O’NEALE BAPTISTE

• Development of talent, participating in the hiring, coaching, and performance management processes.
• Manage the daily operations of multiple departments to maximize efficiency.
• Monitor customer feedback and implemented changes as needed to enhance service quality.
• Develop and maintain relationships with stakeholders and vendors.
• Establish operational policies, procedures, standards, and objectives in alignment with organizational goals.
• Utilize problem solving skills to anticipate potential risks or obstacles within the organization.

• Manage, investigate, and resolve large loss personal property claims
• Perform on-site inspections of losses to capture specific detail to ensure accurate pricing during itemization
• Investigate and evaluate coverage, liability, and damages; settle claims within prescribed authority levels
• Identify and report potential claims indicators for escalated investigation
• Identified improvement opportunities and recommended process efficiencies to enhance customer service

Selected Achievements:

• Assist in training, coaching, and on-boarding new Claims Resolution Specialists
• Currently mentoring within our Examining department to obtain in-depth knowledge and insight into our claims decision processes
• I currently serve as a subject matter expert for our regional field department, coaching and advising on claims related topics
• Selected as an analytical liaison for our estimating vendor

• Research, manipulate and prepared complex data to document program activities and capture results.
• Consulted with clients on a regular basis to ensure it is aligned with their expectations.
• Communicate complex information in clear concise manner.
• Acted as a business technical expert in the planning, development and validation of strategies and processes.

• Mentored new hires, resulting in stronger staff development and increased productivity.
• Monitored and reported trainee progress, introducing new learning tools to address individual needs.
• Analyzed team performance and identified opportunities for additional training.
• Monitored participant workflow and behaviors throughout training process.
• Identified gaps in processes and procedures and made recommendations to management
• Coordinated training for new hires to impart information about company policies, requirements and performance strategies.

• Managed stakeholder engagement; facilitated communication with internal and external clients
• Completed claims investigations to identify exposure; completed vehicle analyses to determine the validity of injuries
• Determined claim value; negotiated and committed to settlements, and moved claims to closure
• Resolved complaints and participated in arbitration or grievance procedures as needed.

• Managed, investigated, and resolved claims; ensured prompt payments for qualified expenses and facilitated communication with clients to assist clients in transitioning back to pre-loss status
• Coordinated litigation and subrogation for both regular and complex claims
• Collaborated with internal and external stakeholders on special projects as assigned
• Managed partnerships with medical providers to determine and implement efficient billing solutions
• Selected Achievements:
• Authored and implemented regional policies for adjusters that improved overall claim processing efficacy
• Served as the Subject Matter Expert for No-Fault claims
• Assisted senior management in developing, managing, and monitoring the implementation of new initiatives and process improvements designed to solve root cause problems.

• Maintained an 18-acre campus; completed plumbing, carpentry, snow removal, and electrical projects
• Facilitated communication with department leaders to ensure all maintenance needs were met or exceeded
• Assisted senior management with planning and budget objectives; monitored expense controls
• Selected Achievements:
• Developed and implemented an improved communication workflow for the maintenance department that eliminated duplication and accounted for all requested tasks and work orders campus-wide.

• Hired, trained, and supervised Resident Assistants and overnight maintenance staff
• Managed monthly scheduling, ensured proper staffing levels, monitored staffing budget and expenses, oversaw ongoing employee development, and conducted routine performance evaluations
• Assisted families in securing permanent housing, employment, and educational opportunities
• Planned and facilitated meetings between residents, case managers, social workers, and Child Protective Services.