supervisor Glass
Progressive Insurance Company
10.2021 - 02.2023
- Managed a team of representatives with direct responsibility for approximately 10-20 people handling complex coverage investigations and denials
- Acts as technical resource for my team and ensure compliance with claims handling and regulatory requirements across all states including auto, motorhome and commercial policies
- Member of the CCO All ERG Coordinator group
- Lead Glass Supervisor for DEI Development
- DEI Mentor to newly hired supervisor within CCO
- Loaned out to TBH and led a group of glass reps testing out individual contributor ship for the TBH department during October 2021 to January 2022 and November 2022 to January 2023
Spvr Central Response
Progressive Insurance Company
Cleveland, USA
03.2020 - 10.2021
- Managed a team of representatives with direct responsibility for approximately 15 - 20 people between CLRU
- Accountable for employment decisions, performance management, compensation and reward planning, employee development
- Lead Supervisor across all three sites on Home FNOL Process Development, worked with our process team to integrate ASI systems, procedures, and handling
- Responds to and resolves elevated customer inquiries, complaint calls, and issues that elevate beyond the representative
- Stayed current with changing trends, processes, procedures and systems within the business
- Loaned out to TBH for the year of 2021, managed my team of CLRU reps and managed TBH teams while leaders were on PTO and during heavy hiring volume throughout the year
Central Claims Rep Senior and Coach
Progressive Insurance Company
Cleveland, USA
03.2018 - 03.2020
- Manage and Coach a mini team of new hire candidates in the CCU academy program
- Hands-on coaching to claims new hires in the practical application of principles, policies, and practices taught in the formal claims training class
- Organized and implemented a training program for newly hired coaches, building upon prior and current coach feedback to make the learning process more manageable for organization
- Processed a plan to structure a bridging for Productive YOU Mentors to the current academy classes utilizing outside sources and inside sources to the academy program
- Performed quality audits of new hire’s, assisted in business unit process improvements and provided feedback to supervisors and management on new hire performance and program updates
Desktop Investigator SIU
Progressive Insurance Company
Denver, USA
10.2016 - 03.2018
- Acts as a subject matter expert on potentially fraudulent lower risk claims within the Specialty Zone by gathering all pertinent information to objectively investigate and communicate investigative findings
- Assists Specialty Zone claims partners by coaching steps that can be taken to resolve issues if a SIU investigation is not warranted
- Established relationships with field claims partners who have continued to reach out on potentially suspicious claims to determine if a SIU referral is warranted or if additional steps can be taken to resolve specific coverage concerns
Estimator Associate / MRR
Progressive Insurance Company
Denver, USA
08.2015 - 10.2016
- Responsible for estimating the physical damage to vehicles involved in a loss
- Estimates typically included damage to the core support, air conditioning/cooling systems, body damage and minor unibody damage
- Acted as a mentor to new hires by educating them in the Service Center process and goals in preparation for CORE & PD training classes
- Became a qualified substitute for estimate review/authority when leadership was not available
- Volunteered to assist with evaluating total loss vehicles at IAA and network shops at times of heavy volume
- Shared responsibility for completing quality assurance inspections for vehicles that were repaired at Service Center shops to ensure that the meet the required repair quality
Claims Generalist & Claims Generalist Intermediate
Progressive Insurance Company
Denver, USA
11.2013 - 08.2015
- Conducted coverage and liability investigations while considering relevant state statues and policy language
- Was also responsible for identifying potential fraud and working with other parts of the claims department to ensure accurate outcomes
- Further, while acting as a Claims Generalist Intermediate, evaluated and settled unrepresented bodily injury claims in Colorado
- Volunteered to assist new hires while in on boarding to help prepare them for their roll
- Accepted constructive feedback and offed solutions when challenging a process or decision
Subrogation Collections Specialist I & II
Progressive Insurance Company
Mayfield Village, USA
01.2013 - 11.2013
- Prepared files for subrogation, arbitration and/or suit by interpreting and considering all available information, facts and variables for claims in all 50 states
- Negotiated payment plans with at-fault, uninsured parties and followed up on delinquent payments
- Collected on specialty high risk claims involving fatalities and multi vehicle accidents
- Assisted the Demand Processing and Litigation groups with backlogged diaries at times of high volume
- Achieved “Exceeds Collections” goal and cross-trained in many of the subrogation roles including Restitution, Demand Processing and Dialer in the first months after training
- Peer leader who coached new team members on business strategies, development plans and overall process flow
- Helped implement a new process to transfer high risk claims with the potential for a lawsuit to the attorney organization
Education
Bachelor of Science - Business Management
University of Phoenix
01.2012
Bachelor of Applied and Technical Studies - Insurance Studies
Kent State University
Skills
- Policy Interpretation
- Insurance policy knowledge
- Call center transactions
- Claims investigation and research
- Performance monitoring
- MS Office Suite
- Customer Expectations Management
- Team motivation
- Claims Auditing
- Investigation techniques
- Personnel Training
- Quality Assurance
- Liability management
- Team Management
- Planning and Organization
- Legal Compliance
- Claims analysis
Timeline
Claims Supervisor Glass
Progressive Insurance Company
10.2021 - 02.2023
Spvr Central Response
Progressive Insurance Company
03.2020 - 10.2021
Central Claims Rep Senior and Coach
Progressive Insurance Company
03.2018 - 03.2020
Desktop Investigator SIU
Progressive Insurance Company
10.2016 - 03.2018
Estimator Associate / MRR
Progressive Insurance Company
08.2015 - 10.2016
Claims Generalist & Claims Generalist Intermediate
Progressive Insurance Company
11.2013 - 08.2015
OH/MD Claims Supervisor
Progressive Insurance Company
01.2013 - Current
Subrogation Collections Specialist I & II
Progressive Insurance Company
01.2013 - 11.2013
Bachelor of Science - Business Management
University of Phoenix
Bachelor of Applied and Technical Studies - Insurance Studies
Kent State University