PAULA PETKE-MCCARTY
Buckeye,AZ
Summary
Results-driven professional prepared to bring a blend of strategic vision and hands-on leadership to a dynamic organization. Background includes managing multiple offices and clients, driving operational improvements, and spearheading initiatives that align with company goals. Known for fostering team collaboration and consistently achieving results, with core skills in leadership and strategic planning.
Overview
31
31
years of professional experience
Work History
West Regional Manager
Catholic Mutual Group
Arizona
12.2024 - 04.2025
- Fostered, cultivated, built, and oversaw the relationship between Catholic Mutual and its West Regional members to build and maintain strong, long-lasting relationships.
- Developed and maintained positive working relationships with regional members by ensuring the exceptional, prompt, and efficient delivery of customer service, risk management, and claim services.
- Directed, developed, and supervised four service offices in the region as well as the regional office staff.
- Created and implemented new and strategic regional plans.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led or directed the hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to company officers.
- Established and implemented claim and risk management quality control measures to achieve company-wide goals and initiatives within the region.
- Defined, implemented, and revised company operational policies and guidelines.
- Collaborated with service office claim risk managers to share best practices, align strategies, and foster a spirit of teamwork across the organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Provided regular updates on regional performance to officers through comprehensive reporting and data-driven insights.
- Directed resource allocation efforts, maximizing utilization of personnel, materials, and equipment resources for efficient operations management.
- Led regional team meetings to discuss performance metrics, fostering culture of continuous improvement and accountability.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Established and maintained operational standards for 8 Catholic dioceses and 4 regional offices..
- Streamlined operational processes for increased efficiency by identifying areas of improvement and implementing necessary changes.
- Supervised staff to optimize initiatives and productivity.
- Mentored and developed high-potential employees for leadership roles through individualized career development plans and opportunities for growth.
- Boosted regional client relationships by implementing risk strategies, reporting and ensuring the same from direct reports, and fostering strong client relationships.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Supervised various locations, enforcing high-quality standards of operation.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
Operations Manager
Catholic Mutual Group
Saint Paul, MN
11.2022 - 12.2024
- Managed the overall operations of the service office by directing and supervising staff, maintaining good working relationships with clients, and ensuring the prompt, efficient and satisfactory handling of claims and risk management services.
- Oversaw the handling of claims by service office staff, including investigating and evaluating liability, verifying coverage, and negotiating a fair and equitable settlements.
- Oversaw the risk management services provided by the service office staff, including conducting annual safety inspections, monitoring risk management policies, and promoting safety awareness through educational seminars, writing of newsletters and distributing of other safety materials.
- Ensured client satisfaction by keeping policies current and identifying and resolving problems and concerns in a timely manner.
- Acted as liaison between the members/clients and home office.
- Directed and supervised the service office staff including interviewing, hiring and training new employees, establishing performance standards, evaluating staff performance, and assisting staff with employee relations issues.
- Planned, facilitated and presented at an annual risk management conference with over 500 attendees and multiple precentors.
- Managed the facilitation of the claims process by ensuring liability claims were accurately evaluated, investigated, and handled according to procedures and guidelines.
- Updated the company claims manual and presented same to approximately 35 regional offices.
- Reviewed and updated procedures, forms and individual workloads to ensure efficiency and proper utilization of resources.
- Provided answers for coverage questions and handled complaints from member locations, vendors, insurers and claimants.
- Produced and analyzed claim and risk management reports to identify trends, improve performance and to make informed decisions.
- Collaborated with member CFO's and accounting teams on a regular basis.
- Presented at several member events on risk management, financial planning, and property maintenance.
- Oversaw annual safety inspections at each member location to assure compliance with company standards.
- Developed, implemented and monitored various risk management programs, policies and procedures to minimize loss and maximize retention.
- Presented report analysis and results at member's quarterly board meetings and audit committees.
- Oversaw the member's property appraisal process and accuracy.
- Assembled and led a core group of stakeholders that represented the client's business to create IT Cyber Standards.
Claim Risk Manager II
Catholic Mutual Group
Saint Paul, MN
11.2018 - 11.2022
- Conducted thorough analysis of historical data, helping identify patterns and trends in potential risks.
- Conducted regular audits of existing policies and procedures, ensuring their continued effectiveness in addressing organizational goals related to mitigating risks.
- Developed strong relationships with internal stakeholders, promoting a culture of risk awareness and accountability.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation.
- Collaborated with cross-functional teams to establish effective risk management practices across all business units.
- Reviewed contracts for potential liabilities or exposures, recommending adjustments as necessary to minimize overall legal and financial impact on the organization.
- Enhanced risk identification processes for early detection and mitigation of potential threats.
- Managed insurance programs efficiently, balancing coverage needs with budgetary constraints while maintaining adequate protection against losses.
- Instituted regular safety inspections and hazards management strategies.
- Trained employees on risk management best practices, empowering them to make informed decisions regarding potential risks.
- Evaluated emerging risks in the market through continuous monitoring and research, enabling proactive response measures.
- Reduced operational risks by implementing robust risk management strategies and procedures.
- Identified opportunities for process improvement and cost reduction through insightful analysis of current risk management practices.
- Employed strong program management skills to successfully define and manage ongoing initiatives designed to control church, school, and other religious entity risks.
- Fostered a culture of continuous improvement in risk management, encouraging feedback from employees to identify areas for enhancement.
- Created IT Cyber Risk Management Policy and trained all entities to safeguard digital assets and infrastructure and comply with insurance requirements.
- Completed and supervised employee safety inspections and provided risk management strategies.
- Enhanced effectiveness of risk communication strategies, ensuring clear and timely dissemination of risk-related information.
- Tailored risk management solutions to unique business unit needs, enhancing protection against specific operational risks.
- Implemented continuous improvement process for risk management program, ensuring it remains aligned with changing business needs and external challenges.
- Guided senior management in decision-making processes with risk-based insights, leading to more informed strategic choices.
- Facilitated culture of risk awareness throughout organization, conducting workshops and training programs for staff at all levels.
Claim Risk Manager I
Catholic Mutual Group
Saint Paul, MN
11.2013 - 11.2018
- Maintained exceptional working relationships with members by providing services requested and facilitating prompt, efficient and satisfactory handling of accounts.
- Directed the handling of claims by investigating and evaluating liability, verifying coverages, and negotiating fair and equitable settlements.
- Provided risk management services by conducting annual safety inspections, monitoring risk management policies, and promoting safety awareness through educational seminars, writing of newsletters and distribution of safety materials.
- Maintained customer satisfaction by keeping policies current and identifying and reporting problems in a timely manner.
- Acted as liaison between the members and home office.
- Oversaw the administrative operation at the service office by directing and supervising the clerical staff and by preparing letters, reports, and other correspondence in a timely and professional manner.
- Facilitated the claim process by investigating and evaluating liability claims.
- Wrote property damage estimates and obtained and reviewing contractor's estimates.
- Settled and made recommendations settlement recommendations to self-insured members.
- Collaborated with home office supervisor on complex large loss claims.
- Performed annual safety inspections at each member location to identify risks made recommendations to correct issues via written reports.
- Effectively followed up to assure compliance.
- Provided risk, safety, policy, coverage and other related information to member officers, leadership and administration.
- Assisted members in adopting, implementing and monitoring various risk management policies.
- Facilitated and presented at risk and insurance seminars to small and large groups.
- Kept underwriting and member service departments abreast as to member activities and developed a plan of action or solution.
- Researched certificate requests from outside institutions or individuals by examining the contracts, lease agreements and general circumstances.
- Initiated the endorsement process by completing the required documents for changes to the policy.
- Kept the property appraisal current by noting additions or deletions.
- Ensured that all buildings were covered with appropriate limits.
- Assisted member accounting department and home office to ensure renewals and endorsements were processed promptly.
Assistant Claim Risk Manager
Catholic Mutual Group
Saint Paul, MN
11.2012 - 11.2013
- Directed the handling of claims by investigating and evaluating liability, verifying coverages, and negotiating a fair and equitable settlement.
- Provided risk management services by conducting annual safety inspections, monitoring risk management policies, and promoting safety awareness through educational seminars, writing of newsletters and distribution of other safety materials.
- Assisted the claims risk manager in maintaining customer satisfaction by keeping policies current and identifying and reporting problems in a timely manner.
- Acted as liaison between the members and home office.
- Facilitated the settlement of claims handlings by investigating the circumstances surrounding the incident leading to the claim.
- Obtained and compared contractor bids or appraisals for damage repair.
- Settled or made recommendations regarding claims settlements to the self-insured member.
- Performed safety inspections at member locations to assess potential risks and made recommendations to correct issues.
- Performs site inspections to ensure all buildings were insured and for proper limits.
- Maintained contact with members to keep them apprised of services available.
- Reviewed vendor contracts for all member locations and provided addendums to correct adverse contractual language.
Senior Liability Claim Examiner
Broadspire
Roseville, MN
01.2012 - 11.2012
- Responsible for full scope of claims management and handling for a large volume of matters involving commercial lines coverage for several large, self-insured organizations
- Coordinated with legal counsel for defending insurance companies against litigated claims when necessary.
- Reduced claim processing time by streamlining workflow and prioritizing tasks efficiently.
- Negotiated fair settlements between insurance providers and policyholders to resolve disputes amicably.
- Participated in industry conferences and workshops to stay informed about changing regulations and best practices in claims management.
- Reviewed written estimates for repair costs, ensuring accuracy before issuing payments to vendors or policyholders.
- Improved customer satisfaction by providing timely and accurate claim updates throughout the process.
- Managed high-volume caseloads, maintaining organization and attention to detail for each individual case.
- Ensured compliance with state regulations by conducting regular audits of claim files and documentation.
- Conducted thorough investigations into complex claims, gathering detailed evidence and interviewing involved parties to reach fair conclusions.
- Developed positive relationships with clients, maintaining open lines of communication for prompt issue resolution.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Prepared and reviewed claim summary reports for self-insured accounts.
Eligibility Program Administrator-Retirement
Minnesota State Retirement System
Saint Paul, MN
01.2011 - 01.2012
- Analyze union contracts
- Determine and correct state and county employee retirement plan enrollments
- Communicate decisions with state and county human resource personnel
- Completed employment reports for multiple agencies
- Conduct eligibility research for state and county health care savings plan participants and oversee team of administrators
- Develop and maintain relationships with state and county participants, human resource departments, and payroll departments
- Complete weekly and monthly reporting
- Participate in state retirement system management meetings
State Training Manager, Injury Operations Manager
Progressive Insurance Companies
Saint Paul, MN
06.1994 - 04.2007
- Administer, develop, manage training and educational programs
- Facilitate claim representative and management training classes
- Administer quality assurance reviews
- Implement, communicate, and manage injury handling process initiatives and operations for state
- Manage casualty supervisors and specialists
- Primary contact for Department of Insurance Commissioner complaints
- Analyze, resolve, and communicate policy coverage decisions
- State contact for policy coverage questions
- Litigation management
- Property and casualty claims handling
Education
Bachelor of Science - Paralegal – Multi-Law
Winona State University
Winona, MNSkills
- Strategic Leadership & Planning
- Employee Training & Development
- Customer Relationship Building & Management
- Effective Communication
- Process Optimization
- Project Coordination & Management
- Insurance & Risk Management
- Operations Management
- Goals and Performance
- Staff & Performance Management
- Leadership Skills
- Attention to Detail
- Decision Making
Timeline
West Regional Manager
Catholic Mutual Group
12.2024 - 04.2025
Operations Manager
Catholic Mutual Group
11.2022 - 12.2024
Claim Risk Manager II
Catholic Mutual Group
11.2018 - 11.2022
Claim Risk Manager I
Catholic Mutual Group
11.2013 - 11.2018
Assistant Claim Risk Manager
Catholic Mutual Group
11.2012 - 11.2013
Senior Liability Claim Examiner
Broadspire
01.2012 - 11.2012
Eligibility Program Administrator-Retirement
Minnesota State Retirement System
01.2011 - 01.2012
State Training Manager, Injury Operations Manager
Progressive Insurance Companies
06.1994 - 04.2007
Bachelor of Science - Paralegal – Multi-Law
Winona State University
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