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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.
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
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
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
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
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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