Chelsea Ward

Learning & Development Lead

Openly

Feb 2026 - Current (9 months)

Claims Operational Excellence Specialist (Instructional Design & Training Lead)

Openly

Jul 2023 - Current (3 years 4 months)

Designed and facilitated comprehensive training modules for current employees, including web-based modules and live instruction sessions, significantly enhancing claims processing efficiency and knowledge retention.

Developed and implemented a revamped onboarding experience for new hires, resulting in a 30% increase in claims handled within the first 5 weeks and a 5-day reduction in cycle time.

Achieved significant improvements in coverage training program effectiveness, evidenced by a substantial increase in Coverage Assessment scores

Created and delivered comprehensive training programs in collaboration with the Vendor Management Team, enhancing claims handling efficiency through effective vendor utilizati

Senior Trainer

Progressive Insurance

Apr 2022 - Jul 2023 (1 year 4 months)

- Design and execute training programs to advance the claims organization's business priorities
- Orchestrate learning solutions that build employee capability at all stages of the career lifecycle.
- Train team members to master new professional skills with minimal ramp-up time.
- Close performance gaps through evaluative coaching and feedback.
- Implement strategies that improve knowledge transfer, retention, and application in adult learners.
- Differentiate instructional techniques to address a diverse range of learning styles and experience levels.
- Create training guides, job aids, and educational materials to standardize and improve knowledge sharing.
- Use a full range of assessment tools to evalu

Senior Field Property Claims Adjuster

Progressive Insurance

Aug 2018 - Jul 2023 (5 years)

Gather information, conduct inspections, write appraisals, issue payments, and delegate claim support tasks.
Establish rapport and build trust with policyholders who have experienced significant property losses.
Prepare detailed documentation of damages, including reports, photographs, measurements, and sketches.
Use company tools and guidelines to determine the cost of repairing, replacing, or providing sufficient compensation for property loss.
Work closely with public adjusters to negotiate claim settlements that indemnify customers and uphold policy terms.
Protect corporate interests by identifying suspicious claims, supporting legal proceedings, and making judicious use of financial resources.
Identify a

Senior Catastrophe Claims Adjuster

Progressive Insurance

Aug 2018 - Mar 2020 (1 year 8 months)

Direct the full claims cycle, while elevating internal capabilities through hands-on leadership and continuous improvement activities.

Serve as the single point of contact for large loss claims, with accountability for indemnifying policyholders and delivering a positive customer experience.

Resolve, large complex claims within policy limits and corporate guidelines.

Develop, coordinate, and deliver training programs that empower independent adjusters to master their job functions in a competitive, closely regulated workplace.

Promote quality, consistency, and procedural compliance by publishing detailed job aides.

Collaborate with colleagues on the Workplace Environment and Plann

Operations Specialist

Apple

Jan 2017 - Aug 2018 (1 year 8 months)

Assumed roles of progressively greater scope and complexity at the world’s foremost technology innovator.

Operations Specialist – Expertly implement the final steps of the retail supply chain, including inventory tracking, monitoring, movement, and controls.

Work with cross-functional team members to maintain an organized stock room, containing appropriate levels of products, parts, and supplies.

Coordinate the seamless flow of inventory to the repair room, sales floor, and other internal locations.

Consistently exceed performance expectations, including strict timeframes for product movement.

Maintain efficiency by demonstrating working knowledge of third-party Perpetual Inventory syst

Field Claims Resolution Specialist

Liberty Mutual Insurance

Sep 2014 - Dec 2016 (2 years 4 months)

• Manage and support every aspect of the claim cycle, while maintaining the highest standards of regulatory compliance and professional ethics.
• Provide a polished client experience when meeting with policyholders and estimating damage.
• Protect and promote the company’s reputation via consistent brand messaging, efficient problem resolution, and
world-class customer service.
• Leverage strong professional relationships and exceptional negotiation skills to secure favorable terms from multiple contractors and public adjusters.
• Manage a high-volume workload within established deadlines and financial parameters.

Senior Property Claims Adjuster

Farmers Insurance

Oct 2011 - Aug 2014 (2 years 11 months)

Served as a trusted advisor and consulting expert throughout the clam and rebuilding process.
• Executed daily functions in alignment with challenging corporate guidelines for quality, productivity, and service.
• Played a critical role in the planning and execution of high-profile charity events that strengthened the company’s
position as a pillar of the community.
• Received recognition for exceeding training expectations and achieving a 97% average file audit.
• Earned rapid promotion to a senior client-facing role in recognition of exceptional job performance.

Assistant Manager

Enterprise Rentacar

May 2007 - Oct 2011 (4 years 6 months)

o Provided leadership and strategic direction to employees at a fast-paced airport location and top-performing local branch.
o Earned top-ten rankings across multiple performance metrics, including package sales, ancillary sales, upgrades, income-per-car, operating profit, and bad debt.
o Drove a 30% increase to YOY package sales results.
o Coached eight high-potential employees to successfully pursue leadership opportunities.

Accounts Receivable Supervisor

Enterprise Rentacar

May 2007 - Oct 2011 (4 years 6 months)

o Effected immediate, significant improvements to 90-day bad debt.
o Cultivated strong working relationships with accounts payable personnel at all corporate accounts. o Streamlined callback and underwriting procedures to maximize profits and minimize risks.

Management Assistant

Enterprise Rentacar

May 2007 - Oct 2011 (4 years 6 months)

o Supported branch operations in a high-performance, customer-centric environment.
o Delivered an all-time high package statistic score via strategic relationship management and business development activities.
o Earned top-three rankings for every month of tenure in the role.
o Achieved record high business outcomes, averaging $20 per day above standard results.
o Cultivated subject matter expertise in every aspect of operations at the world’s largest non-airport Enterprise location.
o Oversaw satellite branch operations and produced the location’s highest income-per-car in history.
o Earned multiple top-two rankings in income-per-employee results.
o Exceeded numerous performance metrics, passed the compa

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Chelsea Ward

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