1. M r i z z o 3 3 5 @ m e. c o m
7 0 4 - 9 6 8 - 4 8 2 9
Michael A. Rizzo II
Summary ofQualifications
 19 year tenured claims professional with extensive experience in investigations, evaluation,
negotiation, litigation and technical discernment for supporting multi line products across state
lines.
 13 years of people management experience, handling all aspects of hiring, performance
management, improvement and development. Recognized for the ability to retain associates by
providing timely responsiveness, clear communications and unique solutions to my internal
customer’s needs
 Recognized as a competent technical leader and mentor to staff acclimating themselves to the
complicated world of Claims
Professional Experience
2004 – Present MetLife Auto & Home Charlotte, NC
Senior Homeowner Adjuster October 2014 – Present
 Works independently to execute timely and proper claim handling and disposition to include:
coverage, reserving, investigation, evaluation, payments and recovery opportunity. Positively
contributes to Quality Production of 100% (exl. CATs). 85% RRT Major Loss Accuracy. Proper
recognition for timely referrals to SIU. Proper recognition for timely referrals to Subrogation.
Manage and coordinatethe independent adjusters and contractors to takecare of the customer and
put them first.
 Participates incontinuingeducationandtraining through various channels insupportof one’s own
development; timely completion of mandatory training; shares best practices; identifies training
needs; delivers training, acts as team lead, shares knowledge and/or mentors others. Industry
Education or Continuing Education (CE) 92%.
 Takes accountability for continuous improvement of service levels. Positively contributes to
combine NPS score of 70. Positively contributes to achieving the J.D. Power Claims Satisfaction
Index goal of industry average or better by ensuring the customer feels more at ease, returning all
promised callbacks, limiting customers repeating information, providing accurate claim length
expectations, and communicating with customers in their preferred method. Favorable
contribution to Cycle Time.
 Consistently provides thehighestdegreeof customerservice through a positive attitude, empathy;
ensures interactions are easy; identifies, understands and anticipates customer needs and
expectations;responds to and resolves inquiries swiftly and thoroughly. No Justified Complaints.

2. Senior Casualty Adjuster March 2014-October 2014
 Demonstrates teamwork,sharesideas &knowledge,respectfultoothers, adapts to change, recognize peers,
and builds/maintains positive relationships Investigate evaluate and negotiate positive resolutions to
claim as needed.
 Provides OJT training and may be designated to supervise during a Supervisor's absence; leads
special projects/initiatives as assigned; mentoring.
 Effectivelycommunicates withmanagement team,associates,andotherclaims units; sharingof best practices;
supports initiatives toensureexpectedoutcome;may participate and/or lead various meetings, projects, &
committees.
 Works independently and demonstrates timely and proper adjustment to include: coverage, reserving,
investigation, estimating, evaluation, payments and/or recovery opportunity,
 Complies with productivity, regulatory and financial quality standards through adherence to
policies and protocols.
Litigation/Casualty Supervisor November 2004 –March 20014
 Supervises, coaches, and develops a unit of casualty adjusters and litigation adjusters involved in
handling complex, high exposure casualty claims that contain: large losses and pedestrian claims,
complex coverage issues as well as litigation claims files in these states: DE, DC, GA, MD, KY, NC, SC,
TN, VA PA, OH, MA, NY, NJ, FL, and WV
 Reviewlitigationexpenses to includepositiveandnegativetrends through lineof business andcoverage
reviews, developedaplanto hireattorney rather than firms to reducea litigationbudgetof over7 million
in4 years itwas reduced to just over4 millionbasedonthecheck andbalances withinouractionplan.
 Developed, implementedandfacilitatedLiabilityandCoverageroundtables procedures, whichhas been
rolledoutto the entire country as a bestpractice, Appointedas the Auto Property Bad FaithLiaisonwith
HomeOffice
 CompleteQAPreviews of claims files forCharlotteFCO as well as volunteeringfortheACEteam and
participatinginthe St Louis closedfilereview. Responsiblefortheroll outof MatterMgmt. forthe
Charlotte FCO
 LitigationRoundTableCoordinator, EmployeeClaims handlingsupervisorforall restrictedclaims,
employeeclaims orDept. of Justiceclaims. Back UptimedemandCoordinator. EDRChampionforthe
Charlotte FCO. YouCountMentor forInternal Associates
2002 - Present MetLife Auto & Home Charlotte, NC
Auto Property Supervisor
 Ensures timely andproper claim handlinganddispositionto include: coverage, reserving, investigation,
estimating, evaluation, payments,andrecovery opportunity. Openings85% as trackedby theReserve
ReviewTeam (RRT). Quality Productionof 100%.Rental to outperform theindustry. Improved
PDL@100% overprioryear..
 Manages quality, financial and regulatory compliance; identifies and resolves operational and technical
risks; adheres to policies and protocols.
 Quality Assurance (QA) score 90% and Quality Accuracy score of 94%. Satisfactory contribution to
Financial Audit, Compliance Reviews and Quality Financial Reviews.
 Fosters an atmosphere to empower and enable associates to investigate and evaluate how do things
differently;ensures timely andmeaningful recognition;continuousreviewof workflow& associates useof
technology; recommends process improvements. Employee Engagement of the Pulse Survey 80%.
 Takes accountability to leadteam forcontinuedimprovementof customerservicelevels. Positively
contributes to Auto NPSscoreof 71 and NPS Detractorscoreof less than10%. Positivelycontributes to
achievingtheJ.D. PowerClaims SatisfactionIndexgoal of industry averageorbetter by ensuringthe
customerfeels moreatease, returning all promisedcallbacks, limitingcustomers repeatinginformation,
providingaccurateclaim lengthexpectations, andcommunicatingwithcustomers intheirpreferred
method. Serviceobserves:completes aminimum of 1permonthand 1voicemail greetingperquarter .
Options Usage: Care Overall goal of 50%, Choicebelow10% andI/Autilizationbelow10%.

3. 2001 - 2002 MetLife Auto & Home Charlotte, NC
Litigation Specialist
 Works independently to execute timely and proper claim handling and disposition to include:
coverage, reserving, investigation, evaluation, payments and recovery opportunity. Positively
contributes to Large Loss Reserving (LLR) 89% and openings 85% as tracked by the Reserve
Review Team (RRT). Individual Quality Production of 100%. Favorable utilization of Litigation
Solution Suite (LSS). Proper recognition for timely referrals to SIU. Proper recognition for timely
referrals to Subrogation.
 Positively adapts to change; supports initiatives to ensure expected outcome; effectively utilizes
technology, resources and processes; recommends improvements to gain efficiencies.
 Proactively communicates and partners with management team, associates, and other business units;
respectful to others; timely recognition of peers; demonstrates engaged participation in meetings,
projects/initiatives, and/or committees.
2000 - 2001 Liberty Mutual Insurance Group Charlotte, NC
Case Manager III
 Handledgeneral liability andauto claims by investigating, evaluatingandnegotiating;prompt, fair
settlements, primarily inthestateof Florida.
 Over40% of the 140 caseloadwereinlitigationandapproximately 20% are complexinnature.
 Establishedandmaintaineda library withall pertinentjurisdictional informationmy team was
responsibleforFloridaGeneral Liability.
 Responsibleforinvestigatingandevaluating ConstructionDefectclaims.
1999 - 2000 Sedgwick CMS Charlotte, NC
General Liability Claims Examiner
 Investigatedevaluated, pricedand negotiated general liabilityandtruckingclaims.
 Developedandinstitutedprocesses to streamlineworkflowclaim handlingpractices andprocedures on
paper and electronic files.
1997 – 1998 Fireman’s Fund Ins. Co. Greensboro, NC
Claims Representative
 Handledclaims forThirdParty AdministratorRisk ManagementServices, EnterpriseRentACar
 JurisdictionandVenues handledwere nationwide, primarily auto, andsomegeneral liabilityclaims
handled from firstreportthrough resolution.
1996 - 1997 Fireman’s Fund Ins. Co St. Louis, MO
Claims Representative Trainee
 Trainedto handleproperty, automobile, andgeneral liabilityclaims.
 Receivedapromotionto the Claims Representativepositionin9months of atypical 12-monthprogram.
 Relocatedto Greensboro, NC
 Wrote and edited feature news articles and press releases for daily metropolitan newspaper under
stringent deadlines. Highlights include covering the North Carolina Incident.
Education
1991 - 1996 Western Carolina University Cullowhee, NC
Bachelor of Science in Criminal Justice