L. MacKenzie Walker

I have relocated to Charlotte, North Carolina from the Dallas, Texas area. My goal is to obtain a position within a dedicated, committed and results driven company that provides opportunity to utilize my existing examiner and leadership skills; while diversifying my portfolio in honing my skills, gaining additional knowledge and continuing to pursue advancement potential throughout my career. You can expect a top quartile, results driven performance from me and/or my team. I will accomplish this by leading change, attracting top talent and mentoring my team. I will maximize my individual performance, support and help lead my team members by example via demonstrated coaching, gaining both their trust and buy in. I will work to exceed company expectations and goals. I will provide world class customer service, share best practices, drive productivity and maintain excellent quality. I will promote an environment leading to successfully meeting goals for the company enabling retention of current associates and customers, growth of new business and profitability for the company. I will help lead my team, as an associate and assist in mentoring by providing necessary coaching skills to build a team of driven associates who will surpass the company established goals and stand out in the available candidate pool for future promotional opportunities within the organization.

• Yellow Belt Certified- Lean Six Sigma
• SM18/19
• Licensed Resident State NC
• Non-Resident Licenses held in: SC, GA, FL, KY, LA, TX, OK, WY, NM

• Management/Leadership/Supervision: Management responsibility for leading a team of adjusters while managing workload/productivity, quality and ALP. Strong leadership and motivational qualities. Significant experience in handling human resource matters involving hiring, evaluations, coaching, training, and termination.
• Claims Experience: Extensive experience in handling and managing a team handling a wide range of claims- from liability/first party medical cases to complex bodily injury/fatality and advanced litigated files. Frequent interaction and high comfort level working with attorneys and legal professionals. Experience with personal auto, commercial auto, RV, fire, and theft claims. Experience in trials, arbitrations, mediations and other alternate dispute resolutions. Most recently, Claims Specialist experience on the fire side.
• Quality Control: Utilize one-on-one, phone monitoring, team coaching techniques, and file audits to establish quality performance. Establish benchmarks, to set goals, and measure progress toward goal achievement. Strategic planning, action plan/goal setting, budgeting and expense/revenue forecasting.
• Technical: Extensive PC knowledge in claims applications, MS Word, Excel, Workday, Webex, Zoom and virtual communications. Familiar with installation and training on proprietary systems.
• Work Ethic/Attitude: I believe in stepping up to over-deliver. Bachelors Degree - Advanced Claim Examiner and Claim Management knowledge - Leading change while maximizing performance and driving results - Advanced Litigation Management Quality control, process management and accountability - Superior customer service - Knowledge of virtual tools and business technology - Advanced workload management