Michael James Knapp34831 N Forest Ave, Ingleside IL, 60041

Mobile (224) 627-0497Michael.knapp@libertymutual.com

ObjectiveI aim to be a leader in which I am able to mentor those that need guidance, to take on a challenge that will allow me to demonstrate my skills of efficiency and bring top tier customer experience while maintaining loss cost accuracy.

ExperienceLiberty Mutual Insurance

Sr. Claims Auditor (4/2102-Present) Review coverage, CI Quality Standards and state compliance regulations with stakeholders

ensuring claim processing accuracy Assist Lead Auditor with analyzing data and reporting continuous improvement opportunities to

Claim Management Collaborate with regions confirming calibration accuracy between primary and secondary reviews Develop and design workflows and job aides supporting the CI Training and Field Operations Conduct field quality reviews to ensure individual contributor’s estimates adhered to the

commercial property building guidelines Communicate findings results to team and regional managers Served as technical expert for Commercial Property in masonry in addition to presenting classes

and training. Conduct training for property adjusters on estimating

Safeco Insurance

Sr. Claims Examiner (2008- 4/2012) Investigate and document coverage’s for commercial and personal lines property policies Deliver excellent oral and written communication/customer service to policyholders and agents Develop and provide training and mentoring to peers ensuring high quality claim files Inspect commercial and personal lines properties, along with writing estimates in Xactimate at

loss location Handled large loss and managed vendors Negotiated agreed cost of repairs with contractors Consistently handle claims in accordance with Property Claim Quality Standards Maximize use of system tools maintaining financial accuracy

Claims Auditor (2006-2008) – North East Regional Re-inspector Re-inspect home owners claims to ensure estimates were written with accuracy Provide feedback to the regional manager using Athenium style reporting Ensured continuous improvement through training and mentoring individual contributors Tracked the progress of individual contributors documenting improvements and areas of

opportunity Territory consisted of 13 states

Catastrophe Auditor (2003-2006)

Shadowed individual contributor and independent adjusters while going to client inspections to ensure estimates were written with accuracy and top tier customer service was delivered

Communicated finding to managers and vendor firms

Catastrophe Field Examiner (2001-2003)

Traveled to locations within the United States where a catastrophe took place Contacted customers and set up inspections in accordance with company guidelines Inspected and wrote estimates on site for home or auto using Xactimate or CCC Provided top tier customer experience by issuing draft checks on site Worked with agents to develop relationships to ensure customer satisfaction

Consolidated Service Corporation

Independent Adjuster (1999 – 2001)

Assess damage to heavy equipment and automobiles Created estimates using Mitchell Estimating System Negotiated settlements with repair shops

EDUCATION and CERTIFICATIONS

Western Illinois University - Bachelor of Science – May 1997Major - Law Enforcement and Justice AdministrationMinor - Computer Science and Sociology

Haag Engineering – Commercial Roof Certified Id# 201312203 AIC – In progress

Lake County Vocational – Building TradesThird year carpenter apprentice Brick layer labor

I-CAR - Electronics for collision repair 1, 2, 3 and 4, Collision repair 2000+, Advanced Vehicle Systems (AVS), Aluminum repair, replacement and welding, Plastic repair update, and Adhesive bonding.

INTERNSHIPSeattle Police Department Jan - May, 1997 Training, Audit and Procedures Unit Improved Department procedures through policy revisions Observed “ride-along”, K-9, Gang, Patrol, and DWI Units

REFERENCES AVAILABLE UPON REQUEST