Kendra Dottin

Represented/Litigation Claims Service Leader [July 2022- Present]

· Manages workflow and performance of 9-12 Moderate/Complex Litigators/Negotiators

· Daily oversight of assessing risk for potential exposure to Allstate and our customers

· Empower staff to empathically meet the needs of their customers by providing them exceptional customer service their claims process.

· Calibrate and partner with other leaders within the organization to drive results and move claims to closure

· Utilizing CI strategies and tools to impact pending tasks and efficiency results.

· Problem solving and contributing to team goals by sharing ideas and opinions

· Provide a helpful working environment to employees and encourage the understanding around business unit objectives, results, and processes.

Team Lead- Casualty Claims Support [October 2017- March 2021]

· Leader to 12 Claim Service Associates that support a Major Casualty Claims Operation. Managing a team that delivers compassionate service that is fast, fair and easy.

· Execute tactics to achieve operational performance goals including efficiency, effectiveness, and customer experience.

· Effectively coach and provide development/career guidance for direct reports

· Manage and resolve escalated customer communications, concerns, conflicts or issues

· Complete file reviews monthly and coach Claim Service Associates with identified opportunities

· Served as backup to Major Litigation Casualty Claims Service Leader- participating in HOR calls on serious injury claims, PFS Alerts, and Trial Alerts to roundtable values and merits of claims

Continuous Improvement Change Agent [August 2016-October 2017]

· Continuous Improvement is a management system of tools and methods that improves the customer experience, the agency owner experience and business outcomes by empowering frontline employees to change how work gets done.

· Responsible for the design and diagnostic, execution and full cycle implementation of the CI management system across Claims (Casualty) AOR, by enabling CSL’s and RCL’s in the Texas CSA (Tejas), Florida CSA (South Florida Casualty), New York CSA (Brooklyn Metro), and Med Central CSA (Birmingham Med Central)

· Provided mentoring and upward coaching to CSL’s to influence to use of the CI management system to improve operational results and employee engagement

· Analyzed complex problems and execute problem solving steps to discover solutions to opportunities identified by CI and business unit leadership

· Connected the claims compass and goals to business results by partnering with claims leaders to identify strengths and eliminate barriers

· Executed project plans within established timelines

· Served as a subject matter expert for a variety of topics including casualty metrics and casualty reporting, establishing baseline targets and barometer