Ann R. Newquist

Experience

• 

  State Farm ®

  Jan 1987 - now

  Leads a ten-person team in the delivery of service excellence in the handling of auto claims. Manages ongoing team-focused queue averaging 3,000 active claims. Provides direction regarding policy questions, liability decisions and adherence to process compliance. Tracks individual metrics to make business decisions, coach and manage performance. Hires, train, develops, motivates and mentors team. Collaborates with internal and external counsel on litigated claims.• Selected as single point of contact for Glass Litigation regarding pricing in Florida. Reviewed all new suits and collaborated on the development of a litigation plan with defense attorneys winning all four cases that went to trial while mitigating potential penalties and awards.• Identified process issue and partnered to define standards to ensure all glass claim invoices went through the glass pricing system improving accuracy and consistency of payments.• Mentored four employees who had not ever worked in the complex claims environment. Devoted extra time with each, including meeting twice per month to help organize workflow and coaching on technical aspects significantly improving performance, increasing efficiency and enhancing productivity. Show less Remotely led, motivated and coached 62 bodily injury claim adjusters and eight managers across two states (IN and IL). Assisted and supported team, resolved problems and acted as liaison between the field and executives. Monitored performance according to metrics and collaborated on process improvements to drive goal achievement. Planned and communicated strategy, reviewed data and made decisions based on policy and state statutes.• Established working relationships with multiple local jurisdictions to transition to new claim model. Introduced attorneys to first line leaders, scheduled meetings and encouraged open communication leveling the litigation workload, reducing claim turnaround time and improving efficiency.• Combined single state claim teams to create a section capable of addressing and processing multiple state bodily injury claims increasing staff flexibility, developing employee knowledge and reducing service time. • Selected to lead critical change management to new service model. Established standardized communication venues to share consistent messaging and utilized open door policy to convey expectations and how employees could prepare improving employee morale and creating a culture for acceptance Show less Directed eight-person team in the accurate handling of auto claims. Managed an average caseload of 1,000 claims. Hired, trained, developed and coached team in the achievement of organizational goals. • Selected to participate on committee to be the first section to deploy enhanced computer system. Partnered to develop work flow, planned rollout, trained employees on system and provided IT with feedback creating a model for rest of country to implement the system.• Developed and mentored three employees including building technical skills and creating hands-on experiences to refine leadership abilities resulting in all three being promoted into management roles. Show less

  • Claim Team Manager

    Jan 2014 - now

  • Section Manager

    Jan 2012 - Jan 2014

  • Claim Team Manager

    Jan 1995 - Jan 2012

  • Senior Staff Assistant

    Jan 1993 - Jan 1995

  • Claim Representative

    Jan 1987 - Jan 1993