Melissa Fowler, CIP
Surrey,BC
Summary
Knowledgeable Claims Manager with strong background in claims management and effective risk mitigation. Proven track record of resolving complex claims issues and improving workflow efficiency. Demonstrated ability in team leadership and strategic problem-solving.
Experienced with claims assessment, negotiation, and resolution. Utilizes strategic problem-solving to manage high-volume claims efficiently. Track record of enhancing team performance and ensuring compliance with regulatory standards.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Claims Manager
Stratford Underwriting Agency
03.2023 - Current
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Managed a team of adjusters, providing coaching and performance feedback for improved productivity.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Developed training materials to ensure consistent handling of claims across the department.
- Negotiated settlements with claimants, achieving fair outcomes while controlling costs.
- Mentored new hires on company policies/procedures enabling them to quickly become proficient in managing claims.
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities.
- Analyzed claims data, identifying trends and areas for improvement in processes and policies.
- Kept up-to-date on industry developments to maintain a competitive edge in handling diverse claim scenarios effectively.
- Championed insurance claims process by providing expert knowledge and building positive, trusting relationship to support clients during challenging times.
Unit Manager, Claims
Stratford Underwriting Agency
08.2020 - 03.2023
- Developed operational strategies to improve resource allocation, maximizing efficiency.
- Responded to client inquiries promptly, ensuring timely resolution of issues.
- Motivated team to exceed performance expectations, resulting in high employee engagement.
- Evaluated employee performance regularly for professional growth opportunities, accountability measures, and feedback-driven improvement strategies.
- Ensured compliance with regulations and standards through regular audits, staff education, and policy updates.
- Mentored new hires during orientation periods for seamless integration into the team while maintaining high-quality patient care standards.
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Optimized staffing levels by monitoring unit needs and making data-driven adjustments to scheduling as necessary.
- Increased staff retention rates with supportive leadership techniques, mentoring programs, and positive work environment initiatives.
- Drove significant improvements in team morale and engagement, organizing motivational events and recognition programs.
Team Leader, Auto Claims
Economical Insurance
04.2013 - 09.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Assisted in recruitment to build team of top performers.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
Education
Chartered Insurance Professional
Insurance Institute of Canada
01-2018
Skills
- Claims analysis
- Policy interpretation
- Claims investigation
- Procedure implementation
- Investigation techniques
- Claims auditing
- Team leadership
- Planning and organization
- Performance monitoring
- Call center transactions
Certification
- Chartered Insurance Professional
- Level 2 License - General
Timeline
Claims Manager
Stratford Underwriting Agency
03.2023 - Current
Unit Manager, Claims
Stratford Underwriting Agency
08.2020 - 03.2023
Team Leader, Auto Claims
Economical Insurance
04.2013 - 09.2018
Chartered Insurance Professional
Insurance Institute of Canada
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