Kate Dodson

Experience

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  Target

  Jul 2005 - Sept 2006

  Guest Service Representative
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  The Ohio State University

  Sept 2006 - Jun 2010

  - Participated in the planning and implementation of Admissions events, such as “Buckeye Visit Days”, “Scarlet and Great Days” and “New Student Orientation” to educate students on the campus and increase enrollment- Created and maintained relationships with prospective students through use of mailings, phone calls and direct contact- Developed brochures, hand outs and signs to market the campus to prospective students- Developed a complete training manual to assist the training of incoming student employees Show less

  • Marketing Intern

    Jan 2010 - Jun 2010

  • Admissions Student Worker

    Jun 2009 - Jun 2010

  • Helpdesk Analyst

    Sept 2006 - Jun 2009
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  Red Roof Inn

  May 2009 - Sept 2009

  Social Media Marketing Intern

  - Conducted market research for the implementation of Red Roof Inn’s social networking site- Created a mock social networking site and strategic recommendations for eventual implementation

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  State Farm ®

  Jun 2010 - Sept 2011

  - Conducted coverage and liability investigations for auto claims in three states- Served as a member of the Catastrophe Claims Response Team. Quickly and accurately handled over 100 claims per day.- Assisted the Training Unit Manager with new hires considered to be at risk – Utilized multiple training methods to find each associate’s style of learning - Completed coverage investigations for single vehicle claims- Reviewed vehicle estimate and miscellaneous bills for accuracy

  • Auto Claim Representative

    Jan 2011 - Sept 2011

  • Auto Claim Processor

    Jun 2010 - Jan 2011
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  Grange Insurance

  Sept 2011 - Sept 2017

  - Served as the Learning Lead from the Claims Transformation project.- Partnered with Claims Operations Team and lines of business to develop claim correspondence and ensure brand style guidelines are met- Served as the subject-matter-expert for the Claims Voice of the Customer program. Track, measure and analyze survey results to identify recurring themes and opportunities. Worked with field and line of business management to identify and implement proposed enhancements and/or solutions- Researched and developed an enhanced new associate onboarding program that will allow for consistent training across regions- Lead the redesign of the claim handling system new hire training. Worked to develop a line of business specific program that will allow new associates to learn what is valuable and necessary- Served as the Claims Business Partner for new product launches. Ensured the Claims Leadership Team has the information necessary for a seamless transition to a new product- Oversaw the Claims Communications Analyst’s projects, tasks and assignments to ensure timely and accurate results Show less - Drafted, edited and reviewed all internal Claims communications to ensure a consistent, concise and relevant message was sent to all associates- Served as a business liaison to make certain accurate communication and training took place with every product change; this included compliance with the political regulatory environment, as well as, Grange policies- Created and managed Intranet content – Consolidated and updated resources to provide a useful tool- Drafted and developed marketing sell sheets for our agency partners, created a message to sell our organizational strengths – Coordinated with line of business partners based on their needs- Managed the Claims “Voice of the Customer” survey and results. Analyzed data, created monthly reports and developed strategic initiatives to increase customer satisfaction and employee engagement- Developed a 12-week Claims Trainee Program – Defined a structure, created content, assigned delivery methods to ensure consistent and thorough training- Monitored social media networks and business review sites for Claims praise and complaints. Coordinated appropriate responses based on legal requirements- Served on the “Customer Experience Advisory Committee” – Developed company-wide initiatives to enhance our customer and agency relationships through journey mapping initiatives- Researched Agent Draft Authority processes and procedures to create a cost and time-saving recommendation- Evaluated the loss assignment process in order to provide a streamlined approach to claim handling- Updated consumer-facing website to provide the ultimate claims experience from start to finish- Administered the claims HP letter writing maintenance process – Ensured that all available letters are compliant to legal and internal standards Show less

  • Claims Senior Communications Analyst

    Oct 2014 - Sept 2017

  • Claims Communications Analyst

    Jul 2013 - Oct 2014

  • Passport Auto Claim Representative

    Jan 2012 - Jul 2013

  • Auto Claim Repesentative

    Sept 2011 - Jan 2012
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  Ohio Mutual Insurance Group

  Sept 2017 - now

  Key Projects and Accomplishments:- New Claim System Implementation - Digital Claim Payment Program- FNOL Channel Design (App, Portal, Phone, Text)- Claim Texting Program (Rep to Customer)- AI Leadership Team- CRM Project Team- Innovation & InsurTech Leadership Team- Project Control Team (Corporate-Level)- Company Merger Project Team- Customer Experience Team

  • Senior Project Manager

    Apr 2024 - now

  • Claims Operations Leader

    Sept 2017 - Apr 2024