Michael Paxson
Spokane Valley,WA
Summary
Results-driven experienced claims professional with a proven track record in consistently achieving goals. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
Work History
Tier 3 Claim Owner II
Farmers Insurance Company
01.2024 - Current
- Developed and executed business strategies to enhance operational efficiency.
- Managed daily operations, ensuring high-quality service and customer satisfaction.
- Mentored staff, fostering a collaborative work environment.
- Established a positive workplace culture as part of an employee engagement team.
- Developed and maintained strong relationships with customers to settle and manage claims.
- Negotiations with attorneys to settle and resolve claims.
- Coverage and liability investigation
- Delivered exceptional customer service by addressing inquiries and resolving issues efficiently.
- Processed insurance claims accurately, ensuring compliance with company policies and regulatory standards.
- Mentored new staff on service protocols, improving team performance and customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving insurance-related inquiries and concerns.
Senior Casualty Claims Specialist
PEMCO Insurance
11.2021 - Current
- Team manager back up
- Lead and facilitate team meetings
- Mentor new hires
- Hear 2-4 arbitration monthly in Arbitration Forums
- Medically Manage Claims
- Schedule and Review IME reports
- Direct deal negotiation in Bodily Injury settlements with authority up to $40,000
- Internal and External customer negotiation including attorney involvement
- Liability determination
- Claims investigation into applicable coverage
- Review and assess potential SIU red flags
- Comply with state laws and regulations
- Review Policy Conditions regarding specific state regulations of claims
- Review Policy Conditions regarding specific state regulations and policy language
- Excellent Customer Service
Claims Resolution Specialist II - Property Fast Path
Liberty Mutual Insurance
06.2013 - 11.2021
- Agent CSR
- Claims Resolution Specialist II, BI/Total Loss/No-Fault
- Worked and communicated with third party vendors on behalf of Liberty Mutual Claims
- Investigation losses Review and assess red flags pertaining to SIU
- Determine and evaluate coverages
- Mentored, Coached and Trained New Hires – No Fault
- Lead Tier Huddles – No Fault
- Create and facilitate single point lesson plans
- Team Manager Back-Up - No Fault
- Supported training and roll out of new materials
- Assist my team with the Continuous Improvement submissions
- Engaged & trained on the Liberty Management System and Continuous Improvement Environment
- Excellent Customer Service scores and shared best practices with teams
- Review Policy Conditions regarding specific state regulations of claims
- Review Policy Conditions regarding specific state regulations and policy language
- Medically Manage Claims
- Schedule and Review IME reports
- Direct deal negotiation in Bodily Injury settlements
- Internal and External customer negotiation
- Liability determination
- Comply with state laws and regulations
Education
No Degree - Business Administration Management
Western Governors University
12-2022
Medical Assistant
Apollo College Spokane Campus
Spokane, WA10.2004
General Studies
University High School
06.2001
Skills
- Customer relations
- Relationship building
- Verbal and written communication
- Negotiation
- Customer service
- Decision-making
- Teamwork and collaboration
- Organization
- Complaint handling
- Client education
- Policy review
- Attention to detail
- Coverage determination
- Critical thinking
- Claims processing
- Problem-solving
- Multitasking
- Claims investigation
- Dispute resolution
Accomplishments
- Nominated for Passion of Excellence 2025
- Exceeded all objective for 2024/2025 with Farmers.
- Member of the Employee Engagement Committee with Farmers
- Mentor to new hires with Farmers
- Mentor for Regional Tier 2 injury handling pilot with Farmers
- Meeting/exceeding performance expectations with PEMCO
- Completed multiple process improvements/implementations for PEMCO standard of work
- Part of pilot for online scheduling of adjuster for customer interactions with PEMCO
Timeline
Tier 3 Claim Owner II
Farmers Insurance Company
01.2024 - Current
Senior Casualty Claims Specialist
PEMCO Insurance
11.2021 - Current
Claims Resolution Specialist II - Property Fast Path
Liberty Mutual Insurance
06.2013 - 11.2021
General Studies
University High School
No Degree - Business Administration Management
Western Governors University
Medical Assistant
Apollo College Spokane Campus