TIFFANY DURRAH-BILLINGSLEY
McKinney,TX
Summary
Experienced Manager with a robust background in facilitating organizational learning and development initiatives. Renowned for ability to design, implement, and manage comprehensive training programs that enhance productivity and performance. Strong leadership skills combined with expertise in instructional design strategies have resulted in improved team efficiency and growth in past roles. Proven track record of driving innovative solutions to enhance knowledge retention and application. Experience in overseeing day-to-day operations of team, ensuring timely and efficient resolution. Strong leadership skills and deep understanding of strategic planning, policy interpretation, and regulatory compliance within the insurance sector. Proven track record in improving team productivity through training initiatives and process improvement.
Overview
13
13
years of professional experience
Work History
Claim Team Manager
State Farm Fire & Casualty Company
08.2022 - Current
- Managed claims team to ensure timely processing and resolution.
- Developed training programs to enhance staff knowledge and performance.
- Implemented process improvements for efficiency in claims handling.
- Oversaw compliance with regulatory requirements in claims management.
- Evaluated staff performance and provided constructive feedback regularly.
- Managed day-to-day operations of the Claims Team including scheduling, assigning tasks, monitoring progress.
- Assisted in developing training programs for new employees on claim processes and procedures.
Learning and Development Analyst
State Farm Fire & Casualty Company
09.2020 - 08.2022
- Developed training programs to enhance employee skills and knowledge.
- Conducted needs assessments to identify training gaps within the organization.
- Collaborated with cross-functional teams to identify learning needs and gaps.
- Evaluated training effectiveness through surveys and feedback mechanisms from participants.
- Assisted in creating onboarding materials for new hires to ensure smooth transitions.
- Communicated regularly with stakeholders at all levels within organization about upcoming trainings or changes in policy.
- Identified gaps in existing curriculum materials or processes and developed solutions accordingly.
Learning Supervisor, ESS&P Training
State Farm Mutual Company
09.2019 - 09.2020
- Responsible for communicating job roles and responsibilities, and completed performance management of new Associates during training.
- Accountable for the selection, training, salary administration, and development of Learning Delivery Facilitators supporting the Customer Contact Center.
- Accountable for the training, coaching, and development of Retention I & II and Acquisition Specialists during new-to-role Training.
- Ensured Customer Contact Center processes were adhered to and results achieved through quality surveys, call evaluations, and coaching.
- Performed systematic review and root cause analysis to quickly identify the learners who exhibit areas of opportunities and promptly address concerns to improve job performance.
Learning Delivery Facilitator, Fire Claims
State Farm Fire & Casualty Company
07.2015 - 09.2019
- Facilitated in-person and virtual training for Claims staff and External participants ensuring departmental and company expectations are achieved.
- Supervised employees in the training environment, measured and identified learning gaps and opportunities, and provided direct training feedback.
- Evaluated training effectiveness and made adjustments when appropriate. Ensured the quality and consistency of course material.
- Identified performance opportunities that required additional training support as well as changes in policies, procedures, and processes.
- Served as a liaison between Claims Training and support areas. Organized, managed, lead, and coordinated multiple high level projects involving multiple departments and vendors on which decisions and deliverables.
Fire Claim Specialist
State Farm Fire & Casualty Company
08.2012 - 07.2015
- Reduced loss ratio by thoroughly investigating, evaluating, negotiating, and concluding property claims including verification of coverage, legal liability and extent of damage to property, which required contact by telephone, correspondence, or in person.
- Conducted interviews and examined claims submitted by policyholders and or third parties, to determine whether additional or specialized investigation was necessary for claim handling.
- Utilized estimating software to prepare and review property and content estimates in loss settlements.
Education
Bachelor of Science - Criminal Justice
Faulkner University
Associate in Insurance Services -
The Institutes
Associate in Claims -
The Institutes
Fellow - Life Management Institute
LOMA
Skills
- Process Improvement
- Leadership
- Emotional Intelligence
- Communication
- Facilitation Skills
- Relationship Building
- Regulatory compliance
- Effective communication
- Learning needs analysis
- Process improvement
- Xactware
Timeline
Claim Team Manager
State Farm Fire & Casualty Company
08.2022 - Current
Learning and Development Analyst
State Farm Fire & Casualty Company
09.2020 - 08.2022
Learning Supervisor, ESS&P Training
State Farm Mutual Company
09.2019 - 09.2020
Learning Delivery Facilitator, Fire Claims
State Farm Fire & Casualty Company
07.2015 - 09.2019
Fire Claim Specialist
State Farm Fire & Casualty Company
08.2012 - 07.2015
Bachelor of Science - Criminal Justice
Faulkner University
Associate in Insurance Services -
The Institutes
Associate in Claims -
The Institutes
Fellow - Life Management Institute
LOMA