Indiana Wesleyan University

IWU National & Global

Kettering University

American Educational Institute

Energetic and passionate about visionary leadership and change management.

Resultant

Change Management Consultant

Deploying The Hartford Way and supporting the Enterprise Process Improvement team.

The Hartford

Change Agent

•	Complete national and local level diagnostic work through data-driven analysis of top operational opportunities and present findings
•	Participated in the design of a quality review and coaching model intended to drive key performance metrics and customer experience.
•	Leverage lean and six sigma methodology to drive standardization of work
•	Lead Kaizen events for senior leaders and provide suggestions and feedback for leadership practices to support Continuous Improvement across the organization.
•	Facilitated training for leaders and front line performers specific to Root Cause Problem Solving and other Continuous Improvement methodologies.  
•	Lead sustainability maturity reviews to ensure intended outcomes were being achieved

Allstate

Change Agent - Continuous Improvement

•	Led a team of up to sixteen front line performers.
•	Facilitated daily huddles and discussion around key performance metrics.
•	Headed development and mentor initiatives for 230 employees.
•	Exceeded performance objectives consistently.
•	Better than Expected performance rating four consecutive years.
•	Mentored new leaders regularly.
•	Actively participated in Continuous Improvement training and facilitation

Team Leader

•	Supported New York, New Jersey and North Central Claim Service Area partners with Express-related concerns and inquiries 
•	Responded to 100% of requests received within 24 hours 
•	Supported the Express Claim Service Area with process and compliance trend analysis and tracking
•	Provided detailed analysis reports to local senior leaders with coaching trends
•	Communicated with customers and other employees as necessary to resolve concerns
•	Served as an advocate for Allstate Claims by being an expert on claims best practices

Liaison

•	Completed contacts with insured and claimants to gather recorded statement to determine liability on claims presented against the insured.
•	Gathered all needed support and documentation from outside agencies to make liability determinations, including police, fire and weather reports.
•	Prepared files to defend against suits received by insured customers.

•	Completed 100% of contacts with customers within 24 hours of notice.  
•	Negotiated claim settlements of total loss claims with insured and claimant customers, settling 90+ percent of claims based on actual cash value with little additional concession.
•	Maintained an exceptional level of customer satisfaction and better than expected performance reviews.
•	Worked to ensure proper salvage value was received.

Claims Adjuster

•	Observed and evaluated work product from a team of front line claim professionals to ensure the delivery of the highest quality customer service
•	Coached and developed employees in alignment with culture of coaching to provide continuous improvement to the team
•	Provided oversight to the front line during the absence of leadership

Quality Assurance Specialist

Subrogation

•	Delivered excellent customer service while taking thousands of First Notice of Loss reports and inquiry calls each year
•	Specialized in subrogation preparation 
•	Attained expert knowledge of Next Gen, as well as all Auto coverages, associated claim handling processes and documentation requirements
•	Utilized good judgment to resolve customer complaints and bring claims to fast, fair and equitable resolutions

Angela McDowell