Patti Brown Hardy 2811 Merriman St Port Neches, TX 77651 409-724-2695 409-201-3558 ph13d89f8@westpost.

net

EXPERIENCE Allstate Insurance Company, January 1985 - October 10, 2009 Career positions held: QUALITY EVALUATOR - Texas Claim Service Area Evaluated adjuster's adherence to company guidelines on contents claims. Select ed targeted re-inspections and designed reporting platform for the entire state. Monitored contents adjuster's inventory collection and field input. Measured efficiencies, opportunities, and mitigation results. Communicated results to uni t managers for employee coaching. Conducted training to enhance quality of entir e contents segment claim handling. Affected quality goals resulting in 43% savings on contents claim severity in Te xas.

UNIT CLAIM MANAGER - Texas Property Market Claim Office Leadership of 12 - 15 property field adjusters. Developed and evaluated unit members for coverage determination, estimate accuracy, and customer service bus iness results. Conducted field rides with adjusters to ensure compliance. Provi ded technical / construction estimating knowledge. Tracked individual and unit r esults in key business measurements. Coached non- performance issues and imple mented improvement process plans. Resolved Human Resources issues with employee s. Communicated business results monthly to Market Claim Manager. Formulated co rrective action plans and yearly goals for the unit. Prepared unit's salary budg et. Conducted employee yearly performance review. Quarterly Leadership Index Mea sure (QLMS) result at 100%

FRONTLINE PERFORMANCE EXPERT - (Process Manager) South Texas Property Market Lead group of unit claim managers in process accountability compliance for the s outhern half of Texas. Formulated, Presented, and Monitored claim department for company procedures and policies for property claim handling. Ran data audits on the critical business measures for South Texas. Prepared comparison reports for South Texas performan ce vs. national performance. Presented results at quarterly business meetings. Subject matter expert for implementation of dispatch and management reporting system. Pre- Authorized payment requests above local market claim office authority for p resenting to Home Office. Maintained security review list for Sarbanes Oxley fi nancial reporting. Maintained Texas Department of Insurance compliance logs. Completed trend analys is for cycle time of the property claim department. Evaluated severity trends by peril. Error &Omission exposures. Subrogation recovery collections for the off ice up by 4% of paid claims. Back up to market claim manager in South Texas reg ion. Managed Vendor compliance.

UNIT CLAIM MANAGER - South Texas Property Market Claim Office Directed the business results of 19 - 21 inside claim representatives and file c oordinators. Conducted phone behavior observations with inside claim handlers. Coached file i nvestigation techniques. Mentored adjusters on customer service communication sk ills. Completed spot check evaluations on employees. Prepared yearly employee ev aluations. Recommended salary budget for unit employees. Administered employee' s yearly performance evaluation review. Interviewed prospective new hire candida tes and extended employment offers. Measured initial contact times to policy holders by the inside team of adjusters . Communicated claim information to sales team of agents. Provided claim update s to the underwriting department. Increased subro submissions by 7% Allstate's Bronze Medal Award Winner Named 2000 Manager of the year for the Great Plains Property Territory. SR. STAFF CLAIM SERVICE ADJUSTER - Texas Property Market Claim Office Addressed policy holder's claim questions and concerns regarding their Homeowner s, Mobile Home, Landlord, Contents, and Liability policies. Solicited informati on to determine extent of coverage and also completed technical estimate of repa irs on the covered items. Assisted the policyholders through the claim process w ith emphasis on resolution resulting in denial or payment of their claim. Ident ified and initiated subrogation recovery and salvage handling. Completed follow up contacts with the customers to ensure their claim experience satisfaction lev el.

QUALITY VENDOR PROGRAM ADMINISTRATOR - Beaumont Field Claim Office Implemented the contractor and expert vendor referral program in the Beaumont an d Bay Area offices. Contacted contractors and other specialty vendors to determi ne qualification for company program including review of their financial informa tion, insurance coverage and customer service ratings. Monitored the claim offic e's use of the vendors to ensure compliance with company guidelines and prepared trend reports for regional and local management. Designed a measurement tool fo r the vendor's performance. Managed the collection of the performance data. Ma de sight visits to the vendor's office quarterly to communicate their performanc es in the key measurement areas. Selected and Deleted vendors from the program a s needed. In 1994 appointed as the National Catastrophe Team Administrative Cla im Manager for the Northridge Earthquake Catastrophe Center in Brea, California. Reconciled daily defalcation lists to ensure check writing security by field adj usters and independent adjusters in the field. Worked to resolve coverage posti ng problems to disburse to the field locations. Prepared daily managerial work c ondition reports for the center. Responsible for verifying reserving exposures f or posting accuracy. Provided oversight for the Department of Insurance complia nce unit. Winner of Allstate's Good Hands Award. STAFF CLAIM REPRESENTATIVE - Beaumont Field Claim Office Conducted investigation of coverage, liability assessment, and injury evaluation . Documented pertinent facts, evaluated exposures. Identified and initiated sub rogation recovery potential. Negotiated with first and third parties and/or thei r legal representatives. Evaluated settlement value on contents theft and fire losses. Provided support to Claims Management on special projects. Member of N ational Catastrophe Team and traveled to catastrophe locations to handle claim a ssignments. Introduced, Trained and Coordinated Allstate's Flood Insurance prog ram. Communicated with the sales partners to advise of claim activity involving

their clients. Selected as member of the Allstate Houston Region Employee Advi sory Board. Awarded 1993 Allstate's Claim representative of the Year. Received Allstate's Chairman's Quality Award. EDUCATION BBA, Lamar University Beaumont, TX, 1982, Business Management/Economics LICENSES Property Casualty Adjuster, Issued by Texas Department of Insurance CERTIFICATION National Flood Insurance Certification, 1996 - Federal Emergency Management Admi nistration Haag Engineering Roof Certification, 1997 Water and Fire Mitigation Certified, 2000 Texas Department of Insurance - Licensed Adjuster # 287716 Commercial Casualty Risk Management, 1984 - The Society of Certified Insurance C ounselors Personal Lines Risk Management, 1984 - The Society of Certified Insurance Counse lors Arson and Fraud Investigation, Tech-Cor Training Division of Allstate MSB Estimating Platform, Marshall & Swift Boeckh Ethical Awareness and Decision Making - Legal Compliance, 2008 CAREER HIGHLIGHTS Increased business unit's customer service results to 96% Reduced contents claim non-conformances resulting in a 43% improvement in conten ts severity goal for the state of Texas. QLMS result of 100% based on employee's rating of their overall satisfaction wit h management. Administrative claim manager for Allstate's Northridge Earthquake Catastrophe. Numerous Catastrophe Deployments including Hurricanes: Andrew, Katrina, and Rita . Selected to coordinate the company's initial 'Write your Own' Flood program for Allstate. Contributor and trainer for Allstate's Six Sigma Claim Core Process Redesign ini tiative. Allstate Good Hands Award Allstate Chairman's Award 1993 Claim Representative of the Year 2000 Manager of the Year Allstate Bronze Medal Award Sabine Chapter Business and Professional Women's Club - Young Careerist of the Y ear SKILLS Property Damage Evaluation and Risk Assessment Vendor Management and Compliance Insurance Principles and Procedures Residential and Commercial Construction Knowledge Computer Structure Repair Estimating Platform Knowledge Trained on MSB and Xactimate Platforms Severity Trend Analysis and Report Preparation Written and Verbal Communication Skills Diagramming and Measurements Hazard Document Report Preparation Microsoft Office Proficient Subrogation and Salvage Fraud / SIU experience

Worker's Compensation Medical Claims Excellent Customer Service Skills Leadership / Management Media Training and Presentation

COMMUNITY SERVICE Church Staff -Parish Relations Board Past President of Texas Federation of Business and Professional, Women's Club, I nc. Past VP Sabine Claims Association of Beaumont Local PTA Southeast Texas District Youth Camp-UMC-Dean of Women