Shashu Hughes
Spring,Texas
Summary
Results-driven Customer Experience and Operations Leader with over 10 years in insurance claims and retail management. Led teams as Claims Supervisor, focusing on coaching and operational efficiency. Specializes in developing high-performing teams and resolving complex customer issues with clarity and precision.
Overview
12
12
years of professional experience
Work History
Claims Supervisor
Progressive Casualty Insurance Company
Spring, Texas
04.2023 - 04.2026
- Led development of team of 5-6 property claims representatives to meet performance goals.
- Mentored and trained team members, enhancing claims processing efficiency and supporting professional development.
- Monitored compliance with company policies and regulatory standards to ensure integrity in claims handling.
- Analyzed performance metrics and implemented strategies to boost productivity and accuracy.
- Conducted daily claims reviews using claims specific tools for timely issue resolution.
- Identified inefficiencies and implemented process improvements to streamline claims workflows.
- Oversaw implementation of new processes, ensuring adherence to established guidelines.
Manage Repair Representative
Progressive Casualty Insurance Company
Portland, Oregon
01.2020 - 04.2023
- Negotiated total loss settlements efficiently, minimizing rework and counters to resolution.
- Developed presentations on total loss processes to educate managed repairs and internal claims representatives, improving clarity and execution of protocols.
- Collaborated with local repair representatives at inspection staging yards, providing coaching and operational support to enhance repair process understanding.
- Conducted detailed vehicle inspections to assess repairability and ensure accurate tracking of repair progress.
Fire and Theft Representative
Progressive Casualty Insurance Company
Portland, Oregon
03.2018 - 01.2020
- Conducted detailed investigations on fire and theft auto claims, gathering evidence from police reports and scene assessments to support claim resolutions.
- Collaborated with external experts, including cell tower analysts, and ignition specialists, to improve accuracy of investigations.
Claims Generalist Associate
Progressive Casualty Insurance Company
Baton Rouge, Louisiana
03.2017 - 03.2018
- Negotiated settlements for total loss evaluations, achieving favorable outcomes for both claimants and the company.
- Analyzed evidence promptly to determine liability and facilitate resolution of claims.
- Collected and documented information for personal and commercial auto claims through interviews with insureds, claimants, agents, and witnesses to support claims processing.
Central Loss Reporting Rep/Glass Blended Rep
Progressive Casualty Insurance Company
Austin, Texas
10.2017 - 03.2017
- Investigated claims to determine coverage and liability for glass-only losses.
- Established new claim reports from customers through inbound calls.
- Educated callers on existing claims and answered basic inquiries.
- Supported customers with rental assistance and towing services.
Assistant Manager
Nordstrom Rack
Austin, Texas
06.2014 - 10.2015
- Supervised and trained team of 12-15 employees, enhancing customer service and operational efficiency.
- Managed daily planogram implementation for 600-1,300 units, improving inventory placement and visual merchandising.
- Streamlined organizational processes, contributing to year-over-year growth in sales and customer satisfaction.
Education
Bachelor of Arts - Media & Communications
The University of The West Indies, Mona
Kingston, Jamaica01-2012
Skills
- Leadership and team development
- Claims investigation and liability assessment
- Process improvement and workflow optimization
- Customer relations
- Data analysis and performance evaluation
- Communication and presentation skills
- Claims assessment
Accomplishments
- Recognized as a Qualified Substitute Supervisory Mentor for the Texas region, providing guidance to peers and fostering a culture of continuous improvement.
- Successfully delivered monthly presentations and training sessions, contributing to improved branch performance and operational efficiency.
Timeline
Claims Supervisor
Progressive Casualty Insurance Company
04.2023 - 04.2026
Manage Repair Representative
Progressive Casualty Insurance Company
01.2020 - 04.2023
Fire and Theft Representative
Progressive Casualty Insurance Company
03.2018 - 01.2020
Central Loss Reporting Rep/Glass Blended Rep
Progressive Casualty Insurance Company
10.2017 - 03.2017
Claims Generalist Associate
Progressive Casualty Insurance Company
03.2017 - 03.2018
Assistant Manager
Nordstrom Rack
06.2014 - 10.2015
Bachelor of Arts - Media & Communications
The University of The West Indies, Mona