September STRIVEr: Heidi Smith

With little review and guidance, our September STRIVEr took the lead to make sure our logistics division was handling claims issues. Heidi Smith, carrier development manager, exceeded expectations by not only tackling those pending claims but took the time to develop a procedure that we use today. Read Heidi’s nomination that earned her the September STRIVEr award.

Nomination

“After an employee departure, there wasn’t anyone within the organization that had experience dealing with claims issues. Several claims were pending and months had passed since anyone had addressed them with the appropriate parties. After reviewing with Heidi, and with little guidance, she put together a process by which we manage them today. She reigned in old claims that had not been reviewed or processed, set up a standard operating procedure for new claims, implemented the process within McLeod for visibility, and directed communication between parties. She had to learn what each party normally expects, is entitled to, and what should be presented in order to facilitate a favorable outcome. It was a fine example of someone seeing a potential problem within the organization and working for a solution. Today we have been able to instruct all the staff on the proper technique of information gathering and recording which expedites our process and improves the customer experience in the event of a claim.”

Values Represented

Take the Lead | Value Collaboration | Exceed Expectations

What is the STRIVEr program?

The Stutsman STRIVEr program is about celebrating the employees who epitomize our core values in the mission to serve customers, fellow employees and the community for success. Although most nominations come from fellow employees, we love when customers have a success story to share as well!

Have you seen a Stutsman employee exceed expectations like Heidi? Nominate them for STRIVEr of the Month here.