Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Mikyla Moody

Denver,CO
Mikyla Moody

Summary

Extensive experience in claims leadership and strategy development. Passionate about team building, developing and executing strategic vision, leading change to achieve quality outcomes and providing an excellent customer experience. Diverse management and leadership experience and a proven ability to quickly learn necessary technical skills to succeed in senior leadership positions. Organized and detail-oriented leader dedicated to improving efficiency, productivity and profitability through continuous process improvement. Passionate about building a culture rooted in diversity, equity and inclusion.

Overview

23
years of professional experience

Work History

Farmers Insurance

Head of Northeast Auto Claims
01.2021 - Current

Job overview

  • Lead northeast auto claims team that handles casualty claims, physical damage and direct repair program
  • Developed operational team and strategic approach with digital emphasis to handle claims for Toggle Auto and direct expansion
  • Diversity, equity and inclusion executive sponsor for Auto Claims Department
  • Strategic leadership to develop new DRP structure that was adopted nationally and successfully integrated two company approaches
  • Operational lead for integration of FWS P&C company and Farmers Auto Claims. Met or exceeded goals within 1 year through proactive identification of opportunities and implementing operational improvement plan
  • Coached, sponsored and mentored multiple leaders who promoted to roles of greater responsibility or new challenges to enhance their leadership experience
  • Completed Yale School of Management – Leading Effective Decision Making Program
  • Litigation team claim oversight up to $500, 000
  • Developed and implement digital claim handling solutions and model for insurance start up

East Auto Claims

Director
03.2014 - 02.2022

Job overview

  • Led Auto Regional Team that handled non-injury 1st and 3rd party casualty claims, total loss, and diminished value claims.
  • Built inside regional operation that included non-injury casualty; total loss; fire, theft and vandalism; diminished value and property departments.
  • Developed operational team and strategic approach to handle claims for Toggle Auto, Direct Expansion and Motion Auto.
  • Women’s Inclusion Network Grand Rapids ERG executive sponsor
  • Led East Zone Direct Repair Program Team expansion through policy growth period.
  • Graduated from UCLA Advanced Leadership Program. 10-month program to build enterprise mindset, execute external-facing research and deliver internal-facing proposals and designs, collaborate with peers, and develop key leadership skills.
  • Work with Product, Underwriting, Distribution and Government Affairs to improve profitability, customer retention and growth.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Monitored office workflow and administrative processes to keep operations running smoothly.
  • Spearheaded innovative approaches to resource allocation and strategic planning.

National Process And Strategy Team

Manager
03.2011 - 03.2014

Job overview

  • Project lead for First Notice of Loss scripting redesign
  • Worked with multiple business partners to design and implement new talking points approach and develop training plan for Contact Center
  • Led team that included representatives from throughout organization with purpose of developing national channel strategy and training program for Contact Center
  • Claims project lead for 21st Century Affinity Program
  • Worked with 21st Century marketing and product teams to expand and implement Affinity programs.
  • Accomplished multiple tasks within established timeframes.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
  • Developed and implemented business strategies to achieve business goals and stay competitive.

Auto Physical Damage

Operational Field Manager
02.2007 - 03.2011

Job overview

  • Led department from below expectations organization upon accepting role as manager to team that exceeded expectations, by developing the leadership team, establishing performance goals for employees and providing feedback on methods for reaching those milestones.
  • Coached and developed multiple supervisors on my team and on casualty team to achieve manager positions.
  • Led team on multiple projects to improve processes, including National Second Tow Pilot, multi-state territory redistribution, statewide Bristol West assignment and team integration.
  • Worked with multiple business partners, including National Catastrophe, Direct Repair Program, Training, and multiple state field leadership teams, to develop process changes and effectively utilize staff to ensure claims are handled efficiently during high volume situations.
  • Developed and presented Behavior Change Model to leadership within Colorado and Wyoming.
  • Performed quality control inspections on phases of field operations.
  • Monitored personnel performance to identify opportunities for improvement and develop solutions to productivity issues.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Met all Key Performance Indicators at 1 year point of department turnaround.

Farmers Insurance

Liability Claims Supervisor
01.2004 - 02.2007

Job overview

  • Led casualty team which handled multiple elements of claim handling - direct, attorney, and litigation.
  • Mentored and developed multiple individuals to achieve leadership roles.
  • Monitored team performance, enforcing compliance with corporate claims processes and procedures.
  • Investigated, evaluated and adjusted multi-line claims in accordance with standards and laws.
  • Optimized case management with establishment of best practices.
  • Built talented teams of 6-12 claims administrators dedicated to timely and compliant resolutions.
  • Worked as part of various system improvement and process improvement project teams.

Farmers Insurance Company

Liability Claims Representative
10.2000 - 01.2004

Job overview

  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Analyzed and addressed escalated claims to resolve issues quickly.
  • Collaborated with internal departments and external vendors to achieve fast resolution of claims.
  • Followed up with customers on unresolved issues.
  • Researched and analyzed complex claims to determine next steps and possible outcomes.
  • Negotiated claim settlements with claimants and attorneys to resolve claims efficiently and fairly.
  • Maintained strong knowledge of basic medical terminology to better understand services and procedures.
  • Volunteered as subject matter expert of new claim system

Education

University of Colorado
Denver

Bachelor of Science from Biology

University Overview

Skills

  • Leadership
  • Business Process Improvement
  • Leading Change
  • Operational Efficiency
  • Team Building
  • Analytical Skills
  • Customer Service
  • Claims
  • Coaching
  • Strategic Thinking

Timeline

Head of Northeast Auto Claims
Farmers Insurance
01.2021 - Current
Director
East Auto Claims
03.2014 - 02.2022
Manager
National Process And Strategy Team
03.2011 - 03.2014
Operational Field Manager
Auto Physical Damage
02.2007 - 03.2011
Liability Claims Supervisor
Farmers Insurance
01.2004 - 02.2007
Liability Claims Representative
Farmers Insurance Company
10.2000 - 01.2004
University of Colorado
Bachelor of Science from Biology

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Mikyla Moody