Experience

Insurance House

• United States
• Insurance
• 100 - 200 Employee

• Director of MD Unit

  • Dec 2021 - Present

  Atlanta, Georgia, United States Oversee Material Damage Operations for GA & NC Responsible for staffing, SOP's, budget and all MD Claims Metrics

• Auto Physical Damage Manager

  • Mar 2014 - Dec 2021

  Marietta, GA Oversee the Auto Damage operation for states: GA & NC including: Auto Damage Team, Field Appraiser Staff Process, Total Loss Unit & Salvage & Subrogation Recovery. Responsible for all APD Metrics reporting to Claims VP. Created new work flow; "Quick Total Loss" to reduce storage payments and move vehicle's faster to Salvage Vendor that meet criteria as being non-repairable in field. Project Lead for Reduction of Aged vehicles at COPART in 2019, currently pending 75% under 90… Show more Oversee the Auto Damage operation for states: GA & NC including: Auto Damage Team, Field Appraiser Staff Process, Total Loss Unit & Salvage & Subrogation Recovery. Responsible for all APD Metrics reporting to Claims VP. Created new work flow; "Quick Total Loss" to reduce storage payments and move vehicle's faster to Salvage Vendor that meet criteria as being non-repairable in field. Project Lead for Reduction of Aged vehicles at COPART in 2019, currently pending 75% under 90 days Manage Diminution of Value/DV Process for GA & NC Project lead for roll out 1st QTR 2018 transformation of RRT/FNOL team to enhancer customer experience at initial loss taking process, automatic dispatch of vehicles & one point of customer contact. Project Lead for Open Shop with CCC to refer customers to shop's in area for a repair estimate Manage appraisal staff for estimate audit process in GA/NC Posted Company record in 2020 at $1,458 million for salvage and subrogation recovery. 2021 Goal $2.1 million in combined recovery and posted Company record in 2021 for 2nd year in a row with $2.5 million for combined salvage & subrogation 2022 Goal $2.0 million, combined recovery $1.866



Allstate

• United States
• Insurance
• 700 & Above Employee

• "Good Hands" Network Repair Coordinator

  • Oct 2011 - Feb 2014

  Atlanta Manage repairs and supplements at Metro Atlanta Sterling “Good Hands” Network Shops along with Network shops in AL and SC. Resolve owner repair quality, refinish or part usage issues. Act as a mediator between shop and customer on all repair concerns, including reinspection before, during and after repair process. Audit Network estimates for correct part usage per company guidelines along with labor and refinish operations, part usage, proper photo's and dimuntion of value. Review of possible… Show more Manage repairs and supplements at Metro Atlanta Sterling “Good Hands” Network Shops along with Network shops in AL and SC. Resolve owner repair quality, refinish or part usage issues. Act as a mediator between shop and customer on all repair concerns, including reinspection before, during and after repair process. Audit Network estimates for correct part usage per company guidelines along with labor and refinish operations, part usage, proper photo's and dimuntion of value. Review of possible total loss vehicles at network shops, conditioning reports for ACV with proper decisions on deductions taken for unrelated prior damage and vehicle condition. Communicate rental updates and delivery updates to vehicle owners and body shops as part of pilot program rolling out in Georgia called "Guarranted Delivery Date". Show less



Zurich North America

• United States
• Insurance
• 700 & Above Employee

• Auto Damage Manager

  • Nov 2008 - Apr 2011

  Atlanta, GA Responsible for all APD metrics, file audits and results reporting to AVP Auto Line of Business Director in remote location with limited supervision. Manage APD Total Loss staff for all of the East Coast. Goal to reduce cycle time from total loss transfer to total loss offer, currently at 12.6 (Leading all Auto centers) Also managed 5 APD professionals to meet or exceed goals for closures, DRP referrals, average rental days while providing excellant customer service to commerical accounts and… Show more Responsible for all APD metrics, file audits and results reporting to AVP Auto Line of Business Director in remote location with limited supervision. Manage APD Total Loss staff for all of the East Coast. Goal to reduce cycle time from total loss transfer to total loss offer, currently at 12.6 (Leading all Auto centers) Also managed 5 APD professionals to meet or exceed goals for closures, DRP referrals, average rental days while providing excellant customer service to commerical accounts and 3rd parties. Review of estimates from DRP shops & IA's for accuracy, approval of DV requests, 1st and 3rd party subro demands. Partnered with Vendor Management for a review of all estimates under $2500 for accuracy from field appraisers. Transition a GL and Workers Comp company toward more of a Auto company. Interview, hire and train new staff on auto damage recognition and estimatics when the Atlanta Auto Centered opened in Fall of 2008. Show less



Progressive Insurance

• United States
• Insurance
• 700 & Above Employee

• APD Supervisor

  • Jan 1996 - Feb 2008

  Atlanta, GA Managed staff of 6-12 field appraisers Quality assurance for correct part usage, labor rates, repair vs replace decisions, refinish times Ride-alongs with staff for coaching, feedback and development Participated in file audits to ensure "Best Practices" Review and approve ABI settlements Network shop management for repair quality compliance Review & approve DV requests, TL settlements, APD subro demands for 1st & 3rd party Salary planning, performance… Show more Managed staff of 6-12 field appraisers Quality assurance for correct part usage, labor rates, repair vs replace decisions, refinish times Ride-alongs with staff for coaching, feedback and development Participated in file audits to ensure "Best Practices" Review and approve ABI settlements Network shop management for repair quality compliance Review & approve DV requests, TL settlements, APD subro demands for 1st & 3rd party Salary planning, performance evaluations Interview, hire, train new staff Show less



Nationwide

• Insurance
• 700 & Above Employee

• Team Supervisor

  • Nov 2005 - Jun 2007

  Atlanta, GA Managed 8 Claims Professionals servicing policy holders in GA, AL and SC under a non-standard product. ABI authority and litigation direction for resolution of files, review and approve Total Loss Settlements, 1st and 3rd party APD subro demands and DV requests. Interviewed, hired and trained staff to comply with "Best Practices". File audits for coaching development and feedback. Blue Ribbon shop management of repair quality, rental control Salary planning, performance… Show more Managed 8 Claims Professionals servicing policy holders in GA, AL and SC under a non-standard product. ABI authority and litigation direction for resolution of files, review and approve Total Loss Settlements, 1st and 3rd party APD subro demands and DV requests. Interviewed, hired and trained staff to comply with "Best Practices". File audits for coaching development and feedback. Blue Ribbon shop management of repair quality, rental control Salary planning, performance evaluations Interivew, hire, train new staff Show less