Luke Gerrells
Liberty Lake
Summary
Analytical and results-oriented professional with a passion for understanding complex systems and delivering measurable impact. Experience with project management and adept at handling projects with multiple moving parts. Skilled at simplifying complex concepts for diverse audiences and developing innovative solutions to both recurring and unique challenges. Thrive in fast-paced environments with shifting priorities, consistently demonstrating strong attention to detail and the ability to learn and apply new concepts quickly. Highly effective at working independently and managing time, with a collaborative approach to partnering with leadership to implement accurate and effective programs.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Supervisor, Ops Process Support
Liberty Mutual Insurance
01.2017 - Current
- Supervises and evaluates the work of the support staff; assists with the prioritization of work, assigning tasks to staff and monitoring progress and quality
- Collaborates with cross-functional stakeholders to identify business needs and define objectives. Includes developing and prioritizing new processes for the Support, facilitating implementation through training, ongoing support, and monitoring effectiveness.
- Assists others with escalations, resolving routine problems, interpretation of policies, procedures, and guidelines
- Uses the objective setting and performance evaluation processes to ensure employees understand the expectations, receive regular feedback, and are appropriately rewarded
- Deals decisively with performance and/or conduct issues using the performance management process
- Promotes employee development through effective planning, verbal and written communications, and cross-training
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Insurance Assistant
Liberty Mutual Insurance
01.2015 - 01.2017
- Includes creating SOP and best practices, making adjustments, and communicating feedback
- Data Entry, processing payments, document retrieval, updating claims, creating and reformatting reports
- Customer Service: required to take FNOL calls from customers to support the call center when call volumes exceeded capacity
- Communicate regularly with internal customers and stakeholders
- Includes problem solving, providing feedback, education of support processes, and providing insight to current practices
- Desk management - prioritizing tasks and adhering to strict SLA deadlines
- Regularly collaborate with team members, includes training, problem solving, facilitating huddles, and engaging them to build and promote a strong team culture
- Continuous Improvement - worked with Supervisor, peers, and stakeholders to identify opportunities for process improvements which typically lead to improved efficiency and quality
Education
BBA - Business Management
Eastern Washington University
Cheney, WABBA - Human Resources Management
Eastern Washington University
Cheney, WASkills
- Team Leadership
- Cross-Functional Collaboration
- Effective Problem-Solving
- Verbal and Written Communication
- Critical Thinking
- Adaptability
- Presentation Skills
- Proficient in Multiple LM Program Applications
- Inventory control
Accomplishments
Recent OSPE Ratings
2021 - 10
2022 - 15
2023 - 13
2024 - Positive Impact (Extraordinary in 2 Objectives)
Achievements And Projects
P&PS Fun Committee
Build a vibrant community within our organization by working with other leaders to design engaging activities that entertain and strengthen team bonds that cater to diverse interests.
Liberty Lake Discovery Days
Currently working with other leaders in P&PS to host and represent our department at the Liberty Lake office in June.
Migration of State Auto Medicare
Creating processes to align to LM medicare reporting, includes collaborating with Compliance and other stakeholders.
OCAS, RCS, LNW Retirement
Collaborating with project managers to work towards the retirement of legacy claim systems. Includes the examination of open claims, jumping them to Navigator, ensuring coverage is carrid over, and Medicare reporting is completed.
MA DOR
Working with Compliance and product owners to create a process for PL and SC to perform Lien Searches before payments
Certification
- Adjuster's License
Timeline
Supervisor, Ops Process Support
Liberty Mutual Insurance
01.2017 - Current
Insurance Assistant
Liberty Mutual Insurance
01.2015 - 01.2017
BBA - Business Management
Eastern Washington University
BBA - Human Resources Management
Eastern Washington University
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