William Harms
Richmond
Summary
Results-driven insurance expert able to handle leadership responsibilities in managing claims teams. Skilled in risk assessment, claims processing, and conflict resolution. Strong focus on team collaboration, adaptable to changing needs, and consistently achieve high-impact results. Reliable, strategic thinker with talent for motivating teams and optimizing workflows.
Overview
13
13
years of professional experience
Work History
Quality Control Team Leader
Allianz
11.2023 - Current
- Managed a team of over 30 associates who audited claims approvals from entry-level employees
- Collaborated with teams across multiple countries to shorten file lifecycle and improve claim adjudication quality, resulting in an inter-departmental improvement of Payment Accuracy by 8.63% from 2024 to 2025
Claims Team Leader
Allianz
09.2022 - 11.2023
- Managed all aspects of a team of 12 associates who adjudicated travel insurance claims, including coaching, performance management, and development
- Oversaw daily claims processing, ensuring compliance with company policies and regulatory standards.
- Implemented a case management system for claims and associate assignments
Telephone Claims Representative II
GEICO
01.2021 - 09.2022
- Negotiated complex Bodily Injury claims to protect policyholders from liability, in addition to all job duties from prior position. Responsible for assessing and adjusting reserves for claims
- Navigated statutory requirements during settlement across multiple states, including DC, MD, PA, and DE
Telephone Claims Representative I
GEICO
11.2017 - 01.2021
- Processed insurance claims efficiently, ensuring adherence to company policies and regulations. Investigated liability, coverage, and injury disputes involving motor vehicle accidents
- Engaged in problem-solving and de-escalation with customers to provide them with an optimal customer experience while fulfilling policy and statutory requirements.
Program Director
ACTS Helpline
11.2015 - 11.2017
- Responsible for all aspects of a 24/7 crisis hotline with an annual call volume of 40,000+
- In charge of screening, hiring, training, and disciplining all employees and volunteers, in addition to training and ongoing education
- Transitioned all reporting from paper worksheets to a digital reporting software, developed a call monitoring and evaluation system
- Worked with CFO to integrate grants and expenses to manage an annual budget of over $1 million
Assistant Director
ACTS Helpline
12.2012 - 11.2015
- Recruited, Coached and managed employees and volunteers from diverse backgrounds, including evaluating calls and providing active coaching
- Developed and reported on program grants
- Upgraded all phone systems from an analog system to VOIP
Education
Bachelor of Science - Psychology
University of Mary Washington
Fredericksburg, VA01.2012
Skills
- Claims management expertise
- Strategic Decision-making
- Policy interpretation
- Insurance industry acumen
Timeline
Quality Control Team Leader
Allianz
11.2023 - Current
Claims Team Leader
Allianz
09.2022 - 11.2023
Telephone Claims Representative II
GEICO
01.2021 - 09.2022
Telephone Claims Representative I
GEICO
11.2017 - 01.2021
Program Director
ACTS Helpline
11.2015 - 11.2017
Assistant Director
ACTS Helpline
12.2012 - 11.2015
Bachelor of Science - Psychology
University of Mary Washington