Megan Holzapfel
Colorado Springs,CO
Summary
Personal dedication to fulfilling the mission of the association though passion for education, creative problem solving, and mentoring. Experienced Instructional Designer II with a proven track record of developing engaging and effective training programs. Skilled in utilizing various instructional design models and technologies to deliver high-quality learning experiences. Passionate about enhancing learning outcomes through innovative design strategies and collaborative teamwork. Resourceful and innovative Instructional Designer experienced in e-learning and curriculum development for wide variety of cultural and professional backgrounds. Offering insightful analysis of content and design to create value-added learning programs that achieve desired business outcomes. Strong communication and interpersonal skills to build relationships with stakeholders and assess learning needs.
Overview
14
14
years of professional experience
1
1
Certification
Work History
INSTRUCTIONAL DESIGNER II
USAA
07.2022 - Current
- Act as a instructional designer for property claims design team.
- Designs and develops interactive facilitator-led and online eLearning content with design software to include: Articulate 360, Adobe Photoshop and Microsoft Office
- As design course lead for VDAP Interior, VDAP Exterior and DHOP property courses I ensure consistency, quality, and appropriate use of course content.
- Assesses the learning outcomes for learners that needs to be achieved and understands the performance expectations and gaps, and assists in deriving the appropriate learning solution.
- Participates in peer-to-peer reviews to ensure consistency, quality, and appropriate use of course content guidelines.
- Designed engaging and interactive eLearning modules.
- Collaborated with subject matter experts to ensure accurate content.
- Conducted post-training evaluations to measure effectiveness of instruction and identify areas for continuous improvement.
- Managed multiple projects simultaneously while maintaining high-quality deliverables under tight deadlines.
- Incorporated best practices in instructional design methodologies like ADDIE, SAM, and Agile into project workflows.
- Evaluated training programs for effectiveness and made improvements as needed.
FACILITATOR II
USAA
12.2019 - 07.2022
- Act as a property claims facilitator leading upskill and pipeline classes.
- Facilitate property claims technical skills and customer service classes in multiple learning environments including classrooms, labs and virtual in office or work at home.
- Provide effective developmental performance coaching to students to increase desired results.
- Support peers, management and design team on initiatives and help develop curriculum and learning solutions.
- Train and support peer facilitators on new classes and curriculum.
- Facilitated pipeline classes in the classroom and virtual work at home with up to 20 students in a class.
- Facilitated upskill property claims classes of PA2, PA1, VDAP, Field Adjuster introduction, DHOP, Wind and Hail and Earthquake.
- Collaborated with design team on processing revisions while utilizing design tools to include Articulate Storyline 360 and Adobe Suite.
- Design and developed interactive lessons to enhance learning for all learning styles with a focus on hands on learning in the virtual environment.
- Identified technical, contents and major revisions in upskill and new hire classes to ensure consistency and quality for course.
- Trained new and seasoned facilitators on new virtual desk adjusting class curriculum and facilitation process.
- Created and maintained facilitator guides and student welcome emails for upskill property claims classes.
- Maintained accountability for performance results and learning solutions effectiveness for students and course materials.
- Used diverse teaching materials and motivational approaches to reduce learning gaps and instruct students.
- Enhanced program effectiveness by collaborating with colleagues to review and revise curriculum content regularly.
PROPERTY CLAIMS ADJUSTER I - Condo Team
USAA
01.2017 - 01.2019
- Act as a property adjuster handling complex first party and liability claims.
- Process property claims by investigating losses, determining coverage, determine subrogation opportunities, completing liability evaluations and negotiating settlements while managing the customer experience.
- Serve as a liaison between members, HOA, claimant and master carriers while providing world class customer service to all parties involved in the claims process.
- Build team cooperation with a mix of work at home and office team members to support the one team one mission goal.
- Member of the Condo Policy Team 40 person team hand selected program focused on changing processes and making condo claims less stressful for our membership and adjusters.
- Created out of office plan for team and made adjustment after trial phase for effective work flow process.
- Created new mentoring program for seasoned adjusters while increasing participation and tracking of progress.
- Set up and lead CO in office and companywide work at home team's presentation on condo practices refresher in team meetings.
- Skilled interpretation of legal documents such as homeowner's association bylaws, covenants, conditions& regulations, comparative negligence, and landlord/tenant laws.
- Knowledgeable handling of complex property claims to include multiple exposures, claimants, liability, and high dollar claims.
PROPERTY ADJUSTER II
USAA
01.2015 - 01.2017
- Property claims adjuster evaluating moderately complex claims filed on homeowner's policies and other property lines of business.
- Served as team mentoring POC-reached 100% team participation on the mentoring 4 tier program.
- Investigated claims by reviewing policy contracts to determine claim coverage based on cause and facts of loss.
- Prepared sketch of floor plan and roofline and entered data into Xactimate to develop line-by-line item costs of damages.
- Coordinated and managed field investigations, outside engineers, contractors and cause and origin experts.
- Enhanced customer satisfaction by providing timely and empathetic communication throughout the claim process.
- Handled moderately complex property claims with the used of estimating software and other online tools to determine coverage and best handling practices.
PROPERTY ADJUSTER III
USAA
01.2014 - 01.2015
- Responsible for handling simple claims on VPP, renters and homeowner's policy that could be paid and closed in one call or with minimal investigation.
- Chosen for several Special Projects to assist members of other team's to include managing desktops for those out of office and consistently surging the desks of upper level adjusters to ensure claims were processed in a timely manner.
- Improved claim resolution times by efficiently managing a caseload of property claims.
- Expedited claim processing times through diligent file management, including thorough documentation of claim notes, photographs, and correspondence.
FINANCIAL INSTITUTIONAL SERVICES REPRESENTATIVE
T. Rowe Price
01.2010 - 01.2013
- Responsible for processing phone and written transaction for customers and financial advisors in accordance with FINRA regulations.
- Severed as quality assurance representative responsible for auditing team's financial transactions for quality and regulation compliance.
- Prepare and present quality adherence reports to upper management in meetings.
- Audited financial transactions for accuracy, compliance and adherence to federal regulations.
- Reviewed findings of audit for causes of issues and developed personalized coaching or team process changes.
- Co-chair of Volunteer Committee focused on increasing site participation and developing new volunteer opportunities.
- Completed FINRA Series 6 and 63.
- Coaching team member with a focus on increasing quality and regulation compliance.
Education
CPCU
04.2020
BACHELOR OF SCIENCE -
Oklahoma State University
01.2020
Skills
- E-learning development
- Storyboarding
- Project management
- Upskill course lead
- Level 3 Xactimate Certified
- CAT Adjuster Deployment
- Articulate Storyline 360 and Adobe Suite
- Curriculum Development
- Video Editing
- Assessment Design
- Training Program Design
Certification
CPCU
Timeline
INSTRUCTIONAL DESIGNER II
USAA
07.2022 - Current
FACILITATOR II
USAA
12.2019 - 07.2022
PROPERTY CLAIMS ADJUSTER I - Condo Team
USAA
01.2017 - 01.2019
PROPERTY ADJUSTER II
USAA
01.2015 - 01.2017
PROPERTY ADJUSTER III
USAA
01.2014 - 01.2015
FINANCIAL INSTITUTIONAL SERVICES REPRESENTATIVE
T. Rowe Price
01.2010 - 01.2013
CPCU
BACHELOR OF SCIENCE -
Oklahoma State University