Summary
Overview
Work History
Education
Skills
Timeline
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Cynthia Scholla

Goodyear

Summary

Dynamic Branch Manager with extensive experience at Gallagher Bassett Services Inc., excelling in team leadership and performance management. Proven track record of enhancing customer satisfaction and operational efficiency. Skilled in workers' compensation claims management, fostering a collaborative environment that drives staff development and achieves high-quality outcomes.

Overview

40
40
years of professional experience

Work History

Branch Manager

Gallagher Bassett Services Inc.
06.2018 - 06.2025
  • Managed up to 27 staff with a focus on recruiting, development, and high quality claims handling.
  • Fostered a positive team culture and resolved personnel issues with coaching and professionalism.
  • Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
  • Maintained friendly and professional customer interactions.
  • Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
  • Engaged with brokers and clients directly, providing strategic oversight and participating in reviews.
  • Support sales and client service teams through presentations and operational insights.
  • Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.

Assistant Branch Manager

Gallagher Bassett Services Inc.
05.2000 - 05.2018
  • Supported the Branch Manager with daily tasks, ensuring smooth branch functioning and effective communication amongst team members.
  • Trained and developed new team members in alignment with branch service standards and objectives.
  • Monitored daily branch activities, quickly identifying areas requiring improvement or corrective action to maintain operational excellence.
  • Oversaw successful completion of internal audits with minimal findings, demonstrating strong adherence to policies and regulations.
  • Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
  • Enhanced customer satisfaction by providing exceptional service and addressing concerns promptly.
  • Trained and mentored new employees, fostering a positive work environment that led to higher retention rates.

Claims Supervisor

Gallagher Bassett Services Inc.
04.1995 - 04.2000
  • Monitored performance metrics regularly, identifying areas for improvement and implementing corrective measures accordingly.
  • Assisted in the recruitment and selection of new claims adjusters, ensuring they possessed the necessary skills and expertise to excel in their roles.
  • Fostered a positive work environment that promoted collaboration, teamwork, and open communication among staff members.
  • Maintained up-to-date knowledge on industry trends, best practices, and regulatory changes to ensure optimal decision-making in the claims management process.
  • Supervised 5-12 resolution managers and claims assistants; maintained 125-150+ active indemnity claims.
  • Ensured quality claim handling, participated in client reviews and addressed disputes effectively.

Senior Resolution Manager

Gallagher Bassett Services Inc.
01.1994 - 03.1995
  • Responsible for the investigation, evaluation, disposition and settlement of the most complex claims and highest exposures with minimal supervision.
  • Collaborated with legal counsel on sensitive cases requiring a nuanced understanding of compliance regulations, reducing potential litigation risks for the company.
  • Reviewed and analyzed claims for settlement and litigation processes.
  • Improved customer satisfaction by efficiently resolving complex issues and providing timely solutions.

Claims Adjuster

Crawford and Company
01.1991 - 12.1993
  • Managed full cycle workers compensation claims for multiple clients with a focus on timely compliant resolution.
  • Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.
  • Maintained compliance with state regulatory requirements through meticulous documentation and adherence to company policies.

Claims Adjuster

Aetna Life & Casualty Company
01.1988 - 12.1990
  • Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
  • Negotiated favorable settlements with claimants, attorneys, and other insurance carriers to minimize financial risk for the company.

Claims Assistant

Aetna Life & Casualty Company
08.1985 - 12.1987


  • Delivered high-quality support to adjusters, enhancing overall claims process efficiency.
  • Prepared files, letters, notices and payments.
  • Ensured compliance with company policies and industry regulations.

Education

Economics

University of Minnesota
Minneapolis, MN

Insurance Institute of America

Skills

  • Branch Operations Management
  • Customer Relationships/Customer Service
  • Regulatory Compliance
  • Performance Management
  • Team Leadership & Development
  • Client Engagement & Presentations
  • Workers' Compensation Claims Management
  • Strategic Collaboration

Timeline

Branch Manager

Gallagher Bassett Services Inc.
06.2018 - 06.2025

Assistant Branch Manager

Gallagher Bassett Services Inc.
05.2000 - 05.2018

Claims Supervisor

Gallagher Bassett Services Inc.
04.1995 - 04.2000

Senior Resolution Manager

Gallagher Bassett Services Inc.
01.1994 - 03.1995

Claims Adjuster

Crawford and Company
01.1991 - 12.1993

Claims Adjuster

Aetna Life & Casualty Company
01.1988 - 12.1990

Claims Assistant

Aetna Life & Casualty Company
08.1985 - 12.1987

Economics

University of Minnesota

Insurance Institute of America

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Cynthia Scholla