1. Kathleen D. Pencz
23 Meadow Farms Road, West Hartford, CT 06107
(860) 818-3811
katpencz@yahoo.com
OBJECTIVE
Highly organized, customer focused, individual seeking a position to utilize acquired skills as well as to
be afforded an opportunity to expand expertise in the areas of claims management accuracy, customer
service, quality assurance and insurance industry procedures and practices.
PROFESSIONAL EXPERIENCES
MetLife, Bloomfield, CT
Unit Leader – Disability Claims May 2011- June 2016
Managed team of STD Claim Specialists dedicated to supporting a national customer.
Accomplishments include development of interview scripts, documentation templates, process mapping,
work instructions and shared drive storage site for customer specific processes. Established and
maintained letter library consisting of letter and email templates for consistency of communications;
PowerPoint presentations for all change management processes; developed customer-specific call
audit form; facilitated call monitoring sessions with Unit Leaders for calibration purposes; facilitated
training sessions; developed spreadsheet for evaluating and tracking reviews for new hires; established
process for early intervention return to work coordination between claims department, customer and
workers’ compensation carrier
Responsibilities: Performance management
Development and training of existing staff and new hires
Claims management accuracy auditing / phone call monitoring
Ensure customer-specific performance guarantees are met
Primary contact for escalated customer issues regarding process & complex claims
Liberty Life Assurance Company of Boston, Disability Claims, Wallingford, CT
Sr. STD Case Manager July 2010 - May 2011
Provided leadership for a team of Claims Specialists dedicated to providing claims management and
customer service to national and large case customers. In addition to case management
responsibilities, resolved escalated matters, reviewed recommendations for closures/reopens for
successive periods of disability, sign-off on escalations to LTD, managed workflow, distributed
claims/tasks to ensure equitable workloads and provided coverage during periods of PTO, training for
new team members; primary contact for escalated issues involving customer.
Supervisor – Screening & Creation Unit and Support August 2006 - July 2010
Dual fold responsibilities included managing a team of Insurance Assistants, Customer Service
Representative and Administrative Staff as well as performed administrative duties for Operations
Manager and Site Leader. Administrative duties involved working on special projects under the
direction of the OM to improve the overall performance and efficiency of the claims department including
its staff.
Responsibilities: Monitor execution to ensure objectives / performance guarantees are met
Perform random claim quality assurance and customer service phone audits
Development of performance evaluation objectives / performance management
Interview, hire and terminate staff
Coordination of interoffice conferences and external customer site visits
Tracking/recording expenses; maintaining budget
Proficiency in MS Word, Outlook, Excel and PowerPoint

2. Kathleen D. Pencz
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LibertyLife Assurance Company of Boston, continued …
Special Projects: Develop Shared Outlook calendars for conference room reservations
Development and maintenance of training materials and reference guides
Create Call Intake Center scripts for customer-specific needs
Implementation of Inbound and Outbound RightFAX protocols
Program KM Bizhub units and train staff on utilization to increase productivity
Transition to electronic document management to create paperless environment
Team lead for office-wide initiative to improve the accuracy of system coding
and claim processing instructions for all customers
STD Case Manager I & II June 2005 - August 2006
Responsible for investigation, determination and management of complex short-term disability claims.
Applied appropriate contractual provisions, legal guidelines, resources, claim procedures and protocols
to establish eligibility, risk manage claims and render independent claim decisions in an accurate and
timely fashion. Investigate subrogation opportunities. Effectively communicated with claimants,
employers and medical professional to gather information necessary to manage claims; demonstrated
exceptional customer service skills (95% MAGIC); accurately calculated payment of benefits, offsets,
deductions and overpayments (99% accuracy); and maintained file and claim system documentation in
accordance with established protocols (scored 96% on 2005 audited claim files). Developed procedures
for case managers to utilize in educating employees of the benefits to applying for SSDI; primary
contact for national customer.
O’Connell, Flaherty & Attmore, L.L.C., Hartford, Connecticut
Litigation Paralegal April 2000 - March 2005
Maintained large caseload of plaintiff personal injury files from intake through settlement and/or
litigation. Responsibilities included analysis of medical records; preparation of special damages tables,
resolution of collateral source payment, ERISA and subrogation issues, drafting of civil
complaint/summons, all subsequent pleadings, discovery requests/responses, document coding and
production, deposition preparation, deposition summary; pretrial memos, etc..
Law Offices of John Haymond, Hartford, Connecticut
Paralegal February 1995 through April 2000
Independently maintained large caseload of plaintiff injury claims including specifically determination of
claim values; medical analysis/summary; drafting demand letters; settlement negotiations; liability
negotiations; determination of health insurance subrogation qualifications; settlement accounting; legal
research; civil litigation including drafting of complaints, pleadings, discovery, motion and pretrial
memos.
John N. Calvino Law Associates, Providence, Rhode Island
Paralegal and Personal Administrative Assistant August 1990 to February 1995
In addition to Paralegal responsibilities, reported directly to business owner and served as Personal
Administrative Assistant
EDUCATION
B.S. Paralegal Studies / Business Administration – May 1989
Roger Williams University, Bristol, Rhode Island
REFERENCES AVAILABLE UPON REQUEST