Jennifer King

Uscm Claims Team Manager @Liberty Mutual Insurance

Lake Mary, FL, US

Managed the Coverage Team through numerous changes over the last year through organization, communication, and training: centralized Coverage in Lake Mary to improve quality, grew the team from 9 to 24 employees, tested and trained for Safeco-Navigator Integration impacts, and expanded the team into Liberty Lake, WA.· Continuously improved our customer’s experience through problem solving and partnership with Sr. Leadership to meet SLA demands.· Created a talent pipeline into the organization by building relationships with the other LOBs, and promoting 14 Lake Mary Support (8 from Coverage) into APD, Property, No Fault, Cat, and BI.· Participated in Safeco-Navigator Integration UAT, working with Product and IT, to identify and triage defects and challenges, and develop job aids to enable speed to proficiency.· Led the expansion of the D&I program into all Support Hubs, ensuring we had a monthly focus and activity to engage our employees; kept the leadership team involved by providing updates (plus/delta, preview of next month, and budget needs) monthly, during their staff meeting, and consulted with each hub to help remove obstacles.· Support representative for the following programs: Shine Ambassador, Lake Mary Leadership Networking Committee, Standard Calendar CI/Committee/Focus Group, Digital Huddle Boards, Serve with Liberty Lead, and on the National EOS Committee.· Built relationships with the Quality team to ensure we are aligned on what good looks like, in order to produce great work for our customers, or identify improvement opportunities.· While on Special Project, utilized partnerships with Product teams, the LOBs, Compliance, and the Coverage Team to complete an overhaul of Coverage Standard Work including updating outdated information, making several procedure changes to improve customer service, and improving the look, feel, and layout to ensure ease of use. Communicated and Trained Coverage Team, QI Team, and Supervisors on new Standard Work.

Austin Peay State University

Double Major: Music Education and Athletic Science. Minor: Business