Career Summary * Dynamic entrepreneur who utilizes creativity, leadership and teamwork to design and execute solutions that creates customer value. * Experienced professional with planning and organizational skills that balance work, team support and ad-hoc responsibilities in a timely and professional manner. * Business development leader with years of experience in technical auto claims and management team leadership. * Experienced professional with a unique combination of technical expertise, managerial experience, business leadership to lead the delivery and implementation of mission-critical customer service initiatives. * Accountable leader that drives behavior not metrics. Career Highlights * Conducts personal lines claims technical file reviews and or/re-inspections, calibration and audits and identifies and communicates trends for claims managers and leaders. * Maintains current knowledge of court decisions that may affect the claims function current principles and practices function material damage techniques, repair technology innovations and policy changes and modification. * Grasps and keep abreast of business and regulatory rules and policies * Conducts research and data gathering * Effectively and efficiently conduct business by phone with stakeholders * Skillfully apply analytical abilities to anticipate and resolve challenges * Multi-tasks to manage and advance multiple projects simultaneously * Identifies and effectively escalates potential issues to appropriate person (s) * Meets tight deadlines * Communicate findings from regulatory examinations and inquiries to compliance colleagues and suggest potential corrective actions to address issues * Proficiently identifies and analyzes file review results and performance opportunities for the development of associates and implementation of action plans. * Successfully managed Nationwide Insurance's National Accident Scene and Secondary tow vendor Agero, a $38-million-dollar contract. * Identified and resolved billing issues related to the national tow program realized savings $30k annually. * Worked closely with Claims and Call Center leadership on improvement of processes and procedures as they related to Material Damage Technical. * Worked directly with Call Center, Project staff members from other disciplines including Product to overhaul current processes relating to the National Accident Scene and Roadside Product. * Exceeds level Customer Service scores in 2012 leading the Specialty Total Loss/Salvage team. * Led new team of Specialty Total Loss/Salvage Associates 2012 in drastically reducing salvage pending greater than 60 days to 21.52% and greater than 120 days to 16.59% from 48%. * Successfully trained and led the Shared Staffing team utilizing Specialty Total Loss Associates to handle Auto VEC Total Losses during off peak: July 2011. * Led postage reduction project 2011 a savings of over $250 k annually. * Exceeds (9.09) level Customer Service scores in Centralized Total Loss: 2011. * Led Team of Total Loss Associates to top third nationally in claims cycle time for Centralized Total Loss in 2010 13.27 days. * Addressed performance resulting in 100% turnover of the Vehicle Evaluation Center staff in Indiana and Illinois improving Customer Service scores, process, procedures, technical results and engagement. * Total loss file handling adequacy increased 15% from 2007 to 2008. * Total loss file handling same day contact improved 35%. * Successfully lead salvage enhancements, selling 729 more vehicles via auction from 2006 to 2007. * Utilization of LKQ Alternate Salvage Disposal and Parts Harvesting lead to increased salvage recovery on late model salvaged vehicles. * Decreased average days from loss to vehicle assignment by 2.2 days, decreased average advance charges 4.9% from 2007 to 2008 in Indiana/ Illinois combined. * Exceeds 2008 Vehicle Evaluation Center audit results, reduced salvage returns by 11% and decreased 60 day pending by 3.6% which led to a reduction of $163 per vehicle on salvage returns. * Led total renovation of Vehicle Evaluation Center in 2007 * Coordinated meetings and events for Claims with Leadership & Associates. * Improved Mitchell entries leading to more accurate reporting of salvage financials. * Acting Associate Director and Claim Director with increased Pre-settlement authority up to 40k. * Monitored associate calls to ensure quality. * Investigated and brought to final resolution Fire and Theft Material Damage claims. * Conducted interviews, gathered detailed information, completed field investigations and skilled in recognizing emerging trends in fraud/fraud prevention. * Daily usage of informational resources, public records along with social networking websites which allows me to verify information and uncover potentially unknown and pertinent information about the property or individual as it pertains to the loss. * Analyzed coverage, credit reports, financial records, maintenance receipts and cellular phone records in order to address financial strain or mechanical motives which included the inspection and evaluation of vehicle data and ignition key system extraction is used to validate information. * Obtained relevant evidence and information regarding suspicious claims by determining its value to a specific claim. * Investigated potentially fraudulent claims with a focus on thoroughness, quality and cost control. * Worked directly with the Special Investigation Unit to interview material parties, conduct loss and recovery scene investigations in order to determine if an Examination Under Oath is warranted. * Maintained proactive communication with the customer by providing realistic expectations. * Managed and assessed the monetary settlements and payouts for each claim, ensuring that claims were investigated timely and also verifying repairs and valuations are accurate to minimize expenses incurred by the company.

Highlights:

• Compliance
• Support
• Balance
• Billing
• Business Development
• Call Center
• Cellular
• Corrective Actions
• Cost Control
• Customer Service
• manager
• management