1. Rhonda J Edwards-Martin
Edwardsmartin23@yahoo.com
Summary:
 16 years of leadership experiencewhilebuildingrelationships,workingwith teams on process
improvements, team buildingand projectmanagement.
 10 years of experience partnering with administrativestaff to executive leadership.
 14 years of experience leadingand managing IT, claims,businessacquisition projects.
Strengths: Leadership, Teamwork, Planning,Strategy, Problem Solving,Project Management, Relationship building,
Team building,Process management, Creativity,Flexibility,Resourcefulness,leverages technology.
Technical Skills:Excel,Word,Power Point, Claims Applications,SPOT,Quicker.
Managerial Skills:Associatedevelopment that resulted in a high level of upward mobility for team members.
Experience working through a variety of Human Resource issues. Relianceon teamwork for streamliningprocesses,
talent acquisition,troubleshootingand development. Employee satisfaction scoreof 4.61 out of 5.
Nationwide Experience:
Claims Quality Assurance(QA) AdministrativeManager (2005-2016)
Department: Claims Quality Assurance
 Leadership role over the business analystssupportingtheoverall Claims QAprocess.This included the
coordination, set-up, supportand processingof over 800 different sets of filereviews. Collaborated with
claims management, QA teams, Nationwide regulatory,legal,and business analystteam.
 For a one year period responsibilities also included administrativeand projectmanagement duties as well
as the SIU Quality AssuranceDirector Role.
o Within this year the integration of the SIU auditprocess into the web review tool was completed.
o Through partnership with the SIU managers a new level of reporting was set up which provided
SIU management a comparison of prior to current review.
o Builtand piloted a new form of auditthat focused on the ability to find deficits in investigative
knowledge among claims representatives. Thatenabled SIU to followup and provide training.
 Supported the AVP for Quality Assuranceand completed any projects that weren’t disciplinespecific.
o Build all forms and processes to capture zone action plans. This allowed leadership to track
progress on intended action in responseto issues noted in the audit.
o Build and developed QA regulatory reviews around licensing,complainthandling,escheats,and
standard form logentry use. Provided feedback and scoringto leadership of each zone.
 Escheat Audit process:Developed the nationwideauditprocess which provided scores
to each zone as to how well their teams were handlingescheats.
 Set up the nationwide licensingauditleveragingthe claims learningpath certification
tool.
o Harleysvilleintegration:ITand QA integration set up within our review system. This included
integration and trainingof Harleysvilleemployees on the use of the QA tool.
o Builtreview process to allowfor state specific questions to be included in audits. Which provided
each state the flexibility to add addition questions as partof their audit.
o Partnered with the regulatory team to set up the regulatory auditprocess usingthe QA tool and
team.
o Partnered with KPMG annually to supporttheir auditprocess.
o Partnered with the NationwideInternal Audit Team to supporttheir auditprocess.
o Partnered with claims and the IT department to capture and standardizecheck writingauthority
for the claims department.
o Partnered with SIU for the Detica releaseto claims and QA.
o Builtthe QA process for special risk (corporatethreat) capture, trackingand evaluation.

2. o Leveraged new technology as itbecame available. Business Object, Lotus Notes databases,
servers,Quicker, SPOT, etc. With each version integration, training,coordination,and
communication processes with field managers,QA reviewers and technical staff was the priority.
All upgrades increased the speed and partnership of the overall processes,whiledecreasingIT
dependence which allowed for greater flexibility for changes.
o Responsiblefor QA discovery requests,records retention, and server maintenance
SIU Manager (2004–2005)
Department: Special InvestigationsUnit
 Led Nationwide’s centralized SIU information team.
o Customers were special investigatorsand claims associates nationwide. Background searches
were provided to over 4,000 associates onerequest at a time to assistwith their claims
investigations.
 Project work
o OFAC (Terroristwatch list):Led the setup and transfer of the process to the SIU unit.
o SCAN Alert automation: Led the integration of a 3rd party vendor productinto the claims data
system. This product“flagged” claims thathad a higher propensity for fraud,and alerted the
claims associateto look deeper when completing their claims investigations.
Claims Manager (2002-2004)
Department: Specialty Claims
 Managed a specialized unitof liability and firstparty claims associates thathandled claims in states where
Nationwide did not write policies.
o Due to the uniquenature of these territories there was a higher probability of rate evasion.
 Skills strengthened duringthis time were partnership with underwriting, Blue Ribbon,
agents, SIU and legal whileworkingthrough the process of rescindingpolicies when
appropriate.
o Duringthis time I was instrumental in the roll out of the Accelerated Claims Excellenceprocess to
the specialty claims unit.
Technical Claims ProjectManager (2000-2002)
Department: Nationwide Claims
 Responsibilities included participation in requirements gathering, design,implementation and
deployment of several high level claims projects:
o Task Assignment Database: Co-designed and implemented a Lotus notes databasewhich was
Claims firstuseof the Lotus notes application as a common platform for affiliatefield assistance.
o Suit Register System: This was a project which impacted the handlingof litigation for all of
Nationwide. This consolidated a very manual and segregated SuitRegister system to a more
stablecommon web platform.
o ACE (Accelerated Claims Excellence) web conversion: This had an impact to all currentQA
functions.Converted to a common Web platformfor all disciplines.
o Toss Convey: This was a projectfor Nationwide Claims Services.Managed the conversion of a
legacy tax programto a 3rd party vendor application.
Education: Criminal Justicedegree from University of Texas SA
Certifications and Training:Associatein Claims,Fraud Claims LawSpecialist,Level 1 Columbus Fire Academy Arson
school,Advanced ProjectManagement Concepts, ProjectManagement Institute training,Leader Connection
workshop, Presidents Advisory Committee.
Community Involvement: Awarded the Silver plateand Silver platter award when I ran the operation feed
program. Participated with Habitatfor Humanity, Mid Ohio Food bank, tutored elementary children in Linden.