At State Farm, I manage 20+ remote and hybrid representatives, resolve 25+ complex escalations monthly, and maintain 95%+ claim review scores while improving productivity and response times.
I've led change management across multiple systems, coached associates from training to live production, and used performance management, scheduling, and quality standards to sustain strong customer outcomes. My teams have maintained customer satisfaction above 4.8/5 and ranked at the top of their segment on storage and mitigation and quality assurance KPIs.
I bring claims operations experience spanning property and casualty, defensive subrogation, and arbitration, along with an All-Lines Adjuster License and HubSpot Service Hub certification.
