Summary
Overview
Work History
Education
Skills
Timeline
Generic
Ketara Muzik (She/Her/Hers)

Ketara Muzik (She/Her/Hers)

Lawrenceville,GA

Summary

Dynamic and results-driven insurance operations leader with over a decade of experience managing high-volume claims environments, developing talent, and driving strategic initiatives. Adept at leading cross-functional teams, optimizing operational workflows, and fostering inclusive cultures that enhance performance and retention. Passionate about coaching, continuous improvement, and delivering exceptional customer outcomes.

Overview

13
13
years of professional experience

Work History

Total Loss and Training

Team Manager
05.2016 - Current
  • Led hiring and onboarding for 100+ candidates and directed training for over 500 Claims professionals, resulting in improved retention and operational stability
  • Designed and executed enterprise training programs that enhanced employee engagement resulting in improved customer satisfaction, higher efficiency, and less attrition within the first 90 days of production
  • Effectively managed an Execution team while coordinating hiring and training responsibilities for more than 100 Claim Associates
  • Managed daily operations of up to 80 Claim Specialists, identifying learning gaps while coaching toward results that support Remarkable service, quality, and paying what we owe
  • Support the operational health by establishing daily and weekly plans to meet and sustain productivity goals via Leadership in Action
  • Serves on the Diversity and Inclusion council and actively support the use of diverse skills, talents, and experiences when delegating
  • Provide coaching and mentorship to peers to build productive teams through collaboration, use of tools, and performance management

Auto Claim Central

Team Manager
01.2013 - 05.2016
  • Transformed an underperforming team in the lower 1 percent to a top-performing unit through strategic coaching and action planning.
  • Co-led enterprise catastrophe response operations, coordinating with multiple vendor managers and over 125 Independent Adjusters to ensure seamless execution of our in-office disaster response.
  • Directed a national towing claims unit, overseeing claims across all 50 states, and facilitating its transition to being enterprise-led.
  • Provided interim leadership in Injury and Complex Units, earning repeat requests for extended coverage from senior leadership.
  • Streamlined claims processing by managing monthly distribution of 10,000+ open claims, improving subrogation outcomes and routing escalations effectively to the proper unit.

Education

B.A. Political Science - Pi Sigma Alpha Honor Society

Lenoir-Rhyne University, Cum Laude

CLU -

Chartered Life Underwriter

CPCU -

Chartered Property Casualty Underwriter

BetterUp Coaching

Leading Through Change

BRGs

Skills

  • Relationship Building
  • Strategic Workforce Planning
  • Talent Acquisition and Development
  • Leadership Courage
  • Process Optimization & Change Leadership
  • Coaching and Performance Enablement
  • Customer Experience Strategy
  • Initiative
  • Influence

Timeline

Total Loss and Training

Team Manager
05.2016 - Current

Auto Claim Central

Team Manager
01.2013 - 05.2016

B.A. Political Science - Pi Sigma Alpha Honor Society

Lenoir-Rhyne University, Cum Laude

CLU -

Chartered Life Underwriter

CPCU -

Chartered Property Casualty Underwriter

BetterUp Coaching

Leading Through Change

BRGs

Similar Profiles

CREATE PROFILE