LaSonia Crumb
FEMA HPPCC Fire Program Manager III Team Lead
Crowley,TX
Summary
FEMA HPPCC Fire Program Manager III Team Lead with senior-level expertise in insurance claims and disaster response. Leads large adjuster teams (8-37+ members) and has cut claim rejection rates to under 12% through rigorous pre-review processes, while AI-driven workflow improvements boosted claim resolution speed by 30%. Licensed in 32 states, enabling multi-state oversight and remote leadership. Aiming to apply extensive multi-state, claims-management experience to drive efficient, compliant operations for a national insurance company.
Experienced Program Manager skilled in managing functional operations and projects related to supplies and logistics. Advanced understanding of organizational strategies, financial management, procurement and contracting. Expertise in logistical analysis, inventory and supply chain performance, development and standardization. Thorough understanding of inventory management, procurement and acquisition regulations.
Overview
9
9
years of professional experience
1
1
Language
Work History
FEMA HPPCC Fire Program Manager III Team Lead
FEMA Flour
Santa Fe, New Mexico
07.2024 - 08.2025
- Managed a team of 15 claims reviewers and navigators, using Microsoft Office to track assignments and ensure timely case handling, which maintained on-time delivery of claim reviews
- Conducted weekly performance evaluations and introduced development programs, leveraging analytical skills and coaching techniques, which improved individual performance ratings
- Communicated program strategies to the team via Outlook email, memoranda, and PowerPoint briefings, clarifying expectations and reducing misunderstanding-related delays
- Explained FEMA-provided documents and answered team questions about the FEMA process, applying regulatory-compliance knowledge, which increased team confidence and reduced clarification requests
- Pre-review claims for errors before the team sends them to Quality Control which helps keep team rejection under 12%
- Talked with claimants and department team leaders to clarify claim requirements, using Microsoft Office to document discussions, which improved communication clarity and reduced follow-up questions
- Reviewed payment errors with claim reviewers and corrected them before resubmission, applying analytical skills and Excel tracking, which decreased error rate and speed up processing
- Side by Side with new hires
- Conducted claim-reviewer queue spot checks weekly to verify claims were updated, using Microsoft Excel for tracking, which ensured compliance with regulatory standards and maintained timely claim handling
- Led weekly team meetings to share updates and set milestones, coordinating with supervisors and using PowerPoint presentations, which kept the team aligned and met project deadlines
- Monitored program progress with Microsoft Office dashboards and addressed issues within 24 hours, keeping the fire program on schedule and meeting regulatory-compliance requirements
- Devised a comprehensive team training and development schedule that raised morale by 100% and efficiency
- Answered first-party claim questions for Teams 21 and 23, applying analytical skills to resolve issues quickly and ensure compliance with FEMA guidelines
- Monitored claim-review progress on AWS, created daily Excel status reports, and ensured reviewers met production targets, keeping claim turnaround time within required limits
- Review and reassigned over 300 new claims to the team monthly
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
FEMA Disaster Housing Inspector 1099
WSP USA Inspection Services – FEMA
Dallas, TX
02.2024 - 04.2024
- Performed damage and loss assessments with FEMA disaster survivors on a first-in-first-out basis, using FEMA assessment forms and Microsoft Excel to log findings, which enabled timely processing of assistance for affected households
- Conducted damage assessments in line with FEMA specifications and Inspection Guidelines, employing standardized checklists and data entry in Microsoft Office, resulting in accurate eligibility determinations for relief funding
- Explained FEMA-provided documents and answered applicants’ questions about the FEMA process, delivering clear guidance that improved applicant understanding and reduced follow-up inquiries
- Verified applicant ID, insurance status, ownership (for owners), residency, and household composition using the FEMA database, ensuring compliance with eligibility criteria and preventing fraudulent claims
- Determined and recorded damage levels for homes based on systematic evaluations, entering results into the FEMA inventory system, which supported efficient allocation of housing resources
- Assessed roof damage from ground level and crawlspace damage from the exterior using a ladder and moisture meter, documenting findings in FEMA inspection software; enabled timely repair planning for affected households
- Assessed damage to personal property and furnishings, recording itemized losses in the inventory management system; provided accurate loss estimates for disaster assistance
- Measured total square footage of each dwelling with a laser measuring device and recorded data in Microsoft Excel; supplied precise measurements for housing allocation
- Completed and submitted inspection reports through FEMA’s online portal within required timeframes, ensuring compliance and facilitating rapid assistance delivery
IA Team Lead Commercial General Liability/FedEx
Custard Adjusters - Gallagher Bassett Temp
08.2023 - 02.2024
- Oversaw all claim handling activities for the team, including reserving, communication, documentation, litigation management, evaluation, negotiation, and settlement, using Microsoft Office to track progress and ensure regulatory compliance, resulting in timely resolutions and consistent adherence to compliance standards
- Handled a variety of losses and risks with a service-oriented approach, following industry best-practice standards, which achieved cost-effective management, fair claim decisions, and high customer satisfaction
- Conducted loss-valuation research and collaborated with agents and vendors to prepare structural damage estimates, utilizing Microsoft Word and Excel for documentation, which enabled accurate claim assessments
- Applied detailed policy coverage analysis regarding limits and denials, ensuring regulatory compliance and informing negotiation strategies, which reduced claim processing errors
- Evaluated client information from police reports, video footage, and prior insurance claims, using Microsoft Office tools to organize data, which supported accurate claim decisions
- Managed adjuster accountability to claims-handling protocols and timetables, using Microsoft Word to track compliance and ensure timely processing, which improved adherence to schedule requirements
- Directed a specialized team of 8 property damage adjusters, handling 200+ FedEx commercial accounts; achieved a 97% satisfaction rate by streamlining claims processes and effectively negotiating settlements
- Directed a team of 8 adjusters in managing commercial property claims for FedEx accounts, consistently resolving over 300 complex cases quarterly, while maintaining a 95% customer satisfaction rate through effective negotiation and timely settlement
- Handled inbound calls from adjusters and clients, documented issues in Microsoft Word and routed them to the appropriate departments, which improved response coordination and reduced follow-up time
IA Claims Adjuster Manager (AVM) Auto
Crawford Adjuster /State Farm Temp
08.2022 - 08.2023
- Spearheaded the optimization of IA adjustment workflows, introducing AI-driven analytics tools which improved claim resolution times by 25% and enhanced overall accuracy by 15%.
- Spearheaded a team of 25 insurance adjusters, successfully reducing claim resolution times by 30% through the implementation of a streamlined workflow and targeted training in advanced auto valuation software.
- Conducted regular training sessions for adjusters on industry trends and regulatory changes, improving adjustment accuracy and speeding case handling; collaborated with underwriters, risk assessors, and legal counsel to resolve complex high-value claims
- Maintained a low claims ratio by implementing effective fraud detection and prevention strategies.
- Prepared detailed reports and presentations for senior management on claim trends, KPIs, and process improvements, enabling data-driven decisions that reduced processing errors
- Handled inbound claim adjustment calls, using Microsoft Word and data analysis to assess damages, coordinated with vendors, and provided clear communication that improved customer satisfaction
Claims Total Loss Manager Auto
Custard Adjusters /Progressive Temp
05.2021 - 04.2022
- Drove operational improvements by automating the data analysis process using Python and advanced SQL, leading to a 30% increase in claim processing efficiency for the Auto Insurance sector at Progressive.
- Led a team of three managers and 37 adjusters, delivering training and performance evaluations that improved claim-handling consistency and supported faster resolutions
- Managed and prioritized a caseload of complex insurance claims, ensuring timely and accurate resolution.
- Investigated the nature of claimed damage using photographic evidence and inspection reports, enabling accurate settlement calculations and reducing claim disputes
- Interviewed witnesses and recorded their statements, clarifying claim circumstances and supporting accurate claim assessments
- Evaluated police reports, video footage, and prior claims using Microsoft Office to fully understand each incident, enabling accurate claim assessment
- Created detailed claim reports in Word and Excel, which streamlined the review process and helped expedite settlements
- Researched repair cost estimates by obtaining vendor quotes and using cost-analysis tools, providing reliable budget figures for each claim
- Reviewed policy documents to determine coverage eligibility, ensuring claim decisions aligned with policy terms
- Coordinated mechanics, architects, and contractors through vendor management and scheduling, guaranteeing timely repair completion
- Negotiated claim settlements with claimants and their legal teams using Microsoft Office to track agreements, resulting in reduced settlement costs and timely case closure
- Conducted regular audits of adjusters with Excel checklists, identified compliance gaps, and implemented corrective actions, which improved overall quality scores and ensured adherence to company policies and industry standards
- Collaborated with underwriting and legal departments via Microsoft Teams to resolve complex claims, shortening resolution time and boosting customer satisfaction
WCCS Stewardship Event Response Lead IA Desk Property
CNC Claims /State Farm Temp
06.2020 - 05.2021
- Evaluated and estimated property and structural damage from storms and other losses using Xactimate and field photography, enabling accurate claim assessments and faster processing
- Completed inspections of losses, documenting scope of damages, photographs, and written and computer-assisted estimates with Xactimate, which improved documentation accuracy and claim turnaround
- Investigated and evaluated all relevant facts using claim management software to determine coverage, damages, and liability for first-party property claims, ensuring correct policy application
- Established timely and accurate claim and expense reserves using actuarial guidelines and reserve analysis tools, supporting proper financial planning for the portfolio
- Negotiated and conveyed claim settlements within authority limits, leveraging negotiation best practices and settlement software, resulting in fair resolutions and maintained client satisfaction
- Maintained an effective record system and documented claim file activities using Microsoft Word, ensuring all records were organized and audit-ready, which reduced retrieval time for case reviews
- Managed file inventory with MSB Integra, tracking case status to guarantee timely resolution, which kept case turnaround within company targets
- Utilized Xactimate and MSB Integra claim estimating systems to produce accurate repair estimates, improving claim settlement accuracy and client satisfaction
Commercial IA Team Lead Auto General Loss & Total Loss
Adjuster Adjusting /Amazon Temp
02.2020 - 05.2020
- Evaluated and estimated property and structural damage from storms and other losses using Xactimate and Excel, enabling accurate claim valuations
- Completed inspections of losses, documenting accurate damage scopes, photographs, and written estimates with digital imaging tools, which accelerated claim processing
- Investigated and evaluated all relevant facts, reviewing policy documents and incident reports to determine coverage, damages, and liability for first-party property claims, ensuring accurate claim decisions
- Established timely and accurate claim and expense reserves using Excel-based actuarial models, which reduced reserve variance and supported financial forecasting
- Negotiated and conveyed claim settlements within authority limits, achieving satisfactory resolutions while maintaining compliance with company policies
- Maintained an effective record system and documented claim file activities using Microsoft Excel and Office, ensuring adherence to established procedures and enabling faster case reviews
- Managed file inventory with Excel spreadsheets, enabling timely resolution of cases and reducing the backlog of pending files
- Maintained files in compliance with state regulations, preventing compliance violations and supporting audit readiness
- Utilized Xactimate, Symbility, and Simsol claim estimating systems to generate accurate repair estimates, improving estimate accuracy and client satisfaction
F.E.M.A, Disaster Housing Inspector
Vanguard Emergency Management
08.2018 - 02.2020
- Performed FEMA-approved disaster inspections, using the FEMA inspection software and Excel to document findings, ensuring compliance with federal guidelines
- Made appointments with disaster-affected residents, coordinating schedules via Microsoft Outlook and providing clear communication, which helped streamline the inspection process
- Inspected homes and properties for flood, wind, tornado, fire, and earthquake damage, applying analytical skills and Excel to assess damage severity and prioritize repairs
- Described, photographed, and recorded all disaster damage on residential and commercial properties using the FEMA-provided computer system and Microsoft Office suite, producing comprehensive reports that facilitated timely claim processing
Bodily Injury Claims Specialist
Crawford State Farm
02.2017 - 07.2018
- Manage, investigate, and resolve the injury portion of an insurance claim, read insurance policies, verify coverage, and prepare reports summarizing the results and contact all parties associated with the claim, interview clients, speak with witnesses, audit medical bills and other details on the treatment needed of those injured in an accident.
- Determining liability and negotiating with customers and other insurance carriers, keeping the financial processing of claims secure, updating files, and providing reports as requested.
- Continuous education regarding the automobile insurance laws in all states that we write in, verse multi line unit and the ability to handle multiple state and review complex liability claims and ensuring claims are resolved swiftly
- Educated policyholders about their coverage benefits, helping them understand how their policies applied to specific situations.
Education
Bachelor of Arts - Hospitality Management
Johnson & Wales University
Providence, RISkills
- Claims Adjusting
- Policy Interpretation
- Liability Analysis
- Subrogation & Recovery
- Litigation Management
- Risk Assessment
- Xactimate
- Symbility
- NexGen
- CCC One
- Guidewire
- Microsoft Office
- Project management
- Risk analysis and management
- Decision-making
- Team leadership and direction
Timeline
FEMA HPPCC Fire Program Manager III Team Lead
FEMA Flour
07.2024 - 08.2025
FEMA Disaster Housing Inspector 1099
WSP USA Inspection Services – FEMA
02.2024 - 04.2024
IA Team Lead Commercial General Liability/FedEx
Custard Adjusters - Gallagher Bassett Temp
08.2023 - 02.2024
IA Claims Adjuster Manager (AVM) Auto
Crawford Adjuster /State Farm Temp
08.2022 - 08.2023
Claims Total Loss Manager Auto
Custard Adjusters /Progressive Temp
05.2021 - 04.2022
WCCS Stewardship Event Response Lead IA Desk Property
CNC Claims /State Farm Temp
06.2020 - 05.2021
Commercial IA Team Lead Auto General Loss & Total Loss
Adjuster Adjusting /Amazon Temp
02.2020 - 05.2020
F.E.M.A, Disaster Housing Inspector
Vanguard Emergency Management
08.2018 - 02.2020
Bodily Injury Claims Specialist
Crawford State Farm
02.2017 - 07.2018
Bachelor of Arts - Hospitality Management
Johnson & Wales University