Rachelle Steel, CIP
Calgary,AB
Summary
Dynamic leader with extensive experience in case management and team development. Skilled in enhancing employee performance and satisfaction through targeted training and support. Proven ability to drive operational improvements and resolve complex issues in high-pressure environments. Committed to fostering a collaborative workplace culture that encourages growth and innovation.
Overview
17
17
years of professional experience
Work History
Manager, Case Management
Litco Law
Calgary, AB
04.2024 - Current
- Led initiatives to enhance team performance and employee satisfaction, resulting in a more cohesive work environment.
- Recruited and developed high-performing teams, ensuring alignment with company goals and objectives.
- Resolved escalated client inquiries, providing timely and effective solutions to maintain high customer satisfaction.
- Streamlined communication processes between departments, improving efficiency and collaboration.
- Implemented training programs that increased employee skills, and reduced operational inefficiencies.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback. Delegated work to staff, setting priorities, and goals.
Client Solutions Coach
Litco Law
Calgary, AB
10.2022 - 04.2024
- Led a team of consultation specialists. Conducted ongoing training sessions, evaluated performance, and facilitated communications between departments.
- Managed client concerns and escalations.
- Provided guidance on complex cases and assisted with problem solving.
Client Solutions Case Manager
Litco Law
Calgary, AB
07.2021 - 10.2022
- Handled intake procedures for challenging and critical cases.
- Provided mentorship to Client Solutions team regarding intake details.
Case Manager
Litco Law
Calgary, Alberta
05.2019 - 07.2021
- Oversaw client files from initial meeting through final cheque delivery.
- Enhanced client experiences through strategic assistance.
- Reduced file processing time by ensuring compliance with all legal requirements.
- Handled large volume of files ranging from 400 to 600.
- Guided client care staff through advanced techniques and expectations.
- Fostered strong professional relationships with legal teams, adjusters, and industry professionals.
- Analyzed client documents to extract relevant data.
- Executed quantum assessments and developed proposals for files.
- Assisted with obtaining instructions from clients, and supported litigation negotiations.
Bodily Injury Field Adjuster
Wawanesa
Calgary, Alberta
09.2015 - 05.2019
- Reviewed police reports, medical treatment records, medical bills, and applicable regulations to determine the extent of liability and coverage.
- Consulted with defense counsel regarding potential legal strategies associated with personal injury cases.
- Researched case law applicable to pending matters involving personal injury claims.
- Negotiated settlements with claimants or their representatives in an effort to resolve claims expeditiously.
- Interpreted insurance policy language to apply appropriate coverage.
- Provided guidance to junior adjusters on complex bodily injury claim issues.
Claims Specialist
Co-operators General Insurance Company
Calgary, Alberta
01.2008 - 09.2015
- Several roles were held while at this job. I started as an auto adjuster. Several years as a team lead and claims specialist, responsible for the team's day-to-day technical and operational support.
- One-year contract as Commercial Underwriting Supervisor.
- Led teams of 8 to 12 adjusters while serving as a Team Lead and Claims Specialist. Led a team of 21 to 25 underwriters while working as the Commercial Underwriting Supervisor.
Education
CIP -
Insurance Institute of Southern Alberta
Calgary, AB10-2013
Skills
- Team leadership and development
- Customer relationship management
- Operations management, problem-solving and decision-making
- Performance management
- Training and mentoring
- Empathy and emotional intelligence
Ongoing Education
- Continuously pursuing professional development through industry workshops and seminars to stay updated with the latest trends in insurance and case management.
References
References available upon request.
Timeline
Manager, Case Management
Litco Law
04.2024 - Current
Client Solutions Coach
Litco Law
10.2022 - 04.2024
Client Solutions Case Manager
Litco Law
07.2021 - 10.2022
Case Manager
Litco Law
05.2019 - 07.2021
Bodily Injury Field Adjuster
Wawanesa
09.2015 - 05.2019
Claims Specialist
Co-operators General Insurance Company
01.2008 - 09.2015
CIP -
Insurance Institute of Southern Alberta