Director, Senior Claims Business Consultant at Nationwide Insurance (2022-01 – Present)
- Lead enterprise customer experience, strategy, and transformation initiatives across Commercial Lines casualty, property, and workers compensation operations, translating complex business and customer needs into scalable process and technology solutions.
- Partner with executive leadership, Legal, Compliance, Technology, and Claims Operations to define priorities, redesign workflows, and improve customer journeys, quality, and business performance.
- Spearheaded an enterprise digital adoption strategy that increased electronic claim payment utilization by 57% within six months, reducing friction and improving speed and convenience for customers.
- Serve as Chief Root Cause Problem Solving Advisor, combining data, stakeholder input, frontline insights, and process analysis to diagnose ambiguous operational issues and translate findings into sustainable actions.
- Directed enterprise compliance strategy that reduced Medicare Claims Compliance errors by 95% through operating governance, training, reporting, and process redesign.
Medicare Claims Compliance Manager at Erie Insurance Exchange (2019-01 – 2022-12)
- Led strategy and operations for Medicare compliance, aligning regulatory requirements with customer service, technology, quality, and operational priorities across Liability and Workers Compensation.
- Partnered with IT and business leaders to design and implement 15 Guidewire enhancements that improved workflow consistency, data quality, usability, and employee experience.
- Expanded the Medicare Resource Team and scaled process improvements contributing to a 20% reduction in compliance errors.
- Translated performance data and operational trends into recommendations for Directors and Vice Presidents on quality, risk, customer impact, and enterprise priorities.
Liability Claims Manager at Erie Insurance Exchange (2013-01 – 2019-12)
- Served as Interim Liability Claims Director for Maryland operations, setting priorities, providing leadership continuity, and supporting executive-level decisions in a complex service environment.
- Led remote professionals managing complex customer issues and litigated exposures while balancing service, quality, compliance, workload, and financial outcomes.
- Directed service delivery for a commercial middle-market account exceeding $1 million in premium, strengthening stakeholder relationships, service consistency, and operational performance.
- Built team capability through coaching, performance management, onboarding, and leadership development; completed Erie's Corporate Leadership Program for Vice President successors.
Bodily Injury Claims Specialist III at Liberty Mutual Insurance (2008-01 – 2011-12)
- Managed complex litigated and non-litigated bodily injury claims across multiple jurisdictions, resolving high-exposure customer matters through analysis, negotiation, service recovery, and stakeholder communication.
- Selected to lead Standard Work Pilot initiatives focused on scalable process consistency, operational efficiency, and service quality.
- Supported catastrophic loss response efforts during Hurricane Ike, helping customers navigate urgent, high-friction, and complex losses.
Field Bodily Injury Claims Representative at Farmers Insurance Exchange (2004-01 – 2007-12)
- Investigated, evaluated, negotiated, and resolved casualty and bodily injury claims involving complex liability, damages, and customer needs.
- Negotiated settlements with attorneys, claimants, and insureds while maintaining regulatory, financial, and customer experience standards.
- Contributed to enhanced training programs that strengthened onboarding, process consistency, and capability development for new claims professionals.
Area Manager at Amazon
- Led high-volume fulfillment operations spanning 75-100 direct reports, using performance metrics, frontline observations, and continuous improvement practices to drive productivity, quality, safety, and reliable customer delivery.
- Directed workforce planning, leadership development, OSHA compliance, performance management, and process improvement in a fast-paced operating environment requiring rapid prioritization and execution.
Managed Care Systems Analyst at Providence Hospital
- Managed payer contract administration, reimbursement analysis, provider relations, and service issue resolution across a complex healthcare operating environment.
- Designed a retro-authorization process that reduced denials, improved process reliability, and strengthened revenue integrity.
Outreach Marketing Coordinator / Lease-Up Leasing Consultant at Camden Property Trust
- Led outreach strategy supporting the lease-up of a new 508-unit residential community, building awareness and qualified prospect demand.
- Developed business partnerships and managed the end-to-end leasing journey in support of occupancy, revenue, and customer experience goals.
