Karla Mays
Plano
Summary
Results-driven professional with a proven track record in handling complex claims, specializing in water, roof, and fire damage. Possesses strong knowledge of front-end and back-end development, coding, SEO, SEM, and reputation management on social media platforms. Skilled in team building, corporate training, and staff development. Detail-oriented examiner with 20 years of experience, demonstrating expertise in conflict resolution and negotiation. Exceptional reporting and research skills combined with a thorough understanding of the claims process and SEO/SEM.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Claims Team Manager-Property Resolution Team
LIBERTY MUTUAL INSURANCE
08.2023 - Current
- Leads a team of highly skilled, Senior adjusters while ensuring that we pay what we owe on high complexity storm damage and water loss estimates
- Guide the development and knowledge base of my team by conducting frequent refresher trainings
- Monitors the work of team members to ensure reserves are adequately set and customer expectations are met
- Analyzes any problematic trends and takes steps to avoid recurrence, appropriately escalating issues if needed
- Resolves customer complaints, problems and coverage questions which cannot be handled by team members
- Collaborates effectively with internal and external stakeholders, such as agents, policy holders, legal and senior leadership to ensure that we’re in compliance with regulatory and company standards
- Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims organization
Claims Team Manager-Inside Catastrophe
LIBERTY MUTUAL INSURANCE
08.2022 - 08.2023
- Winter Storm Manager for D276
- Led and developed a team of specialists ensuring the quality, accuracy, and timely resolution of claims including high exposure/complex storm damage
- Possesses a strong knowledge of legal liability and general insurance policy coverage
- Continuously develops Individual Contributors by creating opportunities for them to grow and develop new skills
- Deliver continuous coaching and refresher training
- Drive performance by rewarding and recognizing employees to reinforce behavior that ensure service excellence
- Proactively assists in selecting top talent, delivering continuous coaching, and rewarding and recognizing employees to reinforce behavior that ensure service excellence
- Monitors the work product of individual contributors to ensure reserves are adequately set and customer expectations are met
- Analyze problematic trends and takes steps to avoid recurrence, proactively address escalating issues if needed
- Resolves customer complaints, problems and coverage questions which cannot be handled by team members
- Collaborates effectively with internal and external stakeholders, such as agents, policy holders, legal and senior leadership to ensure that we’re in compliance with regulatory and company standards
- Promotes and advocates business unit goals and objectives, ensuring alignment with broader claims organization
Sr. Claims Examiner-Inside Catastrophe- Spec III-Complex Team
LIBERTY MUTUAL INSURANCE
02.2018 - 08.2022
- MCRV (Mobile Claims Response Vehicle) Driver
- Successful completion of the Large Loss Mentorship Program
- Member of the Complex Designation Group with a proven track record of handling large loss claims
- Member of Claims Ambassadors
- Presents Cat Clinics for Condo Water losses with an emphasis on Safeco Policies
- Cultivates an environment in which a sense of positive energy and personal commitment is valued
- Serves as a beacon to claims specialists in our organization to assist with various claims needs and desktop management while fostering an environment of loving what you do and who we do it with
- Support the operation by providing targeted & localized training on an individual or team level basis to various teams
- Actively partners with various team managers to develop and present refresher trainings to support the operation
- Maintain focus on personal development opportunities and strategies
- Water Mitigation, Asbestos and Mold SME
- Complex & large loss claim resolution
- Negotiate with Attorneys, Third Party Administrators and Public Adjusters
- Supports the needs of customers, internal partners, vendors and Peers
- Specializes in Complex water claims, California Smoke & Ash Claims and Pre-Lit Claims
- Leads suit committees, roundtables, arbitrations, and mediations with examining and house counsel
- Partners with Field adjusters and/or Independent Adjusters to investigate and determine the appropriate coverage, while maintaining excellent customer service
Sr. Water Mitigation Claims Restoration Specialist- Complex Water Damage
LIBERTY MUTUAL INSURANCE COMPANY
- Analyze structural damage from Inside CAT/Field Cat, HOPD, Fast Path & Business Lines & determines restoration scope
- Determine if contractors have demolished and dried structural components within IICRC Guidelines and industry standards
- Ensures accurate reserves and adjusts as warranted
- Recommends reserve increases on cases in excess of authority
- Work directly with policyholders on resolution issues as it relates to mitigation
- Negotiate with Non-Program & program contractors regarding settlement of their invoice
- Review fire claims, asbestos pre-lims & estimates for accuracy, review mold remediation estimates for accuracy
- Work closely with assigned adjuster for coverage determination and insureds needs
- Write mold remediation comparative estimates & Mitigation estimates and settle claims based on my estimate
- Utilize a high level of experience in mitigation & restoration techniques in a high-volume claims environment
- Review policy for coverage/limits, roundtable with examining, Special Investigation Unit, counsel on complex files
- Completed restoration projects within budget and on schedule through meticulous planning and organization.
Electronic Sales Strategist
Idearc Media Formerly Verizon Information Services
03.2006 - 03.2009
- Responsible for Superpages.com growth target in the Ontario and San Bernardino Divisions
- Achieved 25% penetration of our print advertisers with superpages.com SEO product with reach on Google, Yahoo & Bing
- Achieved 60% growth of sales reps individually hitting the 25% penetration level across the board by integrating PPC SEO product into every new sale or every renewal
Premise Sales Representative -Remote
Idearc Media Formerly Verizon Information Svcs.
06.2003 - 03.2006
- Consulted with business clients, develop and customize advertising solutions, including print ads, electronic advertising, print mailers, and direct advertising based on clients’ revenue potential and type of client demographic & reach
- Research client’s revenue potential to determine their needs and develop creative media advertising solutions
- Developed customized digital & print artwork, logos, created SEO keyword bundles and ad campaigns, and presented them to the client to obtain approval and assist in design and copy layout and online advertising programs
- Travel to various regions, customizing presentation to meet target demographics
- Ensure that ad campaigns were completed by publishing deadline.
- Analyze performance data and reach
- Defined marketing scope, develop, capture and analyze reporting metrics
- Evaluate site content and meta data for SEO & SEM value
- Gathered industry research and competitive landscape information, geo target.
- Interpret reporting results, website reach & impact and request real time changes for key stakeholders to fine tune their Google Search Engine Conversion Ratio and engagement
- Monitor search engine rankings & traffic reach metric
- Provide performance optimization recommendations, to business clients
- Reputation & web presence management on Google, Yahoo, & Bing
- Google AdWords Certified
Education
Bachelor of Arts - Project Management- Agile Framework Certification
Amberton University
Garland, TX06-2026
Skills
- Aerial Satellite Expert
- Liberty Mutual
- Safeco
- Structural Damage
- Repair Techniques
- Claims Processing
- Policy Interpretation
- Agile Framework
- Full Stack Engineer Certified
- Analytics
- SEO
- Drone
- Hail
- Tornado
- Hurricane
- Wild Fire
- Pipe Freeze
- Wind
- Roof Damage
Certification
- Certified Full Stack Engineer (FSE) Pluralsight Nov 2022
- WRT, IICRC 2018, Water Damage & Restoration Certified
- Google AdWords, Google 2009
Timeline
Claims Team Manager-Property Resolution Team
LIBERTY MUTUAL INSURANCE
08.2023 - Current
Claims Team Manager-Inside Catastrophe
LIBERTY MUTUAL INSURANCE
08.2022 - 08.2023
Sr. Claims Examiner-Inside Catastrophe- Spec III-Complex Team
LIBERTY MUTUAL INSURANCE
02.2018 - 08.2022
Electronic Sales Strategist
Idearc Media Formerly Verizon Information Services
03.2006 - 03.2009
Premise Sales Representative -Remote
Idearc Media Formerly Verizon Information Svcs.
06.2003 - 03.2006
- Certified Full Stack Engineer (FSE) Pluralsight Nov 2022
- WRT, IICRC 2018, Water Damage & Restoration Certified
- Google AdWords, Google 2009
Sr. Water Mitigation Claims Restoration Specialist- Complex Water Damage
LIBERTY MUTUAL INSURANCE COMPANY
Bachelor of Arts - Project Management- Agile Framework Certification
Amberton University
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