Michele Burrell

Business Process Consultant Lead Consultant

Allstate
January 2016 - present

Developed and implemented consulting projects. Represented the business area in strategic planning activities and provided recommendations based on best practice benchmarking, data analysis, and forecasting.

• Designed multiple online self-learning courses utilizing Articulate, Storyline, and Canva.
• Developed and implemented a pilot program for new employees, incorporating an effective onboarding and training plan.

Senior Consultant I | Claims Learning and Development
Facilitated the development of training programs for auto and property claims operations, including new hire training and casualty and litigation instruction, both in-person and virtually.

• Developed a New Hire training course centered on hands-on experiential learning.
• Successfully coordinated timely revision of training material
• Facilitated the execution of several successful process improvement initiatives, driving positive outcomes and streamlined workflows.
• Created an interactive instructor led training course focused on evaluating injury claims, utilizing Storyline
• Developed and established a comprehensive onboarding procedure, covering I9 paperwork
• Designed and executed a comprehensive mentoring program that facilitated seamless integration of newly hired personnel

Passionate about learning and committed to continual improvement.

Adjudicated commercial general liability claims.

Overseeing a Claims Department with up to forty-two personnel handling Property, Casualty, and Workers Compensation claims

• Created monthly productivity reports to support productivity and align workloads utilizing Excel automations
• Managed claim system for improvements and updates required
• Managed vendor relationships
• Hiring and development of staff

Oversaw the training and development of claims personnel in areas such as Property Damage, Bodily Injury, Cargo, Workers' Compensation, and Subrogation to establish standardized processes and procedures. Additionally, managed the communication of results and compliance efforts to ensure adherence to state regulations and industry best practices in all aspects of claims management

• Created staffing model to improve productivity
• Introduced Steven Covey management principles of communication and accountability

Marketing Auto, Homeowners, Life, Health Insurance, and Investment accounts.

Expanded client base by diligently prospecting new leads and effectively presenting product offerings.

I managed a claims department comprising three supervisors, along with a team of up to twenty-five adjusters and clerical staff. Our office was responsible for managing bodily injury and litigated auto claims across Arizona, California, Nevada, and Colorado.

• Established quality assurance protocols
• Oversaw staff performance
• Delivered constructive feedback to encourage ongoing improvement.
• led initiative to open a new claims office and oversaw hiring of its departmental staff.

Continuing Unit Manager

Managed team of adjusters focused on settlement of reassigned pending claims to improve cycle time and settlement severity.

Litigation Manager

Responsible for the development and implementation of departmental policies and procedures related to injury claims management, resulting in increased efficiency and consistency across the team for litigated claims in AZ, CA, OR, WA, NV, NM, UT, and CO.

Divisional Manager

Oversaw claims offices in Arizona and Alaska, leading up to six teams comprising Managers, as well as field, phone, SIU adjusters, appraisers, and clerical staff, managing claims across AK, AZ, CA, OR, WA, NV, NM, UT, and CO. Developed training materials to unify processes and procedures for various sister companies following mergers, encompassing policy interpretation, process management, and system training.

• Project lead to create a new claims system and intranet resource page
• Created and implemented onboarding procedures

Unit Manager

I oversaw a team of 5-7 adjusters, encompassing phone adjusters, field adjusters, and appraisal staff. They operated across various states as resident adjusters, as well as in the Phoenix office, handling claims for Arizona.