Experience

Alexander's Mobility Services

• Truck Transportation
• 1 - 100 Employee

• Sr. Customer Service Manager

  • Sep 2021 - Present



Suddath Relocation Systems

• United States
• Transportation/Trucking/Railroad
• 400 - 500 Employee

• Manager, Customer Service

  • Jun 2016 - Sep 2021

  Jacksonville, Florida Area

• Claims Manager

  • Sep 2009 - Sep 2021

  Jacksonville, Florida Area Provide day to day administrative and technical supervision of a staff of claims adjusters, whose primary task is to timely and accurately settle our customers household goods and property damage claims. Responsibilities include identification of trends, and researching ways to reduce our claims frequency and severity.



Progressive Insurance

• United States
• Insurance
• 700 & Above Employee

• Claims Manager

  • Mar 1998 - May 2009

  Provided day-to-day administrative and technical supervision of a staff of Claims Representatives and Team Leaders whose primary tasks are the adjudication and settlement of claims. • Directed work assignments, scheduled and reviewed work-in-progress to ensure quality outcomes. • Handled all personnel actions including hiring, performance reviews, salary recommendations, and coordinated training and development focused on creating a high performance climate. • Managed quality… Show more Provided day-to-day administrative and technical supervision of a staff of Claims Representatives and Team Leaders whose primary tasks are the adjudication and settlement of claims. • Directed work assignments, scheduled and reviewed work-in-progress to ensure quality outcomes. • Handled all personnel actions including hiring, performance reviews, salary recommendations, and coordinated training and development focused on creating a high performance climate. • Managed quality assurance and claims policy and served as technical resource to subordinates and others in the organization achieving goal of eliminating non-standard work from within organization in 2008 Corporate Audit. • Reviewed more complex cases and settled or initiated further action within approved authority limits, consistently meeting monthly inventory goals. • Achieved 3 consecutive EXCEEDS Work Environment Index Reviews and 3 EXCEEDS Organizational Effectiveness surveys from 2007-2009, consistently outperforming Corporate. • Led State and Mid-Atlantic region in key measures, recognized as top performing branch receiving 6 R.A.C.E awards in 2007. • Reduced median hours to meet with an injured party by 25%, consistently exceeding key measure objectives. • Implemented Immediate Response claims process, rollout, oversight, and after action reviews of corporate processes, ensuring consistent best practices followed. • Received perfect 1.0 Claims Quality Index score, with all files scored as Standard, after rollout of new Progressive Claims Service process during Corporate PCS 2.0 30 day diagnostic review. • Managed inventory of claims on monthly basis with reserves set ranging from $1.6 to $2.5 million. • Recognized for innovative ideas such as Daily Huddles, Claim Representative Recognition Program, and New Claim Customer Service email, designed to increase Work Environment and Net Promoter Score (NPS – Customer Service measurement). Show less



Progressive

• Claims Team Leader

  • 2000 - 2003

  Baltimore, Maryland Area Developed claims representatives, accountable for team results, completed quality assurance reviews, managed office diary, authority reviews and training and development of staff. Negotiated settlements on automobile and bodily injury claim settlements



Progressive Casualty Insurance

• Claims Adjuster

  • 1998 - 2000

  Baltimore, Maryland Area Effected the settlement of claims by initially determining the most effective and efficient sequence of activities to make timely contact with all relevant parties and ensured that conditions were set for a timely and accurate assessment of damages. Negotiated with attorneys, met in person with injured parties, evaluating lowest ultimate cost claim settlement strategies



USF&G

• Team Leader - Subrogation Specialist

  • 1994 - 1998

  • Managed inventory of claims of over 100 monthly, collecting over $100,000 monthly in subrogation. • Trained field branches on timely subrogation recognition and quality claims investigations with focus on preserving evidence to assist recovery efforts.



Florida Blue

• United States
• Insurance
• 700 & Above Employee

• Provider Relations Representative

  • 1991 - 1994

  •Assisted in the adjudication of laboratory/radiology bills, acting as a liaison between medical providers and BCBS of MD. Provided superior customer service,answering 75 provider calls daily