Summary
Overview
Work History
Education
Additional Experience
Timeline
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Marisa Mahany

Albany,NY

Summary

Dynamic and results-oriented professional with 8+ years combined experience as an auto claims adjuster and SIU Investigator. Excelled in roles requiring critical thinking and team building, notably improving SIU team's file quality by 40%. Proficient in Excel and adept at coaching, consistently driving operational excellence and innovation.

Overview

9
9
years of professional experience

Work History

Claims Resolution Representative II

Liberty Mutual
11.2024 - Current
  • Reduced claim resolution times with thorough investigation and effective communication among involved parties.
  • Achieved high customer satisfaction ratings by providing prompt, empathetic, and accurate resolutions to claims.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Completed coverage and liability investigations, communicating outcomes to all involved parties.

Business Analyst I

Liberty Mutual
08.2023 - 11.2024
  • Assisted in project management for rollout of Workforce Management (WFM) to entire Medical Management department.
  • Supported multiple lines of business, including Medical Management and SIU, learning their unique processes and addressing individual needs.
  • Analyzes hundreds of claims weekly, strategizing and identifying the ideal placement and workflow.
  • Improved business processes by analyzing current practices and recommending optimization strategies.
  • Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
  • Heavy analysis requirements with frequent use of Excel, Office, PowerBI, Jira, Analytics requests.

Training Specialist II

Liberty Mutual
12.2022 - 08.2023
  • Provides training and feedback to new adjusters in order to generate more efficient claims handling
  • Evaluates effectiveness of training program and adjusts based on weekly PowerBI metric reports
  • Collaborates with multiple internal partners, including senior leaders, operations, and process to align and problem solve, in order to achieve operational excellence
  • Facilitates group and individual enrichment sessions
  • Monitors live chat to assist new adjusters with claims questions, holds weekly office hours and liability roundtables
  • Completes adjuster call reviews, file reviews, and delivers written observations to assist with coaching and development
  • Leads moderately complex projects, including developing solutions and providing feedback on process updates/changes
  • Promoted a culture of continuous improvement by conducting regular follow-ups with trainees post-training sessions.

SIU Investigator I

Liberty Mutual
09.2021 - 12.2022
  • Prepared detailed investigation reports for management teams and legal departments, facilitating effective decision-making processes.
  • Collects, analyzes and interprets information, documentation, and physical evidence associated with investigations.
  • Developed strong relationships with internal stakeholders and external partners to optimize resources during investigations.
  • Collaborates with peers and upper management to improve investigative processes.
  • Designed training presentation that educated claim adjusters about common fraud schemes they may encounter during their work.
  • Supported other departments within the organization by providing guidance on recognizing fraudulent behaviors or red flags in claims processing procedures.
  • Mentoring and coaching new hires within the SIU department.
  • Took initiative to improve team's file quality results by 40%.
  • Attended continuing education courses to stay current on emerging trends in the field of insurance fraud detection and prevention.

Claims Resolution Specialist, APD

Liberty Mutual
07.2016 - 09.2021
  • Handled Auto Theft, Fire and Fuel Contamination Claims on a Specialty Team from February 2021-September 2021.
  • Completed Special Investigations Unit Mentorship and Litigation Development Program in order to learn areas of the business outside of current role.
  • Spearheaded training initiatives for newer team members, fostering a positive work environment and promoting professional growth.
  • Negotiated settlements with policyholders and claimants.
  • Complex coverage and liability investigations.
  • Specialty claims handling including policy limits, specialty vehicles, total loss, and excess coverage.
  • Completed CRS Development Program to learn the handling of more complex auto claims.
  • 4th Quarter 2018 Top Performer for Albany.
  • Presented the roll out of digital opportunities(SMS) to the office.
  • 4th Quarter 2016 QI winner for Albany.
  • Explained policy coverage, liability and denials to policyholders, lawyers, and other involved parties.
  • Contributed to team success by consistently meeting or exceeding individual performance metrics for claim resolution.

Education

Liberal Arts and Science - Humanities and Social Science

Hudson Valley Community College
Troy, NY
2005

High School Diploma -

Shaker High School
Latham, NY
2003

Additional Experience

Personal Banker, Citizens Bank

Latham, NY | November 2015 - June 2016

Retail Sales Consultant , AT&T Mobility

Albany, NY | November 2004 - November 2015

Timeline

Claims Resolution Representative II

Liberty Mutual
11.2024 - Current

Business Analyst I

Liberty Mutual
08.2023 - 11.2024

Training Specialist II

Liberty Mutual
12.2022 - 08.2023

SIU Investigator I

Liberty Mutual
09.2021 - 12.2022

Claims Resolution Specialist, APD

Liberty Mutual
07.2016 - 09.2021

Liberal Arts and Science - Humanities and Social Science

Hudson Valley Community College

High School Diploma -

Shaker High School

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