Nikki L. Vicario

• Designed and built multiple collaborative feedback-sharing processes, including building out Power Apps programming, large scale data storage and organizational systems, creation of standard operating procedures, and conducting test and learn stages for successful large-scale rollouts.
• Lead consultant in transition project transferring workstreams to alternate environments reducing expenses. Inclusive of analyzing processes for optimization and automation, supporting organizational changes by providing guidance on process adjustments, crafting, and delivering training materials to stakeholders, identifying risks, creating plans to mitigate, and reporting on progress, coordinating efforts of cross-functional teams to ensure all change activities are aligned, and supportive of a successful operational transition.
• Spearheaded root cause problem-solving project in conjunction with senior leadership, driven by data analytics and analytical reasoning to provide leadership oversight of mentors and reduce speed to proficiency gaps within new hires, resulting in project management of a ground-up build out of Nesting Division, positively impacting organizational culture, key performance indicators and a significant projected annualized savings.
• Created relationships with senior leadership and stakeholders within multiple areas of responsibility to complete and support organizational framework buildout of Nesting Division to produce a collaborative work product that aligned with Allstate’s vision, business goals, and culture.
• Designed and implemented mentor calibration process using various technology systems to build and support data collection and analysis, resulting in a 40% increase in alignment of observation scoring through targeted deployment of coaching and development tactics. Resulting in an increase of mentor effectiveness and reducing new hire speed to proficiency by 3 months as calculated with peer-to-peer KPI comparison.
• Supported mentor strategy plans and adherence through consistent coaching and development sessions, including performance management and design of Mentor Development weeks.
• Analyzed demand and capacity of mentor team’s work stream to support four nesting leader teams (with a 14 – 33 CSS span of control) and two training classes simultaneously using effective communication, technology resources, and development, maintenance, and analysis of operational and statistical data to create strategic development plans for Nesting Division and mentor team.

• Examined claims forms and other records to determine insurance coverage.
• Analyzed information gathered by investigations to report findings and recommendations.
• Reviewed police reports, and physical property damage to determine extent of liability.
• Established relationships with clients and insurance companies to foster timely claims resolution.
• Answered customer questions regarding deductibles.
• Verified insurance claims and determined fair amount for settlement.
• Negotiated with policyholders and claimants to reach mutually satisfactory resolutions.
• Documented all investigation activity and presented reports to management.
• Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
• Mitigated risks and increased profitability with well-developed strategies for reducing future claims and costs.
• Conducted day-to-day administrative tasks to maintain information files and process paperwork.
• Investigated and assessed damage to property and reviewed property damage estimates.

· Manage and effectively communicate processes that impact customer experience while managing loss costs to maintain and exceed AOR goals of a 90% 7-days to investigate, a 65% availability, and a lower than peer average of financials to open claims ratio, resulting in a 2021 Golden Compass recognition Award and consistent “better than expected” end of year rating.

· Research and respond to inquiries within service levels, including with all claim’s participants, that produce high customer satisfaction and manage impacts to future work stream demands through critical and creative thinking.

· Manage lost cost impacts through rapid relation building and effective negotiation of claims settlements, utilizing technology to approve and process property inspections with claims payments.

· Leveraged organizational efficiencies to manage desk load on seven new claims daily while consistently maintaining an Expected to Better Than Expected rating.

· Design and facilitate peer-to-peer development sessions in collaboration with leadership teams.