S. Janell NeSmith
Kansas City,KS
Summary
Strategic property claims leader with 20+ years of progressive experience across property operations, quality, training, and customer relations. Proven success leading leaders and teams to exceed enterprise performance goals in customer experience, quality, cycle time, and production. Recognized for building high-performing leadership pipelines, leveraging data to drive operational strategy, and implementing scalable processes that support business growth and volume fluctuation readiness.
Overview
16
16
years of professional experience
Work History
Additional Leadership Roles
- Auto Liability Supervisor (2011–2012)
- National Property Claims Supervisor (2008–2010)
- Claims Trainer (2003–2008)
Property Claims Manager
04.2021 - Current
- Provide strategic and operational leadership for property claims organization with accountability for customer experience, quality, cycle time, and production outcomes.
- Lead and develop leaders and teams to consistently meet and exceed company performance targets through disciplined performance management and coaching.
- Analyze operational data and performance trends to identify gaps, risks, and opportunities; implement targeted improvement strategies.
- Build leadership pipeline by mentoring and promoting high-performing leaders and exporting talent across the organization.
- Partner with peers and senior leaders to support enterprise initiatives, operational readiness, and change adoption.
- Champion exceptional customer experience through clear communication and customer-focused behaviors.
Property Theft Supervisor
02.2014 - 04.2021
- Led property theft operations with accountability for performance results and customer outcomes.
- Analyzed performance data and led initiatives to address operational gaps.
- Developed employees through coaching and feedback, preparing talent for future leadership roles.
Claims Customer Relations
07.2012 - 02.2014
- Resolved complex customer concerns with empathy, urgency, and professionalism.
- Partnered with Departments of Insurance to address escalations and ensure compliant responses.
- Collaborated with local claims offices to resolve issues and meet critical deadlines.
Quality Assurance (SCR) Supervisor
02.2010 - 07.2012
- Led quality assurance operations focused on claim handling accuracy and consistency.
- Identified trends impacting compliance and partnered with leadership on corrective actions.
- Oversaw onboarding and training of new employees to ensure a high-performing QA function.
Education
Associate of Science - Education
Kansas State University
Manhattan, KSAssociate - General Insurance (AINS)
Skills
- Multi-team & leader-of-leaders management
- Zone-level operational performance leadership
- Talent development, succession planning & retention
- Performance management & accountability
- Data-driven decision making & analytics
- Capacity planning & volume readiness
- Customer experience (NPS) & quality governance
- Process improvement & operational excellence
- Cross-functional and enterprise collaboration
- Change leadership & adoption
Timeline
Property Claims Manager
04.2021 - Current
Property Theft Supervisor
02.2014 - 04.2021
Claims Customer Relations
07.2012 - 02.2014
Quality Assurance (SCR) Supervisor
02.2010 - 07.2012
Additional Leadership Roles
Associate - General Insurance (AINS)
Associate of Science - Education
Kansas State University