Michelle Goings currently serves as Claims Operations Manager Injury at USAA, leading a team of Complex Senior Claims Injury Adjusters and improving customer service satisfaction, as evidenced by a 10-point increase in Customer Service Satisfaction Index in 2025. Prior experience includes roles at The Hartford where Michelle designed a Quality Assurance Program and trained over 300 employees, alongside supervisory roles in various claims departments. As an Independent Claims Adjuster at Western International Insurance Staffing, Michelle effectively managed high-exposure claims and reduced backlog significantly. At Lemonade (formerly Metromile Insurance), Michelle held the position of Senior Claims Manager, focusing on litigation oversight and managing teams dealing with complex claims. Michelle earned a Bachelor's degree in Business Administration and Management from Arizona State University.
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