(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Outcome-focused professional with diverse background in management, training, and customer service. Dedicated to providing excellent customer service, and making individual, team, operational, and process improvements.
  • Talent development
  • Dedicated to process improvement
  • Skilled in FACT-based coaching
  • Strong problem solving ability
  • Team management
  • Analytical
  • Training and development
  • Critical thinker
  • Conflict resolution techniques
  • Interviewing techniques
  • Focused on customer satisfaction
  • Certified Teacher
  • Strong interpersonal and communication skills
University of Farmers Augora Hills, California Expected in 2015 : Business Leadership - GPA :
  • Emphasis in leadership, analysis, and communication.
University of Farmers Augora Hills, California Expected in 2010 : Claims Leadership Development - GPA :
  • Emphasis in leadership through coaching and management  techniques and methods.
Fox Valley Technical College Appleton, Wisconsin Expected in 2007 : Auto Physical Damage Assessment - GPA :
  • Advanced training in vehicle damage assessment in the following:

-Frame and structural components, suspension, steering assemblies, sheetmetal and plastic repair.

Weber State University Ogden, Utah Expected in 2005 Bachelor of Science : History Teaching - GPA :
  • Secondary Education Teaching Licensure
  • Magna Cum Laude
  • Phi Kappa Phi Honor Society 

Project Management:

  • Initiated and led collaborative multi-line and multi-business project that cut claims rental costs by $90,000 annually.
  • Led collaborative customer service analysis, process improvement, and training that increased annual operational CSI from 87% to 94%.
  • Identified operational claims handling opportunities, and then developed and delivered processes to close these gaps. This resulted in an improvement of our total file quality frequency objective from 88% to 100%.
  • Played a crucial role in a multi-state team that reduced claims expenses by decreasing claims handling by the field channel by nearly 25%.

People Management:

  • Coached and developed employees to promote into various career paths.
  • Built successful teams that consistently exceeded operational and company expectations.
  • Through recruitment, development, and performance management, transformed an operation to a high performing and engaged workforce.
  • Created a culture of continuous improvement and teamwork through promoting and implementing systems of rewards and recognitions and grassroots problem solving.


  • Led 8 different teams to exceed operational objective results from 2009 through 2016.
  • Played an instrumental role in the creation, implementation, and achievement of the operation's vision and mission statements.
  • Developed and led multiple trainings around leadership, time management, coaching, customer service, quality, and technical acumen.
  • Led initiative that identified, implemented, and developed operational best practices and behaviors.  This resulted in the increase of both the employee and company's performance, achievement of business metrics, and employee engagement.
Farmers Insurance Group - Auto Physical Damage Field Claims Supervisor
City, STATE, 03/2009 - Current
  • Recruited, managed, and mentored a staff of claims adjusters for the state of Utah, Western Wyoming, and Arizona.
  • Served as liaison and problem solver between the claims department, customers, agents, and other lines of business within claims.
  • Identified and implemented process improvements that increased efficiency, accuracy, and service for both the company and the customers.
  • Completed one-on-ones and FACT-based coaching sessions to develop employees.
  • Ensured the successful and satisfactory resolution of claims by staff covering the state of Utah, Western Wyoming, and Arizona.
Farmers Insurance Group - Auto Physical Damage Field Claims Specialist
City, STATE, 11/2006 - 03/2009
  • Reviewed and interpreted insurance policies for coverages.
  • Investigated and determined liability on auto loss claims.
  • Settled both injury and property damage claims.
  • Consistently provided excellent customer service while resolving and settling insurance claims.
  • Rated as the top claims representative for the Southwest Zone (western states).
  • Consistently exceeded company's objective results of total file quality, customer service, accuracy, and efficiency.
  • Mentored and trained peers.
Jordan School District - Secondary Educator
City, STATE, 07/2005 - 11/2006
  • Developed and delivered comprehensive instruction to a diverse population of students.
  • Successfully managed and administered multiple classes of 45 participants.
  • Member of cross-curriculum team that focused on developing an integrated approach to learning.
  • Worked with department members in creating inter-curriculum instruction and methods.
  • Inspired and motivated students to become better than what they were by setting and achieving goals.
  • Served as an adviser who was responsible for preparing seniors for life after high school.
FACT-based coaching, problem solving, communication, conflict resolution, customer satisfaction, leadership, process improvement, technical accuracy, teaching and training, people management, development

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School Attended

  • University of Farmers
  • University of Farmers
  • Fox Valley Technical College
  • Weber State University

Job Titles Held:

  • Auto Physical Damage Field Claims Supervisor
  • Auto Physical Damage Field Claims Specialist
  • Secondary Educator


  • Bachelor of Science

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