MELANIE CHALUPA
Summary
Accomplished and licensed insurance professional with over a decade of experience driving operational excellence and profitability within the non-standard insurance industry. Expertise in claims management, project implementation, and training and development. Proven ability to analyze processes, implement strategic improvements, and mentor high-performing teams to exceed business goals.
Overview
24
24
years of professional experience
Work History
Auditor
Kemper
01.2021 - Current
- Serve as the claim's liaison, providing timely and accurate feedback on claim quality between American Access Casualty Company and Kemper Insurance.
- Analyze targeted claim data to identify opportunities for performance and process improvement.
- Partner with claims department leadership to foster communication and support business goals, maximizing departmental value.
- Continue to support AACC/Kemper Claims to Optimize Medicare compliance through technology and automation
Senior Claims Trainer
American Access Casualty Company
01.2018 - 01.2021
- Oversaw the development and creation of all training materials for the claims department.
- Designed and delivered comprehensive training programs for new hires and ongoing departmental development, including evaluations and assessments.
- Collaborated with management and subject matter experts to align training objectives with business needs.
- Managed content housed on the Claims Intranet and developed all training materials for new IT system integrations.
- Authored and documented various claims processes to standardize team procedures.
Auto Liability Claims Manager
American Access Casualty Company
01.2015 - 01.2018
- Managed a liability team handling complex claims involving physical damage, property damage, and injury features with complex coverage investigations.
- Developed action plans to ensure staff performance met or exceeded company expectations.
- Maintained a high level of customer interaction, ensuring clients were educated on the claims process.
- Ensured compliance with all state insurance regulatory guidelines.
Operations Specialist
American Access Casualty Company
01.2008 - 01.2018
- Led and managed cross-functional projects to streamline claims processes, reduce risk, and increase productivity and revenue.
- Managed the development and implementation of key system integrations, including Injury Time Demand Calendar, ISO Claims Reporting, and CMS Medicare Secondary Payer reporting.
- Collaborated with IT and project managers to define requirements, conduct testing, and manage audits for key systems, including the ECLDA New Claims Review Dashboard.
- Acted as the subject matter expert for all claims-related IT projects.
- Restructured the Subrogation Team, authoring a customized training guide that led to a 5% increase in recoveries and a drastic reduction in costs.
- Created process maps for all claims functions and collaborated with the database team on reporting to drive results.
Senior Adjuster
American Access Casualty Company
01.2011 - 01.2015
- Managed a high-volume caseload of complex auto liability claims, focusing on coverage investigations and bodily injury claims.
Insurance Consultant
Razors Edge Consulting
01.2011 - 06.2011
- Consulted on property/casualty issues to identify opportunities for increased productivity and profitability.
- Conducted detailed file reviews and provided coaching to adjusters, improving file accuracy.
Auto Liability Manager
Affirmative Insurance
01.2004 - 01.2010
- Managed the Fast-Track Unit, handling claims involving physical and property damage.
- DOI complaints in Illinois, Indiana, and Missouri reduced by over 23.9% in the first year.
Theft & Coverage Adjuster
Founders Insurance
01.2002 - 01.2004
- Managed a caseload of Theft, Fire, and Total Loss files, working closely with the Special Investigations Unit (SIU) on fraud investigations.
Education
Skills
- Claims Management
- Process Improvement
- Project Management
- Training & Development
- Complex Problem-Solving
- Compliance & Auditing
- Operational Analysis
- Change Management
Timeline
Auditor
Kemper
01.2021 - Current
Senior Claims Trainer
American Access Casualty Company
01.2018 - 01.2021
Auto Liability Claims Manager
American Access Casualty Company
01.2015 - 01.2018
Senior Adjuster
American Access Casualty Company
01.2011 - 01.2015
Insurance Consultant
Razors Edge Consulting
01.2011 - 06.2011
Operations Specialist
American Access Casualty Company
01.2008 - 01.2018
Auto Liability Manager
Affirmative Insurance
01.2004 - 01.2010
Theft & Coverage Adjuster
Founders Insurance
01.2002 - 01.2004
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