Theresa Marshall
Insurance Claims Professional
Tarpon Springs,FL
Summary
Auto and Home Owner claims professional with proven expertise in operations and claim handling. Several years experience with total losses, special lines, bodily injury, liability, commerical and physical damage claims. Recognized for technical expertise and the ability to drive results and focus on appropriate resources to solve technical problems.
Overview
28
28
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Claims Logistics Manager
Kin Insurance
Chicago, IL
02.2023 - Current
- Review claims processes to decide scalability and recommend improvements
- Review audit results to decide process changes needed to remain compliant
- Work with Product/Automation/Tech on supplying claims process experience for large technology or automation projects
- Work with Vendor Manager on catastrophe staffing coordination and process
- Find process gaps and quantify impact for leadership
- Collaborate effectively to work for a win-win while inspiring others to do the same
- Work with direct reports on development, growth, and cross training
- Enhanced customer satisfaction by closely monitoring order fulfillment and addressing issues promptly
- Efficiently managed budgets, ensuring optimal allocation of resources towards critical projects while minimizing unnecessary expenditures
- Facilitated smooth communication between sales, production, and distribution departments to improve overall workflow efficiency
- Conducted regular audits of logistics practices to identify areas for improvement and implement corrective actions accordingly
- Collaborated with cross-functional teams to ensure seamless coordination of supply chain activities
- Established contingency plans for potential disruptions in the supply chain, ensuring business continuity during unforeseen circumstances
Claims Vendor Manager
Kin Insurance
Chicago, IL
03.2022 - 02.2023
- Negotiated contracts with suppliers
- Assessed performance of vendors and supplied purposeful feedback
- Ensured vendor compliance with company standards
- Managed vendor billing and disbursements
- Resolved vendor and employee disputes
- Championed vendor management best practices across organization, promoting culture of collaboration between internal teams and external partners for mutual success
- Optimized inventory levels by closely monitoring demand trends and collaborating with cross-functional teams to forecast future needs
- Led cross-functional project teams to evaluate new technologies and solutions for integration into company's supply chain strategy
- Enhanced supplier relationships by implementing effective communication strategies and conducting regular performance reviews
- Established clear performance metrics for vendors, enabling data-driven decision-making during supplier evaluations and negotiations
- Conducted regular market research to stay informed of industry trends, ensuring company remained competitive in its vendor selection process
Claims Manager
Kin Insurance
05.2021 - 03.2022
- Supervised team of claims adjusters and other staff involved with claims management and claims processing departments
- Reviewed company policy to decide coverage or liability for new claims
- Ensured legal compliance, adherence to claims process and prompt payments
- Determined work procedures, prepared work schedules and expedited workflow
- Studied and standardized claims processes to improve efficiency and accuracy
- Mentored and coached exempt and non-exempt employees to produce high level performance
- Reviewed applications interviewed and made hiring decisions for prospective claims support and claims adjuster positions
- Conducted coaching feedback, monthly reviews, and midyear/annual performance reviews
- Streamlined communication between adjusters and clients, expediting claim resolution times
- Kept up-to-date on industry developments to maintain competitive edge in handling diverse claim scenarios effectively
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs
- Utilized advanced software tools to efficiently manage large caseloads and track progress on individual cases
- Developed training materials to ensure consistent handling of claims across department
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs
- Developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within claims department
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes
- Maintained compliance with industry regulations during all stages of claims process
- Reduced claim disputes by enforcing strict adherence to policy terms and conditions
- Analyzed claims data, identifying trends and areas for improvement in processes and policies
- Improved claims processing efficiency by implementing streamlined workflow procedures
- Established strong relationships with external partners such as medical providers, legal professionals, and repair services for efficient case management
- Managed team of adjusters, providing coaching and performance feedback for improved productivity
- Enhanced customer satisfaction with timely and accurate claims resolutions
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts
- Oversaw regular audits of claim files ensuring accuracy in reserve amounts and adherence to established guidelines
- Coordinated catastrophe response efforts, ensuring prompt deployment of resources during high-volume periods or natural disasters
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims
- Determined proper course of action for claims processing
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations
- Gathered sensitive information to update customer profiles and help with appeals process
- Documented and communicated timely claims information while supporting accurate outcomes
- Kept up-to-date on industry developments to maintain competitive edge in handling diverse claim scenarios effectively
Process Consultant III
ASI/Progressive Home
09.2020 - 05.2021
- Senior level position responsible for initiating, designing, leading, executing and ensuring seamless adoption of improvements to new and/or existing business processes and customer experiences
- Reviewed business operations, procedures, and/or processes; researched improvements and proactively made recommendations to re-engineer processes with focus on increasing efficiencies, improving accuracy, improving customer experience, holding costs, and achieving business area goals
- Managed multiple medium to large and/or complex projects or processes simultaneously with limited supervision
- Consulted with stakeholders to name requirements for new or existing business processes and technologies and recommended effective solutions
- Ensured successful adoption of changes by aiding with or leading design and development of communication, training, and sponsorship plans
- Aided business partners with showing downstream implications of change by predicting obstacles and/or unintended consequences
- Collaborated with cross-functional teams to identify areas for process improvement
- Increased overall company efficiency, providing expert advice on best practices in process management
- Delivered comprehensive training programs on newly introduced processes, ensuring employee understanding and adoption
Senior Claims Adjuster
ASI/Progressive Home
11.2019 - 09.2020
- Ensured claims were fairly and accurately investigated and evaluated per established timelines, customer service standards and quality standards
- Determined insurance coverage, approved, and adjusted estimates of damage and loss amounts
- Managed pending files per Claims Best Practices
- Aided in training 100+ Progressive employees to learn homeowner claims
- Mentored and coached 22 peers to produce high level performance
- Functioned as Qualified Substitute Supervisor for IA Desk Adjusters as needed
- Studied existing processes and supplied suggestions to senior management that resulted in revised departmental goals
- 2020 Mid-Year and Year End Performance Evaluations - Exceed results
- Maintained detailed records of all case-related activities, ensuring accurate documentation for auditing purposes and future reference
- Contributed to continuous improvement of departmental policies and procedures through identification of inefficiencies and proactive problem-solving techniques
- Provided exceptional customer service during stressful situations, demonstrating empathy, patience, and professionalism throughout entire claims process
- Optimized workload management, prioritizing time-sensitive cases to ensure timely resolutions for clients
Claims Support Supervisor
ASI/Progressive Home
07.2017 - 11.2019
- Oversaw Claim Support employees who managed high volume, same day execution of a multitude of different tasks
- Determined work procedures, prepared work schedules and expedited workflow
- Studied and standardized processes to improve efficiency
- Oversaw payment process for first payments, recoverable depreciation, and supplemental requests
- Mentored and coached non-exempt employees and peers to produce high level performance
- Monitored and ensured all departmental check paperwork printed out daily for the mailing of all letters, estimates and checks
- Monitored the accuracy and timeliness of all internet claims and faxes that were received and processed
- 2017-2019 Exceeds Performance evaluations.
Account Manager
Nationwide Appraisal Network
05.2015 - 07.2017
- Managed high volume, deadline driven residential and commercial appraisals nationwide
- Processed appraisal requests including collecting and processing payments and scheduled appointments with realtors, borrowers, and appraisers
- Researched and analyzed data to effectively prioritize workflow
- Built relationships with existing clients and appraiser panel members through communication and excellent customer service
Managed Repair & Total Loss Manager
Progressive Insurance
01.2008 - 01.2014
- Managed group of 12 remote direct reports and 2 Supervisors for all claims involving auto repairs, including Fire, Theft and Total Loss processes
- Conducted coaching feedback, monthly reviews, ride along and midyear/annual performance reviews
- Responded to customer service issues including resolution of Insurance Commission Complaints
- Achieved exceeds customer service, quality, and timeliness results
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives
MD/DE Special Lines Manager
Progressive Insurance
01.2006 - 01.2008
- Managed group of 13 Field Multi-line Adjusters and 3 Supervisors in MD and DE for all claims involving boats, motorcycles, and motor homes
- This position included oversight of Fire, Theft and Total Loss operations
- Conducted coaching feedback, monthly reviews, ride along and midyear/annual performance reviews
- Significantly improved results in previously poor performing team by focused strategic and tactical management
- Achieved exceeds customer service and timeliness results
- Mentored junior team members for career advancement, fostering pipeline of future leaders within organization
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery
- Cultivated partnerships with external stakeholders to maximize business opportunities and extend network reach within industry sector
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development
Service Center Manager
Progressive Insurance
01.2004 - 01.2006
- Managed daily operations of high-volume Direct Repair Service Center which had 26 employees, Enterprise location on site and 19 Body Shops
- Ensured compliance of corporate processes
- Administered shop assignments, repair quality and prompt delivery of vehicles
- Managed all personnel actions including hiring, performance reviews and coordinated training and development, including certification requirements
- Recognized for implementing successful process improvements that were rolled out nationally
- Achieved exceeds corporate audit results.
- Championed continuous improvement initiatives that contributed significantly towards enhancing overall operational efficiency
- Established performance goals for staff, providing ongoing feedback and coaching to drive success
- Reduced wait times for customers through streamlining scheduling and staff allocation
- Collaborated with other departments to address cross-functional challenges and improve overall company efficiency
- Enhanced team performance by providing regular training and development opportunities
File Owner Claims Manager
Progressive Insurance
01.2002 - 01.2004
- Managed day-to-day administrative and technical supervision of staff of up to 16 Claims Representatives and 4 Supervisors whose primary task was settlement of injury and damage claims
- Monitored and supported organizational structure that embraced empowerment and accountability at all levels
- Routinely exceeded State Audit reviews
- Achieved quality and timeliness results that consistently met and/or exceeded corporate goals.
Claims Supervisor
Progressive Insurance
01.1998 - 01.2002
- Managed team of Claims Representatives whose primary task was settlement of injury and damage claims
- Authorized reserves for prompt payments to policyholders
- Effectively communicated with agents, management and other co-workers
- Ensured quality assurance and corporate productivity and accuracy goals were met
- Routinely exceeded State Audit reviews
- Achieved quality and timeliness results that consistently exceeded corporate goals.
Claims Adjuster
Progressive Insurance
01.1996 - 01.1998
- Quickly and effectively investigated both commerical and non-commercial claims to determine coverage and liability
- Negotiated unrepresented bodily injury, auto, fire, theft, and special lines settlements and authorized prompt payments
- Completed vehicle inspections, wrote estimates, determined total loss evaluations and negotiated with body shops
- Provided first class customer service to both insureds and claimants
- Achieved quality and timeliness results that consistently exceeded corporate goals.
- Coordinated with medical professionals to evaluate injury claims fairly while ensuring policyholder needs were met throughout healing process
- Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development
- Reduced processing time for property damage claims by accurately assessing repair costs and negotiating with contractors
- Achieved high customer satisfaction ratings by providing clear and timely communication throughout the claims process
- Improved claim resolution times by efficiently managing a caseload of 100+ claims per month
Education
BA History -
UMBC
Baltimore, MD 09.1986 - 05.1988
History
St. Mary's College of Maryland
St. Mary's, MD 09.1984 - 05.1986
Skills
Remote employee managementundefined
Certification
FL 6-20 License, W437678
Timeline
Claims Logistics Manager
Kin Insurance
02.2023 - Current
Claims Vendor Manager
Kin Insurance
03.2022 - 02.2023
Claims Manager
Kin Insurance
05.2021 - 03.2022
Process Consultant III
ASI/Progressive Home
09.2020 - 05.2021
Senior Claims Adjuster
ASI/Progressive Home
11.2019 - 09.2020
Claims Support Supervisor
ASI/Progressive Home
07.2017 - 11.2019
Account Manager
Nationwide Appraisal Network
05.2015 - 07.2017
Managed Repair & Total Loss Manager
Progressive Insurance
01.2008 - 01.2014
MD/DE Special Lines Manager
Progressive Insurance
01.2006 - 01.2008
Service Center Manager
Progressive Insurance
01.2004 - 01.2006
File Owner Claims Manager
Progressive Insurance
01.2002 - 01.2004
Claims Supervisor
Progressive Insurance
01.1998 - 01.2002
Claims Adjuster
Progressive Insurance
01.1996 - 01.1998
BA History -
UMBC
09.1986 - 05.1988
History
St. Mary's College of Maryland
09.1984 - 05.1986
FL 6-20 License, W437678
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