Kevin Thompkins
Worthington,Ohio
Summary
Dynamic individual with experience in the Casualty and Property Insurance industry and talent for navigating challenges. A leader with a strong background in coaching and developing staff, guiding teams, managing projects and initiatives. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Claims Team Manager
Liberty Mutual Insurance Company
06.2024 - Current
- Demonstrated exceptional leadership qualities throughout tenure as Claims Team Manager, resulting in high employee satisfaction and retention rates.
- Enhanced team performance by providing consistent coaching and feedback to team members.
- Evaluated team member performance through ongoing monitoring and assessment tools, identifying areas for growth and development opportunities.
- Coordinated professional development opportunities for team members, fostering skill enhancement relevant to their roles.
- Assisted in the hiring process by conducting interviews and selecting top candidates who contributed positively to the overall success of the Claims Team Manager role.
- Consistently maintained a strong focus on customer service excellence, positively impacting client relationships and company reputation.
- Recognized as a subject matter expert within the organization because of comprehensive knowledge about various aspects of insurance claims processing.
- Facilitated regular team meetings to review progress, address concerns, and share best practices for improved results.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Streamlined claims processing procedures, resulting in increased productivity and reduced errors.
- Developed and maintained strong relationships with clients, ensuring timely resolution of claims issues and customer satisfaction.
- Conducted thorough investigations of disputed claims, leading to successful resolutions and settlements for clients.
- Collaborated with other managers to develop standard operating procedures that streamlined claim adjudication processes across teams.
Field Property Claims Manager
Liberty Mutual Insurance Company
01.2023 - 06.2024
- Trained new employees
- Coached and developed staff
- Lead team through transitions to continue to align and adapt with business systems and processes
- Supported problem resolution and decision making
- Encouraged collaboration and continuous development
- Evaluated team performance metrics and implemented initiatives to drive continuous improvement in service quality.
- Reduced claim handling costs by implementing cost-effective strategies and vendor partnerships.
- Collaborated closely with claims adjusters, contractors, and other stakeholders for seamless claim management.
- Oversaw a team of claims professionals, fostering a collaborative work environment focused on achieving common goals.
- Coordinated catastrophe response efforts, providing support to affected communities during natural disasters or large-scale events.
Property Field Claims Manager
State Auto Insurance
11.2021 - 01.2023
- Lead and coach a team of property field claims adjusters ensuring the quality, accuracy and timely resolution of claims
- Support problem resolution and decision making
- Advocate business unit goals and objectives ensuring alignment
- Trained new employees
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Risk Engineering Manager
State Auto Insurance
03.2020 - 11.2021
- Project lead for new technology initiatives
- Trained new employees
- Coached and developed staff
- Supported problem resolution and decision making
- Fostered a culture of innovation and continuous improvement by encouraging the sharing of ideas, leading to increased creativity and problem-solving capabilities within the team.
Risk Engineering Consultant (Projects and Training)
State Auto Insurance
07.2018 - 03.2020
- Developed training materials
- Project lead for new technology initiatives
- Collaborated with business partners to develop training
- Collaborated with business partners to facilitate successful project completion
Training and Development
State Auto Insurance
06.2016 - 07.2018
- Researched and developed training material
- Lead onboarding for new hires
- Collaborate with multiple disciplines including Business Analyst and Vendor Management
- Educational support for multiple departments
- Taught classes and lead webinars
- Assisted in the training and development of associates, sharing best practices and passing on valuable industry knowledge
Claims Adjuster – Catastrophe
State Auto Insurance
01.2014 - 06.2016
- Made prompt contact with insureds, scheduled & performed inspections
- Reviewed policy & determined appropriate coverages, limits & deductibles
- Completed necessary investigations to handle claim
- Scoped damages & prepared estimate & reports
Property Claims Adjuster
State Auto Insurance
11.2010 - 01.2014
- Made prompt contact with insureds
- Reviewed policy & determined appropriate coverages, limits & deductibles
- Completed necessary investigations to handle claim
- Reviewed damages & estimates
- Prepared small property estimates
- Set reserves & issued payments
- Handled personal, commercial, farm, boat, & snowmobile claims
- Assisted in training new property adjusters
- Maintained electronic records that documented claims handling
Auto Claims Adjuster
State Auto Insurance
11.2007 - 11.2010
- Made prompt contact with insureds, claimants & witnesses
- Reviewed policy & determined appropriate coverages, limits & deductibles
- Completed necessary investigations to handle claim
- Reviewed damages & estimates
- Set reserves, & issued payments
- Reviewed & handled med-pay claims
- Handled single party & multi-car accidents
- Maintained electronic records that documented claims handling
- Handled total loss claims
- Trained new auto adjusters
Education
Bachelor of Business Administration - Business Management
Kent State University
Kent, OHSkills
- Claims management expertise
- Staff training and development
- Property damage assessment
- Industry networking
- Self motivation
- Conflict resolution
- Willing to learn
- Teamwork and collaboration
- Problem-solving
- Active listening
- Adaptability and flexibility
- Relationship building and management
- Customer relationship development
Certification
- Haag Certified Inspector-Residential roofs
- Accelerated Leaning Certificate
- American Home Inspectors Training (AHIT) - Home Inspector Certificate
- Adjuster license in the following states: CT, DE, FL, GA,KY, LA, NC, NH, NM, OK, RI, SC, TX, VT, & WY
Personal Traits
- Ability to receive and apply constructive criticism
- Reputation of being responsible, reliable and productive
- Positive attitude towards work
- Team oriented
- Ownership of actions
- Excellent communication skills
- Enjoys research and development
- Organized
- Embraces change and innovation
- Self-motivated
Accomplishments
- 2021 Rising Star in the insurance industry RISE Award winner
Timeline
Claims Team Manager
Liberty Mutual Insurance Company
06.2024 - Current
Field Property Claims Manager
Liberty Mutual Insurance Company
01.2023 - 06.2024
Property Field Claims Manager
State Auto Insurance
11.2021 - 01.2023
Risk Engineering Manager
State Auto Insurance
03.2020 - 11.2021
Risk Engineering Consultant (Projects and Training)
State Auto Insurance
07.2018 - 03.2020
Training and Development
State Auto Insurance
06.2016 - 07.2018
Claims Adjuster – Catastrophe
State Auto Insurance
01.2014 - 06.2016
Property Claims Adjuster
State Auto Insurance
11.2010 - 01.2014
Auto Claims Adjuster
State Auto Insurance
11.2007 - 11.2010
Bachelor of Business Administration - Business Management
Kent State University