Maria Johnson
Smyrna,GA
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Special Lines Catastrophe Manager
Progressive Insurance Company
01.2023 - Current
- Develops individual response plans and is responsible for executing day to day catastrophe response operations
- Collaborates with Claims Control and Zone Process Leaders on national resource management solutions, staff support and deployment during periods of non-weather activity
- Works with the Zone Catastrophe Response Process Leaders to ensure ample field preparation for all catastrophe events and locally handled Weather-Related Events
- Extensive knowledge of Special Lines Product
- Review and authorize auto and special lines estimates, claims settlements, coverage and liability as required
- Through research and consultation, helps the Senior Manager - Catastrophe in determining the anticipated scope of the event and related logistical challenges including, event forecasting and initiating processes necessary to manage response efforts
- Responsible for day-to-day operational oversight including but not limited to: confirming that drive-in locations, staging areas and other field stations are proximal to the areas most affected by the storm; compliance maintenance and deployment of catastrophe fleet and equipment; and, management of production based resolution
- Facilitates the QA effort for catastrophic event responses
- Handles weather consultation and management for customer states, including supporting complex non-catastrophic weather for multiline products
- Supports, develops, and directs work virtually
- Serves as point of contact for Non-Claims business units who support Catastrophe response strategy or have associated risks.
Special Lines Catastrophe Supervisor
Progressive Insurance Company
01.2019 - 01.2023
- Reviewed claims handling to ensure standards are being met and claims are on track for timely accurate resolution
- Determines the need for additional resources when complexity escalates
- Reviewed and authorized auto and special lines estimates, claims settlements, coverage, and liability as required
- Responded to elevated inquiries and complaints; resolved and/or further elevates issues as they arise
- Identified performance trends and directed the remediation of team member performance deficiencies
- Developed workflow models and triage process during CAT response and Stand Down
- Maintained accountability for day-to-day management processes such as, performance management, coaching, development, and training of claims representatives
- Implemented Claims initiatives via appropriate change management channels.
Managed Repair Supervisor-PEG
Progressive Insurance Company
01.2018 - 01.2019
- Maintained accountability for day-to-day management processes such as, performance management, coaching and development, and training of claims reps
- Implemented Claims initiatives and processes and was responsible for organizational initiatives that improved the overall work environment
- Reviewed and authorized claims settlements, coverage, and liability as required
- Identified performance trends and directed the remediation of team member performance deficiencies
- Responded to elevated inquiries and complaints; resolved and/or further elevated issues as they arose
- Reviewed claims handling to ensure standards were being met and claims were on track for timely and accurate resolution.
Service Center Supervisor
Progressive Insurance Company
01.2014 - 01.2018
- Managed a team of direct reports
- Managed Service Center shops to ensure accurate outcomes
- Reviewed claims handling to ensure standards are being met accurately
- Reviewed and authorized claims over the limits of direct reports
- Maintained a high level of customer service and improved work environment
- Coached and developed direct reports to assist with career and professional development
- Identified and addressed individual performance management issues.
Managed Repair Representative Supervisor
Progressive Insurance Company
01.2009 - 01.2014
- Executed daily administration of the managed repair process
- Supervised, coached, and developed Managed Repair Representatives to ensure quality outcomes and a superior customer experience
- Monitored claims to ensure file handling is compliant with established standards
- Supported initiatives that cultivated a positive and satisfying work environment
- Maintained accountability for team performance.
Claims Supervisor
Progressive Insurance Company
01.2007 - 01.2009
- Maintained accountability for day-to-day management processes such as performance management, coaching and development, and training Claims Reps
- Reviewed claims handling to ensure claims standards were met and claims were on track for accurate resolution
- Implemented Claims initiatives via appropriate change management channels that improved overall work environment
- Directly supervised a team of Claims Representatives
Claims Generalist
Progressive Insurance Company
01.2006 - 01.2007
- Determined the most efficient sequence of activities to make timely contact with all relevant parties
- Completed accurate estimates and total losses
- Gathered information on the status and treatment needs of potentially injured person(s)
- Evaluated and settled unrepresented bodily injury claims
- Managed claim inventory workload
- Recognized applicable exposures
- Recognized subro opportunities
- Maintained excellent customer service.
Education
Master of Strategic Leadership -
LeTourneau University
Longview, TXMaster of Public Administration -
University of New Orleans
New Orleans, LABachelor Of Science - Business Economics
Florida A&M University
Skills
- Proficient in Microsoft Office, Word Perfect Office, Power Point and Mitchell Cloud Estimating
- Verbal and written communication
- Complex Problem-Solving
- Team Leadership
- Staff Management
- Strategic Planning
- Operations Management
- Cross-Functional Teamwork
- Performance Management
- Staff Development
- Policy Implementation
- Negotiation
Adjuster Licenses
LA, SC, NC, WI, FL, TX, RI,
Timeline
Special Lines Catastrophe Manager
Progressive Insurance Company
01.2023 - Current
Special Lines Catastrophe Supervisor
Progressive Insurance Company
01.2019 - 01.2023
Managed Repair Supervisor-PEG
Progressive Insurance Company
01.2018 - 01.2019
Service Center Supervisor
Progressive Insurance Company
01.2014 - 01.2018
Managed Repair Representative Supervisor
Progressive Insurance Company
01.2009 - 01.2014
Claims Supervisor
Progressive Insurance Company
01.2007 - 01.2009
Claims Generalist
Progressive Insurance Company
01.2006 - 01.2007
Master of Strategic Leadership -
LeTourneau University
Master of Public Administration -
University of New Orleans
Bachelor Of Science - Business Economics
Florida A&M University