Crystal M.

About Crystal M.

I have over 15 years of experience in the claims industry, corporate risk management, and project management. I am proficient in leading a team, training & development of direct reports, settlement negotiations, premise liability, fatality/serious bodily injury, litigation, mediation, leadership, property damages, policy coverage, and SIU.Areas of expertise include:* Cross-Functional Team Leadership* Project Management * Risk Management *Wildfire Investigations * High Exposure Risk Evaluation * Negotiations * Insurance & Policy Interpretation * Serious personal injury including fatalities* Mediation and Litigation* Commercial Fleet* Personal-lines Auto *Homeowners claims*Xactimate estimating * Leadership* Research and Investigation* Customer Service * Process Improvement * Training and Development * SAP, OpenText, Guidewire * Residential Construction * Change Management* Automation

Experience

1. Manager, Claims Department

   Puget Sound Energy

   Nov 2022 — Present · Bellevue, WA, US

   Lead a 15-member claims team overseeing comprehensive property and casualty investigations, including auto, bodily injury, and infrastructure damage claims. Drive strategic initiatives in litigation management, cost recovery, and risk mitigation while optimizing operational efficiency and enhancing customer experience.• Enhanced risk management and compliance by strengthening vendor contracts with improved indemnification language and standardizing investigation procedures to ensure consistent adherence to laws and regulations • Delivered exceptional financial results through strategic budget oversight, reducing legal expenses by six figures and increasing infrastructure damage recovery by 27% via targeted cost-recovery strategies and legal coordination • Optimized claims operations by establishing robust claim reserves, implementing a fleet telematics system, and developing standardized accident reporting procedures from vendor selection through installation • Strengthening shareholder relationships by partnering with senior leadership and external vendors to drive process improvements, while resolving escalated customer disputes with empathy and precision • Led transformational initiatives including after-hours claims coverage implementation, department website development, formalizing the service provider tender process, and managing change for new technology adoption • Developed high-performing teams through structured feedback, clear performance expectations, comprehensive staff training, and audit processes that significantly reduced liability exposure • Managed complex litigation matters by directing pre-suit claims resolution, securing favorable settlements through robust negotiations and mediation, and coordinating legal partnerships for optimal outcomes

Education

• HarvardX

  Exercising Leadership, Business Administration and Management, General

  2021 — 2021

• University of Washington

  American Studies, Ethnic Studies

  2006

• Fox Valley Technical College

  Residential Building Construction, Property Claims

  2010 — 2010

• University of Adelaide

  Risk Management for Project Management , Project Management

Skills

• Negotiation
• Litigation Management
• Human Resources
• Investigation
• Customer Service
• Project Management
• Microsoft Office
• Automobile Liability
• Fraud Investigations
• Event Planning
• Recruiting
• Training & Development
• Microsoft Excel
• Powerpoint
• Team Motivation
• Mentoring
• Microsoft Word
• Team Leadership
• Litigation
• Liability
• Microsoft Powerpoint
• Liability Analysis
• Associates in Claims, the Institutes
• College Recruiting
• Guidewire
• Casualty Insurance
• Claim
• Property Damage
• Legal Liability
• Property & Casualty Insurance
• Claims Handling
• Insurance
• Xactimate
• Teaching
• Claims Management
• Research
• Microsoft Outlook
• Medical Records
• Leadership
• Umbrella Insurance