James Palmer
Savage,MN
Summary
Strategic Director of Product with experience leading product-market strategy and supporting implementation of innovative products for unique niches. Creative strategic planner with product value and impact assessment prowess. End-to-end product leader successfully bringing products from inception to rollout with efficiency and speed.
Dedicated Claims Professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Director of Product
Innovation Group
07.2021 - 04.2023
- Conducted targeted claims market research to identify products/services Insurance Industry is needing.
- Developed and launched two successful products to market including Photo Estimating and Heavy Duty Truck Repair Network.
- Worked closely across all segments of business including Operations, IT, Finance, HR, Network to create successful business plans and lead implementation.
- Conceptualized long-range product roadmaps and strategically designed according to market data and research.
- Drew from market data to assess product health and drive success.
- Analyzed and reported on KPIs to validate and demonstrate success of product campaigns.
Property Operations Manager
Innovation Group
07.2018 - 06.2021
- Managed group of 10+ employees responsible for intake, triage, inspection, and repair of claims related damages to personal and commercial properties
- Successfully improved company ranking position with National Property Insurance Carrier client to 1st place within one year of managing property claims division
- Mentored employees and assisted them with training and development to increase their personal success
- Directed handling of all facets of claims process
- Responsible for driving company efficiencies on cost of repair and overall cycle times of projects
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
Quality Assurance Manager
Innovation Group
03.2014 - 06.2018
- Tracked quality results with external customers, suppliers, and internal company operations.
- Improved Quality & Accuracy of estimates created across business by 15%
- Determined quality department standards, practices, and procedures.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Inspected work product and worker progress throughout claims process.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Evaluated interactions between associates and customers to assess personnel performance.
- Monitored staff organization and suggested improvements to daily functionality.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Implemented new quality assurance and customer service standards.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
Senior Inside Auto Claims Adjuster
Mendota Insurance
01.2012 - 03.2014
- Carried and managed consistently heavy project workload (200+ inventory of claims) through exemplary organizational, time management and collaboration talents.
- Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
- Assessed complex claims and accurately determined value of damages.
- Successfully negotiated settlements with claimants and insurers.
- Evaluated and investigated auto claims and decided whether insurer should pay claim.
- Kept current on insurance regulations, laws, policies and procedures.
- Documented all findings in concise reports.
- Negotiated with claimants to settle claims.
- Issued payouts to claimants.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Completed paperwork, recognizing discrepancies and promptly addressing for resolution.
Multi Line Claims Representative
Progressive Insurance
11.2005 - 02.2011
- Learned all facets of insurance claim policies, coverages and claims handling by participating in self driven, stringent training regimen over course of 5 years
- Intake of initial First Notice of Loss calls directly from insureds and claimants
- Conducted comprehensive recorded interviews of witnesses and claimants to gather facts of loss and critical information.
- Determined Coverage and Liability decisions based on statements, police reports, scene inspections
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Scheduled and completed in person damage inspections and Repair Estimates on all lines of business including Auto, Property, Boat, Motorcycle, ATV, RV, Mobile homes, Heavy Duty Trucks
- Negotiated agreed cost of repairs with body shops, contractors
- Managed repairs and kept customer updated throughout repair process
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Trained other claims staff members on proper handling and evaluation of injury claims.
Education
Bachelor of Science - Double Major - Marketing & Business Management
Northwest Missouri State University
Maryville, MO05.2004
Skills
- Business Case Development
- Data Analytics
- Product Marketing
- Workflow Management
- Personnel Development
- Market Research
- Claims Analysis
- Quality Assurance
- Claims Auditing
- Insurance Negotiation
- Claims Adjustments Review
- Business Growth
- Organization and Planning
Certification
- Licensed Property & Casualty Adjuster since 2011
- MN License # 40266797
Timeline
Director of Product
Innovation Group
07.2021 - 04.2023
Property Operations Manager
Innovation Group
07.2018 - 06.2021
Quality Assurance Manager
Innovation Group
03.2014 - 06.2018
Senior Inside Auto Claims Adjuster
Mendota Insurance
01.2012 - 03.2014
Multi Line Claims Representative
Progressive Insurance
11.2005 - 02.2011
Bachelor of Science - Double Major - Marketing & Business Management
Northwest Missouri State University
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