Jamie Felgenhauer

Responsible for driving organizational results with Nationwide Jurisdictions for Business and Personal Auto, Core General Liability, Public Sector, and Third Party Administrative Services by leading diverse teams of up to 9 Unit Managers with a total organization of 65+ employees. Utilizing data analytics, ensure appropriate staffing needs are met and actively recruit top tier talent and optimize staff performance by designing comprehensive training programs tailored to individual needs at both individual contributor and leadership levels.

• Acted as Interim Assistant Vice President while maintaining office results above Countrywide average.
• Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
• Formed strategic partnerships and connected with business partners to drive business development.
• Evaluated employee performance objectively using established metrics, and implemented strategic plans to address development and performance for individual contributors and leaders.
• Improved Customer Satisfaction scores by 30%.
• Established culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.

Accountable for the Quality and Customer Service results of up to 10 Claim Professionals within various departments of claims to include Personal, Commercial and First Party Medical Auto and General Liability. Analyzed data analytics to evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.

• Mentored and developed future leaders as Co-Sponsor of Claim Leadership Introduction Program.
• Created and presented Business Improvement Idea around Emotional Intelligence with led to successful implementation.
• Handled problematic customers and coached lower-level employees on how to maintain excellent customer service.
• Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Evaluated employee performance objectively using established metrics, and implemented strategic plans to address development and performance for individual contributors and leaders.

Accountable for the Quality and Customer Service results of up to 8 Claim Professionals for Personal and Business Auto claims. Analyzed data analytics to evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.

• Handled problematic customers and coached lower-level employees on how to maintain excellent customer service.
• Cultivated positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
• Evaluated employee performance objectively using established metrics, and implemented strategic plans to address development and performance for individual contributors and leaders.

Owned and executed the Auto Claim Trainee program to ensure accuracy of the course materials and student feedback presented. Coached peers on their facilitation, presentation and professionalism. Maintained, updated and created new course materials to meet changing business needs from our field partners.

• Facilitated blended learning courses of up to 60 students to include virtual, in-person, and blended learning, often running multiple sessions simultaneously.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Prepared and presented supplementary learning material to support structured lessons.
• Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
• Tracked attendance and evaluated progress for assigned trainees.
• Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
• Liaison between Field and Home Office Training Organizations to design and implement content for new claims process around Shared Responsibility.
• Developed process for scheduling and onboarding Field Training partners to become proficient in local, Home Office Training organization.

Investigated and resolved Auto claims which included complex coverage and liability, MTBI, fractures, skin/scar, and soft tissue injuries for first and third-party attorney represented, and non-attorney represented injury claims.

• Negotiated fair settlements with claimants, resulting in reduced litigation costs for company.
• Enhanced customer satisfaction by delivering honest advice to policyholders in regards to repair work and body shop processes.
• Identified potential fraud indicators through thorough investigations, protecting company assets from fraudulent claims activity.
• Inspected, estimated, and resolved property damage claims.