Kate Butchart
Phoenix,AZ
Summary
Insurance and financial services leader with a record of developing teams, launching new claim functions, and leading large-scale operational change. Experience with both Fortune 100 companies and tech startups. Skilled in strategic planning, mentoring leaders and using data to improve service levels, quality and automation across complex environments.
Overview
1
1
Certification
13
13
years of professional experience
Work History
Auto Claim Manager
Travelers Insurance Companies
Phoenix, Arizona
03.2022 - Current
- Oversaw end-to-end claim process from initial notice of loss to final settlement, ensuring timely and accurate resolutions.
- Managed team of virtual claim professionals in property damage and injury, utilizing data insights to improve outcomes.
Senior Claim Manager
Root Insurance
Phoenix, AZ
04.2019 - 03.2022
- Led oversight for 6+ first line leaders and 100+ associates across multiple locations and functions, including property damage, liability, and complex injury/litigation.
- Developed and implemented process improvement plans to enhance customer experience by building claim processes, workflows, and establishing key performance indicators for leaders and associates. Worked to ensure automation and efficiency were present in all claim processes.
- Built internal claim handling organization for new insuretech company, collaborating with product team on effective claim handling systems, leading change management efforts, and creating processes to support growth and development of claim organization, including quality reviews, training programs, and process guides.
Senior Manager
State Farm Insurance Inc
Phoenix, Arizona
08.2013 - 04.2019
- Implemented and executed startup department supporting claims and call center associates through training, escalation, and quality management. Identified key stakeholders, managed communication plans, created key performance indicators and service level objectives. Hired and trained leaders and associates, continuing to support over 2,000 associates.
- Led effort to centralize claims from multiple jurisdictions, structuring support for auto claim leadership and streamlining operations to enable seamless customer service and resolution of claim files.
- Led State Farm insurance operations and aligned teams with corporate service standards.
- Partnered with State Farm agents to resolve customer service and account issues.
Education
Bachelor of Arts - Business
Augustana College
Rock Island, IL05-2006
Skills
- Process improvement
- Performance metrics
- Change management
- Strategic planning
- Team management
- Staff management
- Coaching and mentoring
- Customer service
Certification
- Chartered Property Casualty Underwriter
Timeline
Auto Claim Manager
Travelers Insurance Companies
03.2022 - Current
Senior Claim Manager
Root Insurance
04.2019 - 03.2022
Senior Manager
State Farm Insurance Inc
08.2013 - 04.2019
Bachelor of Arts - Business
Augustana College