Karen Cunningham
Summary
Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
18
18
years of professional experience
Work History
Manager Business Systems
Progressive
03.2021 - Current
- Responsible for business representation across External Data from 8 suppliers, Product Owner representation across 9 scrum teams, business support across 81 applications including but not limited to: Violation, Prefill, Credit, Vehicle History, and Unaffiliated Carrier data in various phases of transition to cloud connectivity
- Strategic staffing augmentation from a team of 4 Business Systems Consultants to 3 teams including oversite of 3 associate managers, strategic planning, employment decisions, performance management, and compensation planning to drive team success and organizational growth
- Collaboration for establishment and implementation of strategic process improvements including Requirements, Agile/Scrum Methodology, Quarterly Planning, SDSM and ExD Intake, Risk Management, Production Support, SDSM Strategic Pillars, ExD Objectives and Key Results, and Product Model Engagement across 4 Business Areas (Auto, Special Lines, Commercial Lines, Property) to enhance operational efficiency and align with organizational objectives
Business Systems Consultant II, III, & IV
Progressive
10.2016 - 03.2021
- Drove creation of the Exela Business Continuity Playbook resulting in operationalizing a Centralized Progressive Mailroom for Claims
- Managed the Digital Services Migration Project to ingest Exela sFTP feeds and fax lines via PGR systems, development of Claims Control reporting, implementation of new exception handling workflow via the Specialty Zone
- Leadership of the Capture Services and Medical Bill Entry Project for vendor integration with Mitchell, including creation of the Operations Manual, delivery of the systems and technology, facilitation of change management activities with PMO and Process organizations, development of vendor reporting, and creation of the Business Continuity Plan
- Recommended and selected for the CSD Leadership Development Program including participation in Business Leader DRG meetings, one on one development via Business Leader, additional leadership training and project work
- Strong coordination with Mobile, CC360, and Next Gen Programs across multiple projects: Content Sharing, Content Submission, Photo Estimate Expansion to CL/SL, Amazon Web Services Enhancements, Claims Photo Viewer, Content Metadata, Tagging, Snowbound Viewer, and Versioning
- Additional CSD experience: Production Support, Everbridge, CSDelivery, Interactive Polling Software
Fire & Theft Rep
Progressive
01.2015 - 10.2016
- Investigation and resolution of auto, motorcycle, and commercial claims
- Member of the Work Environment Team
- Management of the Fire &Theft SharePoint site
Desktop Investigator SIU
Progressive
03.2013 - 01.2015
- Documentation and investigation of suspect claims and NICB fraud referrals
- Subject Matter Expert for SIU Resource Center, DTI job aids, and best practices
- Responsible for mentoring and onboarding new investigators in Austin, TX
- First participant of the Accelerated Development Program from Desktop SIU and business challenge presenter in Austin, TX
Central Claims Rep Sr & Claims Support Specialist
Progressive
03.2011 - 03.2013
- Coordinated the workflow for the Redistribution Inventory Team
- Performed trend reporting and aged inventory recovery, improving compliance
- Served as workflow assignor for Inbound Subrogation
- Performed lower complexity claim resolution and aged inventory claim resolution
Direct Customer Sales and Services Rep
Progressive
02.2007 - 03.2011
- Awarded MVP 2009-2010, elite performer, and top performer: recognizing performance, achievement, and site endorsement for the top 3% of employees
- Conducted outbound call training for NPS survey responses, on-line service survey responses, and fulfillment call out campaigns
- Selected for recovery and marketing calls due to technical proficiency and delivery of advanced conflict resolution skills
- Improved sales conversion rate by 25%
- Subject matter expert for on-line services and Policy Pro
Education
Bachelor of Arts -
Allegheny College
Meadville, PA05-2003
Skills
- People leadership, coaching and developing, aligning performance, encouraging trust and promoting a positive working environment
- Strategic planning, process implementation, facilitating change, program management, and operational decision making
- Collaboration, seeking to diversity of thought, including experiences of others, gaining agreement to enable next steps
- Learning agility, complex problem solving, high impact communication, excellent documentation skills and high quality deliverables
Timeline
Manager Business Systems
Progressive
03.2021 - Current
Business Systems Consultant II, III, & IV
Progressive
10.2016 - 03.2021
Fire & Theft Rep
Progressive
01.2015 - 10.2016
Desktop Investigator SIU
Progressive
03.2013 - 01.2015
Central Claims Rep Sr & Claims Support Specialist
Progressive
03.2011 - 03.2013
Direct Customer Sales and Services Rep
Progressive
02.2007 - 03.2011
Bachelor of Arts -
Allegheny College
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