Katherine Zappavigna
Summary
Customer service and insurance professional with experience as a manager and executive. Proven track record leading key growth campaigns and implementing innovative processes to drive performance. Praised for proficiency, excellent organization, teamwork, professional manager, and good judgment. Excellent investigative skills and negotiation skills.
Overview
30
30
years of professional experience
Work History
Commercial Claims Manager
Producers National Claims Services
08.2021 - Current
- Develop processes and procedures for a newly formed department for Commercial Claims, Auto Claims (property and casualty) and Commercial Property Claims to include a Manufactured Home Program in FL and AZ.
- Oversee Auto Physical Damage Claims & Liability Claims for Trucking Companies, Commercial Auto Program to include property and casualty.
- Oversee a team of adjusters & 5 TPA's to handle both property and casualty claims for Auto, Commercial Businesses & Trucking Claims.
- Mentor authority on claims that are over the adjuster's authority levels. In addition to overseeing 5 TPA's.
- Mentor associates through performance appraisals salary increases to ensure help performing standards are being met.
- Provide technical direction on claim files to ensure best practices are being used and maintained.
- Negotiate with claimant attorneys and claimants directly on bodily injury claims when necessary to assist the adjusters.
- Set up subrogation process for these newly formed departments.
- Found all of the salvage buyers for the trucking program, and sought out Independent Adjusters & Attorneys for these newly formed departments.
- Interviewed and hired the entire team that reports to me as well as trained them on all systems, processes, and procedures.
- Set performance goals, conduct performance evaluations.
- Audit claims to ensure compliance with best practices and Department of Insurance.
- Authorize loss and expense payments within my authority, ensuring compliance with the company guidelines.
- Work with accounting and IT to develop the appropriate process to automate these claims and get them into our claim system.
- Work with the Trucking Companies (our insureds) on Risk Management issues.
Claims Manager
Specialty Transportation Core Insurance Co.
08.2020 - 08.2021
- Developed policies and procedures for the newly formed claim department.
- Hire liability adjusters and physical damage adjusters to handle the claims, to include bodily injury & litigation.
- Responsible for auditing claim files as well as managing performance reviews of the adjusters and clerical.
- Set up accounts for arbitration forums so we can respond to other insurance carriers accordingly.
- I was a working manager with approximately 60 claim files, to include property, casualty, and litigation.
- Audit claim files to ensure compliance with policies and procedures.
- Set performance goals and conduct performance evaluations in addition to mentoring the staff.
- Document claim files and update claim information to ensure compliance with best practices.
- Create reports for the management to measure claim department and staff performance.
- Provide technical direction on claim files to ensure best practices were being used and maintained.
- Streamline workflows.
Vice President of Claims & Operations
Repwest Insurance Co.
01.2003 - 04.2020
- Directed operations to support 50K+ new claims annually.
- Managed and developed $12M budget for claims and operations, 4 field claim offices, and 6 claim support departments, which included the Litigation Department.
- Oversaw call center operations, resolved customer issues, and worked closely with claims staff to ensure accuracy on intake.
- Oversaw more than 300+ employees within all departments.
- Set performance goals, conduct performance evaluations.
- Partnered with U-Haul Risk Management to ensure adherence to policies and provided recommendations for improvements.
- Introduced 5:1 ratio for staff adjusters and supervisors aiding in average closing ratio of 125%.
- Mentored 11 direct reports in budgeting, leadership, and providing performance feedback.
- Audited claim files to ensure compliance with policies and procedures.
- Created a total loss department to specifically handle all total losses for all the field claim offices.
- Oversaw various committees to ensure transparency on claims handling and operations.
- Created reports for the management team so they could measure department and staff performance.
- Provided technical direction on claim files to ensure best practices were being used and maintained.
- Analyzed claims system data to identify trends in equipment accidents and provided feedback to the client.
- Developed and implemented policies and procedures to enhance both the claims and claims support divisions performance.
- Ensured that all complaints were answered and handled as soon as possible.
- Assessed performance and provided feedback to subordinates to ensure they were meeting company goals and objectives.
- Responsible for selecting and onboarding qualified team members to comply with company guidelines and maintained personnel files for all direct reports.
- Attend Board of Directors meetings once a month to update them on the progress of the claims division.
Regional Claims Manager
Repwest Insurance Co.
01.1996 - 01.2003
- Managed staff of 35 employees to include 6 supervisors, 5 BI & PD groups and one Litigation Group.
- Administer salary preparation and staffing schedules.
- Appraised performance of subordinates utilizing company approved procedures.
- Authorized claim settlements in accordance with authority limits.
- Analyzed claim trends and kept home office informed of any unusual trends in assigned territory.
- Reviewed and gave direction on high exposure claims and claims in Litigation.
- Provided direction and training for the investigation of property claims, casualty claims & litigated claims.
- Set goals and objectives for adjusters and supervisors and ensure those standards were achieved.
- Handled escalated telephone calls from upset customers and claimants.
- Provided technical assistance on claims that were above supervisor authority and ensured best practices were utilized.
- Lead a team of auditors for the company for 5 years at this position. We traveled to the offices and audited 10% of the pending's to ensure compliance.
- We handled a variety of claims, property, casualty, litigation, storage claims, slip and fall claims, real property claims and general liability claims.
Education
Business Management
University of Nebraska @ Lincoln and Omaha
Skills
- Negotiating property claims, casualty claims and general liability claims
- Setting goals & objectives for claims staff
- Institute policies and procedures
- Problem solver
- Communicative to both internal and external clients
- Casualty training and negotiating, property damage negotiating including auto physical damage and liability claims on Commercial Property claims, Commercial Trucking Claims and Auto claims
- Budget Management
- Customer Focus & Customer Service
- Consistently meeting and exceeding goals and objectives
- Training & Development
- Microsoft Office Suite (Microsoft Word, PowerPoint, Excel), DocuSign, Image right, Guidewire Claims System, Origami Claim System, Diamond Claim System, and WestPoint Claim System
- Adjuster licenses held in CT, GA, FL, KY, ME, MS, NH, NM, OK, TX, VT, & SC
- AIC Designation
Timeline
Commercial Claims Manager
Producers National Claims Services
08.2021 - Current
Claims Manager
Specialty Transportation Core Insurance Co.
08.2020 - 08.2021
Vice President of Claims & Operations
Repwest Insurance Co.
01.2003 - 04.2020
Regional Claims Manager
Repwest Insurance Co.
01.1996 - 01.2003
Business Management
University of Nebraska @ Lincoln and Omaha