kristin cannell
@kristincannell
I am a customer service operations leader driving team performance.
PortugalWhat I'm looking for
I am a customer service operations leader with 15+ years managing remote and on-site teams in claims and service center environments. I specialize in driving performance, process optimization, and delivering high-quality client experiences across complex workflows.
At Progressive Home / ASI I led teams handling complex liability and litigation claims, designed training programs that raised productivity by 25%, and streamlined workflows to reduce claim cycle time. Previously, as AVP Claims / Service Center Manager I directed four branch offices, managed a $10M annual budget, and improved quality audit scores company-wide.
I bring hands-on claims, compliance, and cross-functional project leadership, including ISO/CMS reporting and system implementations. I seek opportunities to lead teams, scale training programs, and embed measurable quality and efficiency gains in digital-first organizations.
Experience
Work history, roles, and key accomplishments
Supervisor, Liability & Litigation
Progressive Home / ASI
Jan 2014 - Present (11 years 8 months)
Lead a high-performing team managing complex liability and litigation claims; designed training programs that improved staff productivity by 25% and streamlined workflows to reduce claim cycle time and improve customer satisfaction.
Claim Analyst
Progressive Home / ASI
Jun 2011 - Jan 2014 (2 years 7 months)
Investigated, evaluated, and resolved high-exposure claims while consistently meeting service-level agreements and collaborating with legal teams in mediations and depositions to support favorable outcomes.
AVP Claims & Service Center Manager
Broadspire / Kemper Insurance Company
Oct 2004 - Jun 2011 (6 years 8 months)
Directed operations of four branch offices with 100+ employees and managed a $10M annual budget, implementing performance management systems that improved quality audit scores across locations.
Claim Team Manager
Broadspire / Kemper Insurance Company
Apr 2003 - Oct 2004 (1 year 6 months)
Managed a specialized team servicing a large national account, ensuring compliance, meeting client service expectations, and maintaining high levels of client satisfaction.
Regional Operations Coordinator
Broadspire / Kemper Insurance Company
Dec 2001 - Apr 2003 (1 year 4 months)
Designed and standardized workflows across branches to improve efficiency and consistency company-wide and partnered in claims system implementation and compliance projects.
Claim Representative
Broadspire / Kemper Insurance Company
May 1997 - Dec 2001 (4 years 7 months)
Managed a portfolio of complex workers' compensation claims, achieving high closure rates within authority limits and ensuring timely resolution and customer service.
Education
Degrees, certifications, and relevant coursework
SUSaint Leo University
Master of Business Administration, Management
Completed a Master of Business Administration with a focus in Management at Saint Leo University.
UDUniversity of Dayton
Bachelor of Arts, Psychology
Completed a Bachelor of Arts in Psychology at the University of Dayton.
Tech stack
Software and tools used professionally
Availability
Location
PortugalAuthorized to work in
Job categories
Skills
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