KYLE RICHMOND

CHANDLER, AZ 85286
602.703.9931 OR 602.703.8222 WUSUPDOC@GMAIL.COM
VICE PRESIDENT/DIRECTOR OF CLAIMS

Collaborative leader with an over 20-year record in the insurance industry distinguished by a consistent,
measurable and transformational pattern of achievements. Areas of expertise encompass process
improvements (Six Sigma Green Belt), developing top performers and operational excellence. Highlights
include:
Strategically, collaborated to grow a start-up TPA from $750K to $5M annually in 14 months; implemented
a solid infrastructure with pragmatic long-term strategies. (2B Claims)
Led a national carrier to be rated as one of the top claim organizations nationally (Top Tier) by Price
Waterhouse Coopers (PWC). Stabilized and improved claim operations despite a real estate market plunge
and a string of natural disasters. (QBE)
Eliminated loss exposure by 100% and saved millions in judgments and litigation costs by identifying and
convincing Senior Executive Management to rescind a corporate-wide internal policy. (State Farm)
Leadership | Strategic Planning | Team Building | Training | Process Improvements - Certified Green Belt |
Personal Lines | Claims Management | Liability Adjudication | Policy Interpretation | Compliance | Human
Resource Practice | Negotiations | Investigation & Settlements | Executive Level Presentations |Best Practices
EXPERIENCE & ACHIEVEMENTS
2B CLAIM SERVICES, Gilbert, AZ VP Director Claims/Administrator 2014 2015
Start-up TPA specializing in administration of non-standard commercial auto claims; $5M in annual revenues
Sought to lead development and growth of this start-up resulting from expertise in claims, process
improvement, compliance, human resources and general operations/management. Oversaw operations for
12+ months, with 30 professional employees, including administrative support and customer service. Managed
budget of $2.6M. Held full accountability for IT project development.
Collaborated to execute a 360 turnaround of a struggling organization lacking structure, claim
organization, processes and insufficient revenue:
- Implemented formal claims guidelines, process improvements, redesigned claim platform; introduced
compliance requirements, formal job descriptions and evaluations and management best practices
- Reduced turnover by 47% and claims cycle time by 33%, boosted customer satisfaction by nearly 70% and
significantly improved employee morale and work atmosphere
Transformed this small TPA into a thriving, quality-driven company with a 400%+ growth in revenues.
SOUTHWEST BUSINESS CORPORATION, San Antonio, TX SVP, Claim Officer 2014
National MGA specializing in auto, property and gap insurance lines; $950M in annual revenues
Recruited by former CEO at QBE. Managed 5 lines of business, property, auto, GAP claims, loss drafts and asset
recoveries. Charged with initiating and completing 4 major initiatives instrumental in meeting the companys
aggressive strategies.
Challenged to build 2 new subsidiary businesses, revamp auto and property divisions, overhaul loss drafts
department, and bring claims into compliance with insurers all with a tight budget and limited resources:
Leveraged technology to implement extensive process improvements including automation features to
facilitate administration of auto and property claims
Developed 2 new TPAs for auto and property to file client claims with other carriers in order to be competitive
in the market and meet rising client demands
Surpassed expectations; improved production by 70% in property claims and 30% in auto claims resulting in a
$2M+ savings annually, scalable as company grew. TPAs contributed projected $1M+ in revenue in first year,
with steady growth.

KYLE RICHMOND

602.703.9931 OR 602.703.8222 WUSUPDOC@GMAIL.COM PAGE 2 OF 2

QBE INSURANCE/BALBOA INSURANCE GROUP, Chandler, AZ AVP/VP 2008 2014

Global Insurance carrier for lender placed insurance, (QBE acquired Balboa in 2011); $15B in annual revenues
Brought on board for expertise in claim handling and policy interpretation. Initially managed 45 associates and
upon VP-level promotion, oversaw more than 350 indirectly. Headed up Lender Placed Property claims, Collateral
Placed Insurance for autos, policy research group, personal auto claims, subrogation claims and Catastrophe
Operations. Responsible for company budget, $16M.
Faced the height of the mortgage crisis with foreclosures at record highs, a tumultuous season for weather
with several tornadoes and Hurricane Ike.
- Formed a strategic plan, rapidly formed a management team to brainstorm handling high claims volume
during economic and weather-related crises; recruited new adjusters and brought in temp-to-hire help
- Cut property claims cycle by 23% and reduced average in paid claims by 22% through training.
Later challenged to proactively plan for catastrophic events and address inefficiencies with claims handlers:
- Named Regional Office Site Leader to head up processes and practices for business continuity in event of
emergencies after partnering with corporate, conducted mock sessions to further prepare
- Participated in a Six Sigma Green Belt project to learn best practices to correct claim performance issues
Greatly minimized inability to conduct business in dire emergencies as Regional Office Site Leader.
Certified by Price, Waterhouse & Coopers as Top Tier. Recognized as one of the top claim
organizations nationally. Slashed cycle time by 75%, reduced errors by 30% and raised customer
satisfaction by 25%.
TRAVELERS INSURANCE COMPANY, Phoenix, AZ Property Claim Unit Manager 2006 2008
Worldwide carrier for property & casualty for auto, residential and commercial lines; $27B in annual revenues
Inherited a group of adjusters absent an onsite manager for several months; and team was understaffed.
Directed team of up to 12 property adjusters with a budget of $1.25M. Collaborated with other managers to
enhance overall claim performance in the region. Hired and trained new adjusters.
Revitalized this team to catapult from last in the country for performance to Top Tier status, ranking
3rd in the country with an 80% improvement in results.
~ Professional Hiatus: From 2003 to 2006, returned to school to pursue additional education on a full time
basis. Earned an MA and then returned to workforce almost immediately upon degree completion~
STATE FARM INSURANCE, Tempe, AZ Claim Unit Manager (1998 2003) 1991 2003
National carrier for property & casualty for auto, residential and commercial lines; $72B in annual revenues
Promoted 4 times; considered fast-tract performer. Directed team of up to 12 property adjusters with a
budget of $1.25M.
Overcame challenge of managing former peers; traditionally against company policy to promote from peer
group. Inspired, rewarded and recognized each member; team became a top performer in the region.
- Pending claims decreased by 36%, cycle times by 32%. DOI and customer complaints fell by 29%.
Developed a communications program to address escalating complaints; curbed grievances by 25% and
boosted satisfaction by 15%; after being appointed lead of a new professional communications committee.
From 1991 1998: Progressed through positions of increasing accountability as Senior Claim Representative
and prior roles as Claim Re-inspector/Trainer, and Claim Representative
EDUCATION & CREDENTIALS
Master of Arts, Organizational Management, UNIVERSITY OF PHOENIX, Phoenix, AZ
Bachelor of Science, Communications & Business, NORTHERN ARIZONA UNIVERSITY, Flagstaff, AZ
Certified Green Belt - Lean | INS General Insurance | LMI Litigation Management Institute through CLM