Lee Swann

About Lee Swann

I am a dedicated professional with a background in personal and commercial insurance and a passion for writing and creativity. With almost 10 years in the insurance industry, I have honed my skills in managing and leading teams to achieve performance improvements. My journey has been complemented by my active involvement in Diversity, Equity, and Inclusion initiatives, where I have facilitated training sessions and co-hosted a podcast to promote mental health and well-being. I have over 20 internal awards for excellence across claims and contact centers as an individual contributor and leader with strong project management skills, and trainer with 20 years content creation and presentation experience. I drive success on any team positively influencing productivity and performance at the individual contributor level, peer leader level, and with senior leaders. As a writer with more than 15 years of experience, I have crafted technical and creative materials, authored a poetry book, an award-winning self-help leadership book, and a 12-month self-help reflection journal, and produced podcasts that resonate with diverse audiences. My educational foundation in finance and business management has equipped me with strategic planning and analytical skills, which I have applied in various individual contributor and leadership roles. Inclusive in my professional endeavors, in my mental wellness advocacy I aspire to effective communication and innovative content creation to carry on the always timely message of taking care of self as a testament to my commitment to fostering inclusive environments and empowering individuals through storytelling and leadership.

Experience

1. Commercial Claims Team Manager

   Liberty Mutual Insurance

   Mar 2023 — Present

   Managed a team of representatives handling commercial claims for auto, property, general liability & bodily injury. Collaborated with peer leadership for hiring process, training & development for onboarding new employees.Conducted stakeholder/account manager/broker claims account review, needs assessments, and liability meetings. Facilitated training sessions for adjuster alignment resulting in performance improvements, and my creating & implementing [1] Claim Documentations Best Practices Resource to improve quality assurance & [2] Claim Life Cycle Resource which improved Unit results in the following metrics comparing Q1 2023 and Q1 2024: Calls Answered Live increased 12.4%; Telephony Time Available increased 8%; decreased Rental usage by 3 days; reduced Days to 1st Pay for 1st Party by 3 days and for 3rd Party by 6 days.Inspired employees by providing recognition, development opportunities and career coaching as needed, increasing team eNPS participation by 94% in 6 months. Co-conducted Specialty Unit Townhall leading DEI presentation to align department expectations with leadership goals. Represented GRS Specialty Unit in U.S. Casualty Roundtable & Panel, “Pursuing Your Tomorrow, Together”. Partnered with Human Resources for underperforming employees as needed for performance action

Education

• National Academy Foundation

  Finance, International Finance, Accounting, Business Management & Administration, Economics

• Overlea High & Academy of Finance

  High School Diploma