Rayford Lawson
Management / Insurance / Claims
Willis,TX
Summary
Dynamic leader with extensive experience at Liberty Mutual specializing in DRP implementation and network administration. Proven ability to expand partner networks and enhance service quality. Skilled in training design and metrics analysis, fostering strong client relationships while driving operational excellence. Recognized for delivering impactful solutions in high-pressure environments.
Overview
28
28
years of professional experience
Work History
Direct Repair Network Manager
Sedgwick
07.2023 - Current
- Led and established a national Direct Repair Program Network, expanding collision shop partners to 3,000+ locations across the U.S.
- Rebuilt and implemented standardized DRP processes to enhance network consistency and performance.
- Developed and launched mandatory CBT training for Sedgwick adjusters on DRP protocols, ensuring adherence to program standards.
- Grew team from 1 to 10 direct reports in 12 months; provided mentorship in APD repair management.
- Led client and team meetings to align on DRP utilization and performance.
- Coordinated performance reviews with MSO partners, fostering accountability and improving service quality.
- Partnered on sales engagements to promote DRP value to prospective clients.
Regional Manager, Upper Midwest
Protech Automotive Solutions / Caliber Auto Glass
03.2021 - 03.2023
- Led two business lines across 5-state region, establishing teams in emerging markets to drive local growth.
- Drove sales growth for Caliber Auto Glass and ADAS calibration services.
- Spearheaded cross-functional upskilling initiative, equipping glass technicians with ADAS calibration expertise to improve service quality.
- Delivered training on AI software to collision centers to enhance ADAS calibration accuracy.
- Mentored and developed General Managers to strengthen operational leadership.
- Cultivated strategic relationships with internal and external stakeholders, enhancing service delivery effectiveness.
- Led recruitment and training initiatives for frontline technicians and managers.
Multiple Leadership Roles in Field Auto Physical Damage
Liberty Mutual
01.2004 - 02.2021
- Managed team overseeing large MSO accounts in Central U.S. markets, ensuring alignment with business objectives.
- Facilitated communication between Liberty Mutual and national MSO leadership to streamline collaboration.
- Conducted in-person and virtual quality reviews and market visits to validate MSO performance.
- Led development and rollout of a Job Aide for Repair Network Specialists.
- Chaired Customer Communication Pilot Committee, enhancing service clarity and improving customer experience.
- Authored company-wide standard work for Scans and Calibrations, adopted enterprise-wide.
- Contributed to Root Cause Problem Solving team addressing severity trends with a national MSO.
Guarantee Repair Management Network Team Manager
Liberty Mutual
01.2004 - 02.2021
- Managed GRN operations in Texas and Louisiana, enhancing shop performance and driving portfolio growth.
- Led integration of Liberty Mutual and Safeco’s DRP in the region, aligning teams and processes.
- Coached teams to provide customer-focused service, resulting in improved partner shop performance.
- Expanded network presence in West Texas, addressing increased customer demand.
- Conducted weekly and monthly metric reviews to drive accountability and performance.
- Performed monthly claim file and vehicle re-inspections for quality assurance.
- Led the RCPS Solution team in developing the VR-QA Playbook.
- Recipient of the ACE Award for leadership excellence.
Manager, Auto Physical Damage – Houston, Southeast Texas & Louisiana
Liberty Mutual
01.2004 - 02.2021
- Co-branded Safeco and Liberty Mutual field operations in Houston, enhancing operational efficiency and customer service.
- Redesigned work zones post-co-branding to optimize customer coverage and increase adjuster productivity.
- Analyzed claims data to identify trends and deliver actionable insights to field teams.
- Led weekly huddles to review metrics, trends, and field performance.
- Oversaw staff development, performance goals, salvage control, cycle time, and operational expenses.
- Acted as Agent Liaison, resolving customer service issues and identifying opportunities.
- Performed quarterly ride-alongs with field adjusters to assess execution and recommend improvements.
Field Unit Supervisor, Auto Damage
GEICO
01.1998 - 01.2004
- Supervised team of auto damage adjusters, overseeing daily operations and optimizing claims costs and unit expenses.
- Led response for local CAT events in Houston and coastal areas, ensuring rapid claims handling.
- Recruited, hired, trained, and evaluated field adjusters; conducted field audits for quality.
- Developed annual business plans targeting cost savings and enhancing operational efficiency.
- Selected and monitored direct repair shops (DRP) to ensure service quality.
- Managed salvage control processes, aiming to minimize overall loss severity.
Education
B.S. - Criminal Justice
Sam Houston State University
Huntsville, TX01-1989
Skills
- Network administration
- DRP implementation
- Standardized processes
- Leadership skills
- Training delivery
- Disaster recovery planning
- Client management
- Metrics reporting
- Communication effectiveness
- Change adaptability
- Solution-oriented thinking
Additional Education And Certifications
- Root Cause Problem Solving
- Leading Continuous Improvement and A3
- I-Car Certified
- Team Think Process
- CCC One Estimating System
- Audatex Estimating System
- Texas Adjuster License #364355
Honors And Awards
- Recognized Shine Award – Developed Liberty Mutual Standard Work for Scans & Calibrations
- Shine Award – Chair, Repair Network Specialist Communication Pilot
- Shine Award – Guarantee Repair Network Leader Standard Work
- National Claims Champion Award (2013)
- ACE Award – Top Manager, Central Region Field Claims
- Recognized for leadership in multiple CAT event responses
- Arbitrator, Property Damage – Arbitration Forums Member
- Houston Area Tow Commission Participant (2004–2010)
Timeline
Direct Repair Network Manager
Sedgwick
07.2023 - Current
Regional Manager, Upper Midwest
Protech Automotive Solutions / Caliber Auto Glass
03.2021 - 03.2023
Multiple Leadership Roles in Field Auto Physical Damage
Liberty Mutual
01.2004 - 02.2021
Guarantee Repair Management Network Team Manager
Liberty Mutual
01.2004 - 02.2021
Manager, Auto Physical Damage – Houston, Southeast Texas & Louisiana
Liberty Mutual
01.2004 - 02.2021
Field Unit Supervisor, Auto Damage
GEICO
01.1998 - 01.2004
B.S. - Criminal Justice
Sam Houston State University