Lindsey Thomas
Dunlap,IL
Summary
Accomplished leader at State Farm Insurance, adept in workforce management and operations oversight, significantly enhancing team performance and customer satisfaction. Skilled in motivational leadership and excellent communication, consistently achieving targets through innovative solutions and adaptability. Expertise in staff leadership and organizational skills, driving operational excellence and fostering a culture of teamwork and collaboration.
Overview
17
17
years of professional experience
Work History
Claim Section Manager
State Farm Insurance
06.2017 - 08.2019
- Responsible for management of 10 first line leaders and oversight of their teams, including hiring, training, coaching, performance management and salary activities
- Managed auto injury claims on behalf of the company, responsible for review and control of the operation's quality claim activities including investigations, claim payments and adjustment expense payments
- Engaged with internal and external counsel on litigation and legislative/regulatory activities
- Set team culture and vision, creating inclusive and high performing work environment; inspired and energized people to understand and achieve common goals
- Promoted and maintained a relentless focus on the customer when making decisions
Technology Manager
State Farm Insurance
06.2015 - 06.2017
- Developed suggestions for technical process improvements to optimize resources.
- Managed implementation of new technological improvements resulting in increased efficiency.
- Increased customer satisfaction by effectively managing stakeholder expectations and ensuring timely project completion.
- Developed detailed project plans outlining scope, schedule, resources, and deliverables to ensure all stakeholders were aligned on objectives and expectations.
- Ensured successful project implementation by closely tracking progress against milestones and adjusting plans as needed to address any deviations from the original timeline or budget constraints.
- Managed multiple concurrent projects efficiently by prioritizing tasks based on urgency, complexity, dependencies, and available resources.
- Continuously evaluated emerging trends and technologies in the field to identify opportunities for innovation within current or future projects.
- Improved team collaboration with regular communication, transparent task assignments, and clear expectations for each project phase.
Claim Team Manager
State Farm Insurance
06.2012 - 06.2015
- Trained, mentored and guided staff on investigation procedures, company policies and industry regulations.
- Fostered a positive work environment that encouraged collaboration and open communication within the claims team.
- Navigated complex insurance regulations, ensuring all claims adhered to industry standards and requirements.
- Made coverage recommendations to legal team members.
- Managed a high-performing claims team, consistently meeting or exceeding company targets.
Catastrophe Team Manager
State Farm Insurance
01.2010 - 06.2012
- Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
- Led employee relations through effective communication, coaching, training, and development.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
Claim Support Services Supervisor
State Farm Insurance
01.2009 - 01.2010
- Resolved escalated customer concerns effectively, demonstrating empathy while maintaining professionalism at all times.
- Developed comprehensive training materials to aid in the onboarding process for new employees.
- Reduced response time for customer inquiries by prioritizing tasks and delegating responsibilities effectively.
- Stayed current with industry trends and emerging technologies pertinent to the role, enabling proactive adaptation of support strategies to better serve clients.
Auto Claim Representative
State Farm Insurance
08.2002 - 12.2009
- Identified opportunities for subrogation recovery by thoroughly reviewing case details and relevant insurance policies.
- Participated in training seminars to stay current on industry trends and best practices for claims management.
- Investigated claim details thoroughly to identify potential fraud or misrepresentation, protecting company assets.
Education
Bachelor of Science - Psychology And Economics
Denison University
Granville, OhioCPCU, ChFC, CLU
The American College
Bryn Mawr, PennsylvanniaSkills
- Staff Leadership
- Workforce Management
- Operations Oversight
- Team Management
- Motivational Leadership
- Teamwork and Collaboration
- Excellent Communication
- Organizational Skills
- Attention to Detail
- Adaptability and Flexibility
Timeline
Claim Section Manager
State Farm Insurance
06.2017 - 08.2019
Technology Manager
State Farm Insurance
06.2015 - 06.2017
Claim Team Manager
State Farm Insurance
06.2012 - 06.2015
Catastrophe Team Manager
State Farm Insurance
01.2010 - 06.2012
Claim Support Services Supervisor
State Farm Insurance
01.2009 - 01.2010
Auto Claim Representative
State Farm Insurance
08.2002 - 12.2009
Bachelor of Science - Psychology And Economics
Denison University
CPCU, ChFC, CLU
The American College