Hardworking individual who excels in cultivating and maintaining positive and productive relationships with coworkers, administrators, and the community. Strong instructional leader with management experience and solid foundation in best practices. Skilled practitioner who continues to expand knowledge of current best practices through professional development. Passionate about customer service and enhancing the customer experience.
Overview
10
10
years of professional experience
Work History
Sub Intake Team Manager
State Farm
Murfreesboro, TN
09.2023 - 05.2024
Remote: 1
Oversaw T2 and Compliance Standards for a team of 15
Conducted Bi-monthly one on ones and side by sides
Conducted Monthly TPD and trainings
Coached best practices and phone skills
Worked closely with SM and Performance Management
Subrogation Claim Specialist
State Farm
Murfreesboro, TN
06.2022 - Current
Remote: 1
Provide direction to Claim Associate Pod for timely collections and negotiation of amounts when required.
Settling third party subrogation claims
Oversee preparation of claims for arbitration or litigation
Monitor claims to make sure they meet state requirements.
Monitor the Sub Auto Recovery queue by ensuring tasks and documents are routed to the correct handlers when assigned to subrogation thru incorrect channels.
Maintains all state license and continuing education.
Middle School Teacher
Barton Junior High School
El Dorado, AR
08.2017 - 05.2019
A full-time teacher instructing United States and Arkansas History in classrooms of up to 25, 8th Grade students.
Established rapport with students, parents, and critical family members.
SFPP Account Representative
State Farm
Murfreesboro, TN
11.2015 - 07.2017
Assisted State Farm agents and staff with modifications and explanations of customers’ billing statements.
Worked closely with State Farm divisions such as Auto, Fire, and Life Company.
Worked on exclusive team created to revise the Customer Service Guide - a document that is used by all members of SFPP daily.
Education
B.S. - COMMUNICATIONS, Education
Middle Tennessee State University
05.2015
Chartered Property Casualty Underwriter -
The Institutes
07.2025
Projects
Customer Service Guide Revision team-SFPP 2016 Sub Auto Recovery queue owner 2022-2023 Start My Day/ Phone Call Summarizer Power User - Presented best practices to multiple depts with Claim Operations Subrogation Upskilling Presentation to Total Loss Leadership
Continued Education
Chartered Property Casualty Underwriter, The Institutes, Currently Enrolled
<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul> at TIAA
Team Lead – Fulfillment Team (Veteran Intake & Support) at Confidential EmployerTeam Lead – Fulfillment Team (Veteran Intake & Support) at Confidential Employer