Seeking leadership position that will utilize my skills and experience, provide the organization excellent value, and continually provide challenging career growth and development.
Skill Highlights
Guest services
Inventory control procedures
Merchandising expertise
Loss prevention
Cash register operations
Product promotions
Education
Taylor UniversityUpland, INExpected in 1992 – –Bachelor of Arts Degree:Business Administration - GPA:Business Administration
American CollegeMalvern, PAExpected in 2002 – –Professional Designation - Chartered Property Casualty Underwriter
Community involvement
Sports Official, High School Basketball, IGHSAU and IAHSAA
Deacon, Valley Church, West Des Moines, IA: - GPA:
Core Accomplishments
Professional Experience
Braum's Ice Cream & Dairy Store (Oklahoma City, Ok) - Casualty Claim Director Chickasha, OK, 08/2012 - Current
Accountable for team of up to 170 direct and indirect reports Responsible for Non-Injury Liability, First Party Medical and Support teams for the Central Plains Claim Zone Implemented Immediate Settlement Unit for the Non-Injury team, working with claims from all over the country, in a virtual environment, with a team from Gainesville.
Continued moving quality results, leading all zones in 2013 and 2014 in eight of nine phases, maintaining result in 2015 Identified communication gaps and utilized innovative technique in creating conversation with our associates.
Focused leadership development on new leaders within environment.
Found creative ways to culture our leadership development, including exchanges with internal and external leaders.
Continued to build partnerships with regions we serve, taking initiative to develop communication.
Created partnership with other six zone peers, initiating regular and frequent communication outside the formal meetings set by our technical partners.
Austin Peay State University - Associate Claim Director Clarksville, TN, 04/2010 - 08/2012
Accountable for up to nine direct and 72 indirect reports Responsible for field and inside bodily injury teams for the Central Plains Claim Zone Developed and implemented strategy, improving overall customer satisfaction performance from 8.67 to 8.93.
Moved audit results from lower third in 2010 to upper third of all zones in 2012 Implemented strategy, improving early resolution performance from 24% in 2010 to 33.9% in July, 2012 Implemented leadership development and business planning process for claims team, focused on culture change, improved engagement and business planning for each teams operation and responsibility area.
Developed relationship with regional partners, attending meetings and presenting current claims strategy.
Served with the VIA serving as the lead for the Texas Community Involvement team.
St. Joseph Health - Claim Manager Santa Ana, CA, 02/2007 - 04/2010
Held multiple manager roles including standard casualty and casualty/property litigation.
Developed and implemented Florida Front-End claim handling model Developed and implemented customer focused improvement within market including communication and relationship building technique.
Graduate of the 2009 South Eastern Region Emerging Leaders Program Developed quality Agency/Claims relationships in market area Assisted with the 2009 regional United Way campaign; Lead 2007 United Way Campaign for Florida Panhandle; assisted region in 2008 United Way Campaign.
Upward Unlimited Account Management - Director City, STATE, 09/2004 - 10/2006
Responsible for account management activities for fast growing non-profit organization.
Upward provides resources for churches to conduct children's sports leagues.
Created a proactive, solution oriented approach to relationship building.
Team assisted churches with training, software troubleshooting, order processing, order research, and program questions Team was accountable for 2200, and growing, church partners.
Growth currently averages 350 to 400 accounts annually.
Customer retention in excess of 97 percent each year Transitioned team from call center representatives to account managers to focus on relationship building and to maintain high customer and employee retention levels.
Increased efficiency of team, from spending 10.66 hours per league order in time allocated per account in 2004 to 5.83 hours per league order in 2006.
State Farm Insurance - Claim Team Manager City, STATE, 08/1999 - 09/2004
Lead team of up to seven, responsible for investigation and handling of Special Investigative claims involving automobile, homeowners, life and health insurance claims.
Interacted with all levels of claims management, providing clear, concise reporting to support claim decisions.
Reporting includes findings, evidence review, investigation overview, legal opinions and applicable statutes.
Managed Bodily Injury Claim teams for Metropolitan Milwaukee and the state of Wisconsin Managed teams of up to nine members, responsible for claim activity in excess of 1000 files.
Developed and established an Injury Central team in Wisconsin to increase claims efficiency and reduce operational expenses.
Managed claim files from onset through litigation, including all interaction with legal counsel.
State Farm Insurance - Customer Response Center Team Leader City, STATE, 08/1997 - 08/1999
Managed up to 15 support level call center representatives.
Entered prior to center launch and assisted with the development of the position including development of performance metrics and a training program.
Managed the internal help desk, responding to calls from State Farm Agents and internal associates to assist with technological troubleshooting and answer program related inquiries.
State Farm Insurance - Claim Representative City, STATE, 01/1993 - 08/1997
Responsible for investigating, evaluating and settling vehicle damage and bodily injury claims associated with motor vehicle accidents.
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School Attended
Taylor University
American College
Job Titles Held:
Casualty Claim Director
Associate Claim Director
Claim Manager
Director
Claim Team Manager
Customer Response Center Team Leader
Claim Representative
Degrees
Bachelor of Arts Degree
Professional Designation - Chartered Property Casualty Underwriter
Community involvement
Sports Official, High School Basketball, IGHSAU and IAHSAA
Deacon, Valley Church, West Des Moines, IA
