Bryant R.

Experience

• 

  State Farm ®

  Apr 2013 - now

  • Manage team composed of 10 first line leaders and claims staff focused on managing risk involving liability and contract claims for our policy holders• Provide oversight, direction and settlement authority in serious/complex exposure claims with many involving multi-million-dollar exposures across multiple jurisdictions• Collaborate with local counsel and state regulators on law impacting business outcomes• Analyze data impacting claim closures; collaborate with other business areas to develop and implement plans to accurately and resolve claims exposures• Successfully lead several large-scale projects within the organization to improve accuracy and reduce expenses• Accountable for severity trends by delivering quality results and meeting KPI(s) for several jurisdictions• Monitor compliance on company, insurance and local state policies Show less Recruited, hired, and trained teams of claim professionals, and coached them to meet all established objectives involving liability and contract claims• Recognized by senior claims leadership for driving effective teams through resolving new bodily injury exposures during initial contact m/m– best practices were ultimately adopted across the entire Bodily Injury Department• Earned reputation as highly effective leader and skilled claims technician of liability and contract claims• Managed serious exposure losses involving high reserves for our customers by working with upper management and defense attorneys to reduce/resolve risk for our customers• Responded to escalated conflicts and complaints from customers and stakeholders Show less • Responsible for first line management of assigned express claim personnel for auto claims, which includes hiring, training, coaching, performance and salary activities• Led large teams consisting of 12-20 express associates in high pace contact center environment• Coached express associates to meet all established objectives such a task productivity rate• Effectively trained and led associates in providing great customer service through a “one touch” approach during the initial contact with our customers that led to a 20% reduction of calls within the team• Increased subrogation referrals by creating & delivering training focused on understanding the total loss process that led to cross pollination between the Express and Total Loss departments• Earned reputation as highly effective leader in a fast-paced contact center while fostering an engaging/welcoming culture• Responded to escalated conflicts and complaints from customers and stakeholders Show less

  • Auto Injury Claim Section Manager

    Jun 2021 - now

  • Auto Injury Claims Team Manager

    Apr 2019 - Jun 2021

  • Auto Express Claims Team Manager

    Mar 2017 - Apr 2019

  • Bodily Injury Claim Specialist

    Apr 2013 - Mar 2017