Mandy McCain
Lakeland,USA
Summary
People‑first leader with 24 years of experience guiding teams, supporting individuals through complex challenges, and creating environments where people feel valued, heard, and empowered to grow. Blends a strong background in claims management with a deep commitment to relationship‑building, empathy, and community connection. Known for developing others through coaching, active listening, and clear communication that builds trust and confidence. Skilled at reducing friction in processes, improving satisfaction, and fostering cultures where both employees and volunteers can thrive. Brings a steady, compassionate leadership style that strengthens engagement, resolves conflict with care, and ensures every person feels supported in contributing their best.
Overview
28
28
years of professional experience
Work History
Self Employed Claims Consultant
Orange Auto Insurance, LLC
01.2024 - Current
- Develop claims department structure, workflows, SOPs, and performance metrics.
- Create processes for First Notice Of Loss, investigation, evaluation, settlement, subrogation, SIU referral, and litigation oversight.
- Recommend and support implementation of claims technology and reporting tools.
- Build training strategy, onboarding programs, technical training, and continuing education.
- Develop training materials for all level of claims handling.
- Provide hiring guidance and knowledge transfer to leadership.
First Party Medical Claims Manager
GEICO
05.2022 - 12.2023
- Strong interpersonal skills with a commitment to delivering exceptional customer service and fostering positive relationships with clients, colleagues, and partners.
- Excellent time‑management abilities, enabling effective prioritization and resource allocation to ensure timely claims resolution.
- Analytical, data‑driven decision‑making approach used to assess claims and support sound, well‑informed outcomes.
- Clear, professional written and verbal communication skills for effective collaboration across teams and departments..
- Proven ability to manage vendors and negotiate effectively to support efficient claims handling and achieve optimal outcomes.
- Demonstrated leadership and team‑management capabilities, with experience guiding and coordinating claims teams to meet performance and quality goals.
- Highly adaptable in a fast‑changing insurance environment, adjusting processes and strategies as needed to maintain efficiency and compliance.
- Strong interpersonal skills with a commitment to delivering exceptional customer service and fostering positive relationships with clients, colleagues, and partners.
- Excellent time‑management abilities, enabling effective prioritization and resource allocation to ensure timely claims resolution.
- Analytical, data‑driven decision‑making approach used to assess claims and support sound, well‑informed outcomes.
- Clear, professional written and verbal communication skills for effective collaboration across teams and departments.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support associates during challenging times.
Claims Call Center Manager
GEICO
10.2021 - 05.2022
- Inspired strong team performance through clear vision, empathy, and a commitment to shared success.
- Monitored claim trends and performance metrics to identify areas for improvement, implement corrective actions, and enhance operational effectiveness.
- Fostered a team environment that accelerated skill development.
- Mentored junior staff, enhancing team knowledge and reducing onboarding time.
- Developed peer coaching program, boosting team morale and productivity.
Claims Supervisor
GEICO
06.2017 - 05.2022
- Inspired strong team performance through clear vision, empathy, and a commitment to shared success.
- Analyzed claims workflows at GEICO, identifying bottlenecks and implementing strategic solutions.
- Led GEICO claims teams to exceed performance targets through strategic planning and execution.
- Ensure compliance with legal requirements and company policies throughout the claims handling process.
- Conduct regular performance evaluations, provide feedback, and facilitate training sessions to enhance team capabilities.
- Skilled in assessing the extent and severity of injuries sustained in auto accidents, including understanding medical reports, diagnostic tests, and treatment plans.
Claims Trainer
GEICO
07.2017 - 05.2020
- Lead the design, implementation, and continuous improvement of enterprise‑wide training programs for auto claims operations, ensuring alignment with organizational strategy, regulatory requirements, and performance goals.
- Oversee onboarding and development pathways for adjusters, supervisors, and emerging leaders, strengthening technical expertise, decision‑making, and customer‑focused claims handling.
- Analyze claim performance data, quality audit results, and trend reports to identify systemic knowledge gaps and drive targeted training interventions that reduce errors and improve cycle time.
- Develop training materials, learning modules, and job aids that simplify complex coverage, liability, and state‑specific regulations for diverse learner groups.
- Facilitate high‑impact workshops, coaching sessions, and skill‑building programs that elevate adjuster proficiency and support career progression.
- Mentor and support other trainers or training specialists, fostering a culture of continuous learning and professional excellence.
- Collaborated with subject matter experts and customers in course design, curriculum development and material creation.
- Consulted with various business unit leaders, keeping pulse on business to identify training needs and coordinate learning solutions.
Claims Associate
GEICO
09.1997 - 06.2017
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Developed in-depth understanding of insurance policies and procedures.
- Collaborated with internal departments and external vendors to resolve claims.
Education
Bachelor of Science - Elementary Education
Chowan University
Murfreesboro, NC05-1997
Skills
- Inspiring team morale
- Team leadership
- Skilled in data interpretation
- Developing talent through mentorship
- Talent acquisition
- Strategic program execution
- Strong verbal and non-verbal communication
- Orientation and onboarding
- Task management
- Training and Engagement
- Cultivating professional connections
- Collaborative partnership development
Timeline
Self Employed Claims Consultant
Orange Auto Insurance, LLC
01.2024 - Current
First Party Medical Claims Manager
GEICO
05.2022 - 12.2023
Claims Call Center Manager
GEICO
10.2021 - 05.2022
Claims Trainer
GEICO
07.2017 - 05.2020
Claims Supervisor
GEICO
06.2017 - 05.2022
Claims Associate
GEICO
09.1997 - 06.2017
Bachelor of Science - Elementary Education
Chowan University