Nicole Hendrickson
Landenberg,PA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Training Team Manager
State Farm
Landenberg, PA
10.2023 - Current
- Developed and implemented training plans for new hires, existing staff, and management personnel.
- Created performance assessment forms to be used in the evaluation of employees' job skills.
- Conducted monthly meetings with team members to discuss progress, challenges, and goals.
- Coordinated with department heads to ensure that training needs were met efficiently.
- Organized and facilitated weekly trainings on topics such as customer service, safety protocols, and product knowledge.
- Maintained records of all employee certifications and training programs completed.
- Designed instructional materials including handouts, visual aids, manuals, multimedia visual displays, and online tutorials.
- Tracked progress of each trainee by administering pre-and post-training assessments.
- Provided feedback to improve program effectiveness through data analysis and surveys.
- Assessed the effectiveness of existing training programs by evaluating participant satisfaction levels using surveys or interviews.
Claim Team Manager
State Farm Insurance
Concordville, PA
01.1993 - Current
- Manage a team of 7 Claim Specialists to ensure quality claim handling and exceptional customer service.
- Developed each team member to their highest potential
- Trained new team members on policies and procedures for claims handling.
- Oversaw on boarding processes for new team members, delivering training on claims handling.
- Pursued continuing education and training programs to continue professional development.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Delivered exceptional customer service to all clients by effectively communicating information and actively listening to concerns.
- Evaluated and crafted responses to documents involved in lawsuits or potential legal action.
- Recommended coverage changes to legal counsel.
- Managed daily productivity by reviewing files, data and metric reports to identify trends and address behaviors.
- Prepared budgets, set departmental objectives and engaged in strategic development to organize claim team operations.
- Enabled claim team to carry out operations efficiently and accurately by providing procedural and informational guidance.
- Assessed performance of team members and assigned training or counseling to improve work outcomes.
- Led team projects, reviewed evaluations and managed payments.
- Hosted weekly meetings to discuss investigations and implement policy improvements.
- Adhered to industry fair claims practices and regulatory guidelines in processing Liability claims and maintained compliance throughout department.
- Stayed current on industry trends and changes and participated in professional development opportunities to strengthen product and service knowledge.
- Offered direction and gave constructive feedback to motivate team members.
Education
Bachelor of Arts - Business / HR Management
Immaculata University
Immaculata, PAMaster of Science - Organizational Behavior Studies
Capella University
Minneapolis, MNSkills
- Business expertise
- Superior work ethic
- Extensive claims and insurance knowledge
- Research skills
- High-energy attitude
- Effective team player
- Strong communication skills
- Resolution-oriented
- Superior organization skills
- Cheerful and energetic
- Planning And Coordination
- Clear Verbal Communication
- Verbal And Writing Communication
- Leadership And Workforce Development
- Customer Relationship Management
Certification
Senior Claims Law Associate Member
Property and Casualty license in all states that require a license
CPCU
INS
Timeline
Training Team Manager
State Farm
10.2023 - Current
Claim Team Manager
State Farm Insurance
01.1993 - Current
Bachelor of Arts - Business / HR Management
Immaculata University
Master of Science - Organizational Behavior Studies
Capella University
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