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Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000, Carrollton, Tx 75010 xxx-xxx-xxxx ~


Career Profile

Key Contributor & Effective Leader supporting daily operations in fast-paced and high-stress environments. Several years of experience in complex customer support and managerial roles with an expertise in the insurance claims industry.  A keen ability to leverage project management abilities in order to introduce new tools for time savings and efficiency improvements. Excel in creating strong relationships with internal and external clients.


Key Competencies

Automotive Claims Settlement Project Management Staff Management Business Analysis (Excel)

Quality Testing Strategies Forecasting/Customer Service Decision Making/Planning

Tabeau 10.1 Loadrunner, Audatex & Mitchell Microsoft Office Suite, Xactimate, SQL, HP Quality Center


Professional Experience

Windhaven Insurance, Dallas, TX                                                                                                       March 2017-Present

Auto Claims Supervisor

  Coordinate daily claims logistics within the organization with a focus on increasing productivity and operational efficiency levels

  Lead a team of Claims Representatives which required providing coaching/guidance in addition to assisting with complex auto claims

  Review and audit claims to ensure accuracy, implement innovative standard operating procedures, and submit claims to the Special Investigations Unit as needed

  Maintain an expert level knowledge of claim settlement procedures, current regulatory requirements, and internal policy updates/changes

  Play a key role in tracking individual employee metrics in addition to conducting employee performance reviews and generating productivity reports


United Automobile Insurance, Dallas, TX                                                                September 2016-February 2017

Auto Claims Supervisor

  Managed a team of automotive Claim Representatives which included monitoring individual/team metrics, assisting with complex claims, and ensuring claim processing policies are followed

  Performed claim audits to ensure accuracy, reviewed/resolved escalated customer complaints, and coached team members on policy updates, and investigated questionable claims    


Worley Claims Services, Atlanta, GA                                                                                             June 2012-March 2016

Auto Claims Manager (2014-2016)

  Directly manage the daily operations of a fast-paced auto claims call-center with a focus on increasing efficiency and productivity within the organization

  Supervise over 50 Auto Claim Representatives which includes providing individualized coaching and implementing performance targets as needed

  Ensure high levels of quality are consistently maintained, handle recruiting functions, and monitor all call center performance levels and metrics

  Perform comprehensive forecasting and analysis in addition to implementing creative strategies which are focused on increasing performance levels, customer satisfaction, and employee morale


Yyyyyy x. yyyyyy

0000 xxxxxx xxxx , xxxx , xxxxx 00000, Carrollton, Tx 75010 xxx-xxx-xxxx ~


Professional Experience Continued:

Worley Claims Services Continued:

Claims Call Center Manager (2012-2014)

  Successfully built and led a dynamic team of 120 adjusters and call center representatives to consistently achieve critical goals across efficiency, productivity, and quality performance targets

  Monitored call center metrics in order to ensure continuous high levels of productivity, prepared reports based on call center metrics/statistics, and performed comprehensive forecasting

  Improved performance within the organization through the collaborative team effort to handle a large volume of claims and telephone calls.

  Performed comprehensive reviews of files for coverage and / or authority and ensured continual quality control, optimal performance, and accuracy; implemented and enforced goals and guidelines.


Additional Experience Includes: Lead Rehabilitation Assistant, Select Rehabilitation Hospital of Denton and Mental Health Technician, University Behavioral Health of Denton  



Associate s Degree in Business, Antonelli College, Cincinnati, OH


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