TONYA GLENN, CPCU, AIC
P&C Insurance Professional
Lewisville,Texas
Summary
Proven results driven risk and property casualty professional dedicated to effectively identifying potential risks in advance, and minimizing risk by using critical thinking, excellent oral and written communication skills and exceptional negotiation skills. Demonstrated ability to learn and apply innovative concepts for solving complex customer service issues. Accomplished in leading and training team members to comply with Best Claims Practices and jurisdictional guidelines while evaluating claims. Passionate about improving operating procedures and the customer experience while achieving individual and department goals. Performs exceptionally well in high pressure situations. Gifted in working with stressed, confused and upset individuals in need of coverage information regarding their claim. Effective at operating within State Farm guidelines to manage telephone calls, emails, letters and requests for assistance.
Overview
22
22
years of professional experience
Work History
Property Express Team Manager
STATE FARM INSURANCE
Richardson, TX
12.2012 - Current
- Promoted due to display of exceptional leadership, coaching, and ability to train and lead cross functional teams.
- Designated to review and approve correspondence to customers explaining coverage denials for a team of 12 Claim Specialists due to excellent communication skills and training ability.
Property Claim Specialist
STATE FARM INSURANCE
Irving, TX
11.2016 - Current
- Responsible for resolving property damage claims including investigating coverage, damages, and potential loss exposures and setting adequate reserves for claim expenses.
- Maintains and communicates claim data reports, oversees initiatives for department process improvement and reports results to leadership.
- Repeatedly selected to facilitate training for new hire Property Claim Specialists.
- Exceeds department metrics for timely resolution of claims resulting in below average cycle time and increased customer satisfaction.
- Maintains a team database of resource materials outlining Best Claims Practices, jurisdictional requirements and monthly metrics.
- Communicated effectively with staff, including members of support tams and human resource departments.
Claim Automation and Procedure Specialist
STATE FARM INSURANCE
Irving, TX
07.2014 - 11.2016
- Led initiatives for securing customer data including sensitive personal information.
- Created standard procedures and protocols for random department security checks implemented enterprise wide.
- Managed companywide employee security access for representatives and management to proprietary software applications across the enterprise.
- Singled out to lead special projects for testing and implementing new software applications for personnel and trained leadership to run data reports outlining individual and team performance using QlikView and other software due to keen attention to detail.
- Recruited to lead the collaboration with corporate systems programmers and administrators for testing and implementation of new software applications for more than 700 claim employees.
- Implemented creative methods to effectively communicate software outages and workarounds to department personnel as required.
- Managed and coordinated employee access to external vendor websites (i.e.
- Accurint, Accenture, PLRB, Xactware).
Catastrophe Claim Representative
STATE FARM INSURANCE
Irving, TX
12.2012 - 07.2014
- Focused on providing remarkable customer service during catastrophic weather events and identifying opportunities for swift yet effective mitigation of losses.
- Led discussions in team meetings outlining opportunities for improvement following receipt of audit results which led to improved estimating techniques for fair claim settlements and better audit results in the identified areas of deficiency.
- Coordinated field inspections for high severity loss exposures and successfully communicated finding to customers.
- Selected to present training to team members for providing mitigation instructions to customers following catastrophic losses leading to reduced restoration expenses due to exceptional personal claim metrics.
- Maintained and often exceeded targeted time frame for Initiated contact with customers and service providers.
- Accurately estimated damage using Xactware software and settled low to medium severity property claims within target goal times for loss type, with minimal add orders.
Senior Claim Representative
FIRST ACCEPTANCE INSURANCE
Lombard, IL
02.2007 - 11.2012
- Performed management duties and responsibilities during team managers’ absences including reviewing injury evaluations, approving payments, coverage denials, and responding to Department of Insurance complaints.
- Trained and mentored claim representatives regarding Best Practices, technical claim handling and resolving customer service complaints.
- Investigated property and casualty liability losses and negotiated settlements with customers and attorneys in multiple states.
- Repeatedly selected to provide expert testimony on behalf of the organization during trials regarding file documents and information obtained during claim investigations.
- Led the claim operation in identifying fraudulent activity yielding claim denials and reduced payments affecting average net claim payments in a specially created unit – Special Investigations Unit (SIU) for such claims.
- Noted companywide for constant compliance with state guidelines and requirements by effectively maintaining a follow-up diary system for more than 100 injury claims which led to recognition across the organization EARLY CAREER EXPERIENCE includes: Subrogation Specialist, Nationwide Insurance; Certified Arbitrator, Arbitration Forums, Inc.; Senior Claim Specialist, SAFECO Insurance and AIG.
Education
Bachelor of Arts - Liberal Studies
California State University - Long Beach
Long Beach, CACPCU -
Chartered Property And Casualty Underwriter
Associates in General Insurance (AINS) -
Associates In Claims (AIC)
CSAA -
Certified Special Arbitration Arbitrator
CASA -
Certified Automobile Subrogation Arbitrator
ARM -
Associates In Risk Management
Skills
Liability case law and bodily injury claim evaluations, jurisdictional compliance requirements for claim handlingundefined
Additional Information
- Risk Management: Oversaw user accesses to enterprise claims system software applications and performed random internal security checks to ensure data security compliance Risk Control: Created and maintained business continuity plans using RSA Archer software outlining risk control measures for catastrophic events affecting the department
- Recognized for attention to details, extensive knowledge of insurance case law, relevant state law, accurately identifying risk exposures and coverage interpretation for resolving complex property and casualty claims Leadership: Repeatedly selected or asked to lead training projects due to astute detailed work product, and always leading the metrics for set goals and targets and ability to effectively teach best practices and increase productivity.
Timeline
Property Claim Specialist
STATE FARM INSURANCE
11.2016 - Current
Claim Automation and Procedure Specialist
STATE FARM INSURANCE
07.2014 - 11.2016
Property Express Team Manager
STATE FARM INSURANCE
12.2012 - Current
Catastrophe Claim Representative
STATE FARM INSURANCE
12.2012 - 07.2014
Senior Claim Representative
FIRST ACCEPTANCE INSURANCE
02.2007 - 11.2012
ARM -
Associates In Risk Management
CASA -
Certified Automobile Subrogation Arbitrator
CSAA -
Certified Special Arbitration Arbitrator
Associates in General Insurance (AINS) -
Associates In Claims (AIC)
CPCU -
Chartered Property And Casualty Underwriter
Bachelor of Arts - Liberal Studies
California State University - Long Beach
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