David Fernandez

Responsible for delivering operational excellence, program management, and post-merger integration. – Reduced inventory by 75% post claim system implementation by developing foundational metrics and KPI’s, building staffing models, process improvement, and automation. – Planned and executed multi-year project to overhaul and automate the Coordination of Benefits process resulting in $8M in annual medical cost savings, $500k in efficiencies, improved compliance, and reduced Provider friction.

Led the Transformation and Project Management Office for a rapidly growing 3,500 FTE Claims organization, Unum US Enterprise Lean Management deployments and BPO strategy and implementation. – Redesigned Claims operating model leveraging Customer Journey Mapping and Voice of Customer to drive 10-point improvement in Customer Service results and improved efficiency. – Attained $2M+ in operating efficiencies using Lean-based methods including Value Stream Mapping, process mapping and improvement, management systems, digital self-service, and enabling technology.

Selected to transform an underperforming multi-site, 1,200 FTE auto claims organization; Responsible for operational and financial results, customer experience, talent management, and employee engagement. – Developed and implemented a comprehensive transformation and change management program focused on culture, service, quality supported by Lean Management System. – Increased Net Promoter Score from 40% to 50% in 12 months, reduced unit cost 7%, and improved loss results by ~$30M annually through operational execution, creating a service focused culture, and process improvement.

Led 800 employee Casualty claims organization with over 20,000 litigated cases and annual payments of $1.3B. – Led the implementation of a transformation program focused on accuracy, quality, and litigation effectiveness which met or exceeded all financial and operational targets including reduction of overpayments by $60M annually. – Increased productivity 15% over 18 months by instilling and championing a continuous improvement culture; engaged front line teams to promote process improvements and drove the adoption of best practices. – Improved employee engagement results from lagging internal benchmarks to the best in division of 8,000 employees.

Led the post-acquisition integration of 500 FTE Safeco Casualty Claims organization with Liberty Mutual claims. – Developed comprehensive transformation program focused on aligning Casualty operating models, process, technology, and culture for both legacy organizations – Implemented paperless claims handling for the department resulting in ~$5M of annual savings. – Deployed vendor technology solution and restructured operating units to reduce overpayments by $15M annually.

Appointed to turn around struggling Casualty operations across the Southeast region and New Jersey. – Drove $30M improvement in loss results through Lean Management practices and talent management.

– Internal consulting role focused on turning around underperforming operations – Led Quality Assurance function and implemented an outcome-based QA program with calibration process

– Led the New England Region consisting of ~400 employees, responsible for all Personal Lines claims.

Promoted throughout tenure to lead ~700 employees and $800M+ in annual claim payments. – Consistently recognized for being in top tier nationally for performance across key metrics. – Led claims turnarounds in MI/WI New England, and 1-year special assignment in NY/NJ