Kelly Ramos
Progressive
TUCSON,AZ
1
Certification
18
years of professional experience
Detail-oriented Commercial Litigation Adjuster with a strong background in managing complex commercial liability claims. Expertise in claim investigations, coverage analysis, reserve management, settlement negotiations, and litigation strategy to optimize outcomes and control costs. Committed to coaching adjusters, enhancing claim handling practices, and fostering collaborative relationships with attorneys and clients while ensuring regulatory compliance.
Work History
Commercial Claims Generalist Sr
3 Years 10 Months- Managed a caseload of complex commercial liability and litigation claims, ensuring timely resolution while maintaining compliance with company guidelines and regulatory requirements.
- Analyzed policy coverage, liability exposure, and damages to determine claim disposition and develop effective litigation strategies.
- Directed all aspects of litigated claims, including collaboration with defense counsel, expert witnesses, and insureds throughout the claim lifecycle.
- Evaluated legal pleadings, discovery responses, medical records, financial documents, and expert reports to assess claim value and litigation risk.
- Negotiated settlements in high-exposure casualty, property, and commercial liability claims, achieving favorable outcomes and controlling indemnity and expense costs.
- Established and maintained accurate claim reserves based on ongoing evaluation of liability, damages, and potential litigation outcomes.
- Conducted detailed investigations, including witness interviews, scene analysis, and review of documentary evidence to support coverage and liability determinations.
- Prepared comprehensive case evaluations and management reports for senior leadership, including exposure assessments and settlement recommendations.
- Collaborated with underwriting, risk management, and insured clients to identify trends and mitigate future loss exposure.
- Oversaw defense counsel performance, litigation budgets, and case strategy to ensure cost-effective claim resolution.
- Successfully resolved complex claims through mediation, arbitration, and settlement conferences while minimizing legal expenses and business interruption.
- Maintained strong relationships with insureds, brokers, attorneys, and third-party administrators to facilitate effective claim handling and customer satisfaction.
- Managed claims involving contractual liability, additional insured issues, indemnification agreements, and coverage disputes.
- Leveraged data analytics and claim trend analysis to improve claim outcomes and support strategic decision-making.
- Consistently met or exceeded key performance metrics related to claim cycle time, reserve accuracy, litigation management, and settlement authority utilization.
Performance Monitoring Supervisor
14 Years 6 Months- Supervised a team of performance monitoring specialists, ensuring consistent evaluation of employee performance, adherence to quality standards, and achievement of departmental objectives.
- Analyzed performance metrics, trends, and key performance indicators (KPIs) to identify improvement opportunities and drive operational excellence.
- Developed and implemented monitoring processes, scorecards, and reporting tools that increased performance visibility and accountability across teams.
- Led coaching and feedback initiatives with managers and employees, enhancing quality, compliance, and customer experience.
- Conducted audits and performance reviews to ensure compliance with company policies and service standards.
- Collaborated with cross-functional leadership teams to identify root causes of performance gaps and implement targeted corrective action plans.
- Produced and presented performance reports to senior leadership, offering insights and recommendations that informed business decisions.
- Managed workload distribution, staffing priorities, and performance monitoring schedules to meet service level expectations and organizational goals.
- Trained and mentored team members on monitoring methodologies, calibration standards, and best practices, improving consistency and evaluation accuracy.
- Facilitated calibration sessions with leadership and operational teams to ensure fair, objective, and standardized performance assessments.
- Leveraged data analytics and reporting tools to track trends, measure program effectiveness, and support continuous process improvement initiatives.
- Recognized and rewarded high-performing employees while addressing performance concerns through structured development and accountability plans.
- Improved monitoring efficiency by streamlining workflows and implementing process enhancements that reduced administrative time and increased productivity.
- Served as a subject matter expert on quality, compliance, and performance measurement practices, supporting organizational change initiatives and strategic projects.
Education
No Degree - Business Management
Skills
Claims Oversight
Claims Training
Bodily Injury Claims
Claims Education
Coverage Analysis
Liability Assessment
Litigation management
Litigation Strategy
Legal Compliance
Discovery Management
Trial Preparation Support
Mediation coordination
Settlement Negotiations
Claims audit
Reserve management
Financial analysis
Expense Control
Risk Evaluation
Process Improvement
Operational Excellence
Strategic Decision-Making
Staff coaching
Executive-Level Communication
Client Relationship Management
Cross-functional collaboration
Dispute Resolution
Client Advocacy
Negotiation
Certification
- Licensed Property & Casualty Insurance Adjuster
Timeline
Commercial Claims Generalist Sr
Progressive
10.2022 - 08.2026Read More
Performance Monitoring Supervisor
GEICO
03.2008 - 09.2022Read More
University Of Arizona
No Degree from Business Management
Read More