Kristen Krueger
Clearwater,FL
Summary
Dynamic Claims Service Leader with extensive experience at Claim Service Leader, excelling in team management and training. Proven track record of enhancing operational efficiency and achieving 100% compliance. Strong negotiation and critical thinking skills drive success in complex claims handling and mentorship, fostering a culture of excellence and reliability.
Overview
30
30
years of professional experience
Work History
Casualty
Claim Service Leader
10.2017 - Current
- CSL for 1 1/2 years over Represented Moderate GA (request by DSM/Director) since 1/2024 to present.
- Significant improvement in all areas
- Prior to 1/24: Oversight of 10 adjusters handling severe/complex claims for 5 states
- Continued success and oversight of mentorship/training program implemented 13 years ago
- Participation in multiple teams/projects with DSM recommendation (LAT, PV, represented)
- Implementation and continued oversight of CE Fast-start initiative, across all of Unrepresented
- Oversight of office CE team with noted improvement, highest in segment
- Through RCPS, 3 enhancements adopted (efficiency gains)
- Serve as back-up to current and prior DSM's
Casualty
Team Lead
02.2017 - 10.2017
- Responsible for leading and training a unit of Unrepresented, Represented and Litigation Casualty Processors
- Provide daily oversight and training, coaching and development
Casualty
Performance Consultant
06.2014 - 02.2017
- Support leadership through development, training, identification of opportunity areas
- Developed & updated monthly/YTD scorecard for Leaders
- Training sessions provided to the MCO
- Design/Implementation/Oversight of Medicare processes
- Oversight of all regulatory compliance in the office, ie. ISO, denials (exceeded goals)
Casualty
Represented Adjuster
03.2009 - 06.2014
- Extensive experience with strong negotiation skills, which led to consistently exceeding the majority of the goals, including closures/production, evaluation timeliness, evaluation accuracy, task completion and file quality
- Excellent customer service skills
- Mentoring of less experienced adjusters throughout the MCO.
Liability & Casualty
Frontline Performance Leader
07.2006 - 03.2009
- Responsible for training and leading a unit of adjusters and processors
- Coaching and mentoring in the unit and across the segment
UM/UIM Adjuster
Rep/Litigation Leader
12.1999 - 07.2006
- Selected to lead a Represented/Litigation UM/UIM team, for FPL out temporarily
- Developed strong negotiation skills and organizational skills
Administrative
Claims Manager
02.1997 - 12.1999
- Led core support and processors, to ensure smooth operations with noted improvement made with consistent 100% internal compliance results
Personal Lines
Adjuster
11.1995 - 02.1997
- Handled high volume of claims and developed strong investigative skills
- Leader of Employee Engagement and Customer Experience Teams.
Education
SCLA
01.1997
Bachelor of Arts in Finance -
Stetson University
DeLand06.1992
Skills
- Team Management
- Training & Development
- Supervision & Leadership
- Organizational Skills
- People Skills
- Reliable & Trustworthy
- Critical Thinking
- Good Work Ethic
- Active Listening
- Complex Problem Solving
Timeline
Casualty
Claim Service Leader
10.2017 - Current
Casualty
Team Lead
02.2017 - 10.2017
Casualty
Performance Consultant
06.2014 - 02.2017
Casualty
Represented Adjuster
03.2009 - 06.2014
Liability & Casualty
Frontline Performance Leader
07.2006 - 03.2009
UM/UIM Adjuster
Rep/Litigation Leader
12.1999 - 07.2006
Administrative
Claims Manager
02.1997 - 12.1999
Personal Lines
Adjuster
11.1995 - 02.1997
SCLA
Bachelor of Arts in Finance -
Stetson University
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