Shelley Lewis
Florence,AZ
Summary
Results-driven Manager known for high productivity and efficient task completion. Specialize in strategic planning, team leadership, and operational improvement. Excel in communication, problem-solving, and adaptability, ensuring seamless project execution and team cohesion.
Overview
11
11
years of professional experience
2014
2014
years of post-secondary education
Work History
Material Damage, Diminished Value and Subrogation Manager
THE GENERAL INSURANCE
07.2023 - Current
- Co-founded and scaled the Diminished Value function from inception, partnering with senior leadership to design workflows, staffing model, and performance metrics; built a fully operational program supporting multi-state claims handling.
- Developed and implemented data-driven processes to streamline Diminished Value evaluations, identify operational gaps, and drive measurable improvements in cycle time, accuracy, and consistency.
- Established governance and compliance standards across all 50 states, ensuring adherence to regulatory requirements and policy language in Diminished Value handling.
- Lead and develop a cross-functional team, including subrogation material damage reviewers and appraisal auditors; provide coaching, performance management, and career development to drive high performance and engagement.
- Oversee subrogation demand review strategy, ensuring estimate accuracy, liability alignment, and arbitration readiness; actively represent the organization in arbitration forums to support favorable outcomes.
- Direct independent appraisal audit program, improving estimate quality and vendor accountability through structured review processes and feedback loops.
- Built and optimized team structure during periods of increased volume, maintaining service levels while reducing cycle times and improving throughput.
- Partner with internal stakeholders to identify process inefficiencies and implement scalable solutions, enhancing overall claim handling effectiveness.
Interim Material Damage- Independent Appraisal Vendor Coordinator
THE GENERAL INSURANCE
02.2025 - 05.2025
- Managed end-to-end vendor payment operations, including oversight of a high-volume, complex bulk billing process to ensure accuracy, timeliness, and financial controls.
- Served as primary point of contact for internal stakeholders, resolving assignment routing issues and optimizing workflows between claims teams and independent appraisal vendors.
- Acted as liaison between internal teams and a nationwide vendor network, driving alignment, resolving escalations, and maintaining strong business relationships.
- Delivered ongoing vendor performance management, providing feedback and partnering with vendors to improve quality, turnaround times, and overall service outcomes.
- Identified inefficiencies in vendor coordination and implemented process improvements to enhance assignment distribution and operational effectiveness.
Total Loss Supervisor
THE GENERAL INSURANCE
08.2020 - 07.2023
- Led and developed a team of adjusters through coaching, performance management, and structured feedback; conducted quarterly and annual evaluations while driving skill development and accountability to department goals.
- Recruited, trained, and onboarded new hires, establishing clear performance expectations and improving team readiness and consistency in Total Loss handling.
- Oversaw total loss claims for legal, regulatory, and procedural compliance; provided guidance on complex losses and approved settlements above adjuster authority within designated limits.
- Exercised financial authority by reviewing and approving Actual Cash Value (ACV) evaluations and total loss settlements up to $25,000, ensuring accuracy and policy adherence.
- Managed escalated customer concerns, including valuation disputes and Department of Insurance (DOI) complaints, driving timely and compliant resolution.
- Conducted quality audits of total loss files, identifying trends, reinforcing best practices, and integrating findings into individual and team performance improvement efforts.
- Directed salvage operations, ensuring timely vehicle movement, proper documentation, and optimized recovery outcomes while minimizing storage expenses.
- Partnered cross-functionally with Claims leadership, training teams, and field staff to improve claim routing, recognition, and overall workflow efficiency.
- Acted as a key resource across departments, supporting branch operations through meetings and huddles to align on Total Loss processes and expectations.
- Identified process gaps and collaborated on targeted training and operational improvements to enhance accuracy, compliance, and cycle time.
Initial Claims Handler I
GRADSTAFF- Permanent General Assurance Corp.
04.2016 - 08.2016
Benefits Investigation Specialist
MCKESSON
12.2015 - 01.2016
- Utilized current technologies to verify medical benefits for inter-venous infusion consumers.
- Consultation with health insurance professionals regarding existing benefits.
- Utilizing knowledge of insurance benefit structures and billing procedures to secure services for patients with Medicare, Medicaid, Blue Cross Blue Shield, Cigna, etc.
Recruiter- Strategic Delivery Operations
AEROTEK
04.2015 - 11.2015
- Researched markets for high quality candidates for US Fortune 500 Companies.
- Built and maintained relationships with job candidates nationwide creating a pipeline of eligible and relevant employee candidates.
- Provide career coaching, including resume consultations and interview preparation.
- Attaining career references and carrying out reference checks in compliance with Human Resource guidelines for our clients.
Total Loss Specialist
THE GENERAL INSURANCE
- Licensed Adjuster: Valid TX insurance license, reciprocal in all licensed states.
- Total Loss Evaluation: Calculate total loss settlements for first- and third-party claims, reviewing and adjusting CCC and Audatex valuations as needed.
- Claims & Negotiation: Manage loss of use, negotiate storage and advanced charges with repair shops and facilities.
- Title & Lienholder Coordination: Collect and process state-specific title documents, liaise with lienholders to facilitate settlements.
- GAP & Caseload Management: Provide GAP processing documents while managing a high-volume workload, handling 12–15 new total loss claims daily with an active caseload exceeding 100 claims.
Fast Track Team Lead
THE GENERAL INSURANCE
- Fast Track Pilot & Implementation: Assisted leadership in launching the Fast Track branch, ensuring a successful rollout.
- Training & Development: Trained new adjusters on daily operations and property damage claim handling.
- Resource Creation: Developed and distributed essential reference materials for claims processing.
- Collaboration & Problem-Solving: Worked with peers to address challenges and improve claims workflows.
- Council Representation: Served as a Fast Track Adjuster Council Member, advocating for process improvements and communicating changes to national representatives.
Initial Claims Handler I & II
THE GENERAL INSURANCE
- Auto Claims Adjustment: Investigated, evaluated, and negotiated property loss claims across Western, Central, and Southern U.S. states.
- Catastrophe Response: Managed high-volume claim adjustments during multiple catastrophic hail events.
- Fraud Detection: Identified and escalated suspicious claims to Special Investigations as needed.
- Customer Satisfaction: Delivered exceptional service, adhering to company protocols to meet satisfaction goals.
- Bodily Injury Settlements: Assessed and negotiated early bodily injury claims.
Education
B.S. - Psychology
WESTMINSTER COLLEGE
Salt Lake City, UtahHigh School Diploma -
DOUGLAS HIGH SCHOOL
Douglas, WyomingSkills
- Diminished value analysis
- Subrogation management
- Regulatory compliance
- Claims negotiation
- Total loss evaluation
- Process improvement
- Performance metrics development
- Cross-functional collaboration
- Data-driven decision making
- Training and development
- Verbal and written communication
- Strategic planning
- Cross-functional team management
- Innovation management
- Staff development
Timeline
Interim Material Damage- Independent Appraisal Vendor Coordinator
THE GENERAL INSURANCE
02.2025 - 05.2025
Material Damage, Diminished Value and Subrogation Manager
THE GENERAL INSURANCE
07.2023 - Current
Total Loss Supervisor
THE GENERAL INSURANCE
08.2020 - 07.2023
Initial Claims Handler I
GRADSTAFF- Permanent General Assurance Corp.
04.2016 - 08.2016
Benefits Investigation Specialist
MCKESSON
12.2015 - 01.2016
Recruiter- Strategic Delivery Operations
AEROTEK
04.2015 - 11.2015
Total Loss Specialist
THE GENERAL INSURANCE
Fast Track Team Lead
THE GENERAL INSURANCE
Initial Claims Handler I & II
THE GENERAL INSURANCE
B.S. - Psychology
WESTMINSTER COLLEGE
High School Diploma -
DOUGLAS HIGH SCHOOL