Experience

• 

  Chili's

  Jun 2007 - Feb 2010

  Server and trainer
• 

  Target

  Oct 2011 - Oct 2012

  Guest service team lead

  - Responsible for the development and management of 40 to 50 employeeso Facilitated yearly reviews with focus on goal setting and growth planso Responsible for first round interviews of multiple applicants- Matured process for REDcard referrals through identifying gaps, creating team building events and facilitating contests

• 

  Usaa

  Oct 2012 - now

  - Accountable for overarching Property Third Party Catastrophe Program including oversight of multiple suppliers servicing field estimating (approximately 1,500 adjusters) and end to end claims adjusting (220 adjusters) to efficiently scale and respond to large CAT events. YTD 2024 financial impact included approximately 250k field assignments and 105k E2E assignments. Accountable for 3P service, quality, compliance, and productivity- Identified, measured and executed financial invoice expense control auditing to statistically relevant sample size and recovering overpaid monies from 3P vendorso Hire, manage, and develop team of 6 3P claims admins, writing and developing standard operating procedures, and increasing efficiency of Claims advisor team. Identified 3 major vendor billing errors mitigating potential overbilling- Define Claims Advisor I role and job duties, assisted in interviews, and provided feedback to hiring director. Onboarded CA1 training, coaching, and mentoring their development- Implement 3P auto catastrophe secure room enhancing claims processing efficiency meeting USAA security requirements resulting in high CAT volume retention and relief for Auto Claims Operations- Implement replicable call bank focused on advice driven conversations leading to increase in program satisfaction above same period last year Show less -Primary role is performance management of 3P supplier related to property field estimating and end to end claims adjusting services. o Overarching performance management, complaint, and issue resolution including escalations, formal complaints, and MEI ticketso Developed relationships and coached executives to enhance contracted performanceo Contractual SLO management and reportingo Quality, Service and Productivity accountability with strategic and tactical planningoOversight of secure room phones, capacity/workload, escalation, and compliance with GSO and InfoSeco CAT Response and readinesso Technical and complex claims advisement- 2023 Created and implemented new operating model at Vendor to enable future success. Transitioned from group handling with no assigned single named adjuster to individual file ownership from April to May. This required an overhaul of the Vendor's processes, account and ability design, and an overall mindset change needed to take ownership in a member-centric environment. Benefits included improved manager/adjuster coaching, triage process, efficiency, MSAT (+6 points) and Quality (+20 QIQA points)- Planned and executed first USAA Quality and Vendor calibration session with EMG presence for 2 days. Action plans were monitored for completion and contributed to above results- Created management routines including regular site visits, manager syncs, monthly huddles with the Vendor adjuster floor, including multiple file reviews, listening posts, MSAT survey reviews and recognition- Coordinated and ensured training for water freeze response for 2023-2024 winter storm season including executive summary. Organized and led mock winter preparedness with RMT, CAT Command, DCT, and Integrated for property claims routing flow identifying gaps and ensuring closure before any event- Influenced senior leadership decisions related to workflow to vendors, state vendor assignments, strategy, and future team state/work product Show less - Executed solutions targeted towards improving the business overall performance and delivering significant and quantifiable process improvements and financial benefit across the business unit- Collaborated with management and cross-functional teams to identify and evaluate opportunities and solutions that drive specific business outcomes and goals including simplify, streamline, and optimize the business- Experience documenting 60 processes within taxonomy, completing SIPOCs, identifying 140 gaps, analyzing risk, and documenting and implementing controls- Established Key Performance Indicators developing manual tracking systems, implementing automated tracking tools, and maturing the use and focus of those KPI’s- Identified issues, developed tactical and strategic action plans, implemented solutions within MetricStream- Proven ability to present to executive level leadership including Enterprise Security Group and Senior Management Committee - Experience coordinating planning and executing internal marketing events that include executive council attendees- Provide critical support to partners in CAT Command as Response Lead delivering and coordinating USAA catastrophe response with Enterprise partners. Balance shifting priorities to focus on monitoring, informing, and mobilizing partners for an event, including responses to hurricanes, hail events, wildfires, and earthquakes Show less - Recognition Team Lead: Manage budget, purchasing, idea brainstorming with peer managers- CAT Point of Contact 2017 and 2018 for Non-Injury San Antonioo Managed communication regarding CATo Lead multiple training sessions on property claims handling for Non-Injury, Subrogation, First and Third Party Injury via a virtual setting across multiple officeso Negotiated and ordered meals for weekend overtime efforts- Performance management and career coaching to direct reports- Coaching behaviors to ensure direct reports understand the why behind their actions Show less - Designed and coordinated the ICU Point of Contact project for the full USAA Property Desk Adjuster communityo Lead multiple team huddles and meeting with district teams setting expectationso Sought and interpreted feedback to ensure the project was value-added and aligned with strategic goalso Coordinated across multiple offices and gained approval from Claims Service Directorso Synchronized ICU messages across offices by leading the assigned champions- Consistency Champion- Eagle One deployment to Houston Floods as Team Lead – May 2015 Show less

  • Claims Advisor Lead

    Jan 2024 - now

  • Claims Advisor Senior

    Nov 2022 - Jan 2024

  • Business Process Owner, Senior

    Nov 2022 - Jun 2023

  • Business Process Owner, Senior

    Oct 2018 - Nov 2022

  • Manager, Claims Operations

    Oct 2016 - Nov 2018

  • Claims Service Manager

    Jul 2016 - Oct 2016

  • Auto Claims Adjuster I

    Jul 2015 - Jul 2016

  • Property Adjuster II

    Nov 2013 - Jul 2015

  • Property Claims Adjuster III

    Oct 2012 - Nov 2013