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11586 S. Tumble Brush St. Home 303.257.7757
Parker, CO 80134 Cell 303.725.0880
Field & Home Office Operations / Property & APD Claims / Catastrophe Response Ma
Vice President, Director
Strategic and hands-on leader with consistent success in directing teams and dri
ving product strategies to deliver outstanding results in highly challenging sit
uations. Motivational and effective manager able to attract top talent and build
quality teams. Strong and decisive leadership competencies, yet flexible in res
ponding to constantly changing organizational and industry demands. Core qualifi
cations include:
Damage Analysis
Client Relations
Catastrophe Response
Business Development
Salvage Disposition
Expense Control
Change Management
Operations Management
Strategic Planning
Vendor Relations

Technical Insurance Policy Training & Leadership

LIBERTY MUTUAL AGENCY MARKETS, Centennial, Colorado / Pewaukee, Wisconsin
2006 to Present
Subsidiary of Liberty Mutual Holding Company a" One of the top Property & Casual
ty insurers in the US with 45,000 employees and $31B in annual revenue (Fortune
100 company).
Assistant Claim Manager a" Property Unit (2008 to Present)
Regional Property / APD Claims Unit Manager a" Hawkeye Security Insurance (2006
to 2008)
Recruited in 2006 to direct regional multiline Personal & Commercial Lines Prope
rty and APD Claims units across a 4 state territory. Led Claims Analyst and Resi
dent Field Adjusters, and managed multi-million dollar losses (up to $7M per inc
ident). Promoted in 2008 based on strong performance and relocated to Colorado a
s a 2nd level regional manager for Commercial Property, APD Total Loss, and supp
ort operations covering a 12 state territory (start-up operation). Led 4 front l
ine unit operations that handled severity property claims and APD total loss; ha
d 4 direct reports (Unit Managers) and 33 indirect reports.
Assistant Claim Manager a" Property Unit (2008 to Present)
a Trained and led Unit Managers to dramatically improve quality ratings. Deliver
ed exceptional results:
a"Achieved 86% quality rating with 8% outcome variance (leakage) in 2008, 89.7%
with 4.8% outcome variance in 2009, and 90.1% quality rating with 2.7% outcome v
ariance in March of 2010 (outstanding result).
a"#2 out of 16 field claim offices and 4 claim service centers.
a Reduced inherited, aged pending salvage of more than 90 days from 49% (748 out
of 1512) to 17% (168 units) by recruiting vendor service teams and performing e
xtensive file audits (worked many weekends).
a Created & implemented vendor billing reconciliation system that eliminated a 6
month backlog. Streamlined & implemented billing process utilizing existing tec
hnology and working in cooperation with claim offices and IT staff.
Regional Property / APD Claims Unit Manager a" Hawkeye Security Insurance (2006
to 2008)
a Instrumental in reducing adjustment expenses 38% ($350k to $217k) in 1 yr. by
developing robust Commercial Property repair program & working in cooperation wi
th Underwriting to provide world-class networked services.
a Improved customer satisfaction rating from 88% to 96.5% in 7 months to exceed
corporate objective (95%) by conceiving, developing, and implementing a standard
ized claimas workflow process.
a Trained, developed, mentored, and led employees to significantly improve field
performance and achieve & exceed goals and objectives.


97 to 2006
$6.4B property & casualty mutual insurance Co. with 7,500 employees and 8,000 ca
ptive agents a" Fortune 500 Co.
Catastrophe Field Operations Site Manager (2002 to 2006) / Physical Damage Claim
Manager (1997 to 2002)
Recruited as first-line manager to direct the Physical Damage Unit in the Northe
rn Kansas Region. Responsible for all automobile damage claims, including total
loss. Successfully led 8 field resident analysts, 6 inside multiline adjusters &
2 support staff. Challenged with achieving branch goals & revenue objectives.
Promoted in 2002 based off strong performance to manage declared catastrophe eve
nts for the entire organization. Directed field & vendor management teams and wa
s tasked with immediately driving or flying to affected areas to set-up command
posts and procure assets & facilities that established temporary branch claim of
fices; led on-site operations until claims were resolved (projects lasted from 3
to 12 weeks).
Catastrophe Field Operations Site Manager (2002 to 2006)
a Spearheaded 4-month project, successfully managing a $350k budget and ensuring
all goals were met. Worked in cooperation with VPas in Claims, Underwriting, Le
gal, and PR in addition to outsourced advertising firms to ensure project comple
tion; packet is still in use to this day.
a Reduced claims severity by 7% as the Project Leader for the Centralized Auto S
alvage project. Identified and established strategic alliances with salvage vend
ors and led the rapid disposition & processing of more than 3,100 aged inventory
a Reduced pending inventory from 50% to 18.5%, decreased claim severity, and inc
reased revenue by $78k as Special Project Lead on Salt Lake City project.
Physical Damage Claim Manager (1997 to 2002)
a Delivered the lowest (best-in-class) claim severity for 3 consecutive years du
ring tenure by creating highly-successful ride-along program & leading field ana
lysts to perform diligent re-inspections.
a Trained, developed, mentored, and led HR and administration personnel to surpa
ss corporate expectations; several employees went out to become managers and/or
senior managers.
a Achieved exceptional audit scores (top 3 of 24 branch offices) by creating and
implementing a comprehensive procedural manual.
a Reduced accident severity and improved organization performance. Established a
new strategic unit that managed complete files from inception to close-out.
BS a" Business Administration/Marketing WESTERN INTERNATIONAL UNIVERSITY (1992)
(Graduated Magna Cum Laude a" 3.71 GPA) Phoenix, Arizona
CPCU (Chartered Property & Casualty Underwriter)
AIC (Associate in Claims)
AIM (Associate in Management)
SCLA (Senior Claim Law Associate)
ICAR Certified (advanced vehicle systems, SRS systems and electronics)
ASE Certified (Collision Repair Estimator)
Licensed adjuster in Wyoming, California, and New Mexico
Member CPCU Society
Instructor AICPCU