Goal and results oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 5 years of extensive leadership experience in Auto Claims. Committed professional well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with outstanding organizational skills and leadership abilities.
Skills
Conflict Resolution
Cultural Awareness
Problem Resolution
Project planning and development
Training and Development
Documentation and Reporting
Employee Coaching and Motivation
Verbal and Written Communication
Onboarding and Orientation
Customer Service
Interpersonal Relations
Strategic Planning
Inter-Department Collaboration
Negotiation and Conflict Resolution
Performance Tracking and Evaluation
Teamwork and Collaboration
Developing Others
Learning Agility
Technical Agility
Experience
Express Team Manager - Part Time Associates, 02/2022 to Current State Farm Insurance Inc – City, STATE,
Span of control: 30-50
Pilot project to implement Part Time and develop new department within Property-Express.
Updated project plans based on changing objectives, specifications and staff availability.
Set project goals and schedule with owners and team members.
Created and maintained project documentation to drive transparency with stakeholders.
Introduced change improvement plans to achieve goals, methodologies and initiatives.
Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Aided upper leadership during executive decision-making process by generating reports to recommend corrective actions and improvements.
Established and created training programs to enhance employee knowledge of best practices, resulting in improved customer satisfaction.
Identified areas of deficiency and performed root-cause analysis to solve problems.
Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
Coached staff on strategies to enhance performance and improve customer relations.
Initiated training sessions and coached employees to develop effective staff.
Delegated work to staff, setting priorities and goals.
Express Team Manager - New Associates, 10/2019 to 05/2022 State Farm Insurance Inc – City, STATE,
Span of Control : 90‐180
Lead and coordinate efforts required to onboard monthly new hires, including HR, logistics, Administrative Services, Execution and Training enablers
Communicate training progress, productivity impact and retention/turnover data to leadership for review and executive presentations
Gather, analyze and translate data for individual and group productivity, quality and efficiency in the training environment
Focus on continuous improvement of the Hiring, Onboarding and training experiences to provide improved quality of associates for post-training production
Monitor associates for Reliability/Dependability and classroom engagement levels, delivered ongoing TM topics (Customer Service, Proactive Handling, Efficiency and Quality topics) and support peer NATMs in addressing the same.
Learning Delivery Facilitator, 09/2018 to 10/2019 State Farm Insurance Inc – City, STATE,
Direct influence on new to role Claim Associates, building relationships, introducing and promoting the State Farm culture, developing the skills necessary for them to be successful and productive members of Property-Express
Leveraged strengths of collaboration, ability to motivate, and develop technical expertise to help drive positive results
Excelled at building relationships, communicating process changes and change opportunities to associates and leaders alike, as well as identifying key gaps in training protocols and contributing to value driven solutions to close these gaps.
Developed and enhanced departmental and program learning objectives and instructional learning tools.
Designed curriculum and oversaw lesson planning to meet instructional goals.
Authored reports outlining program accomplishments, statistics and performance data.
Express Team Manager - Production Team, 06/2017 to 09/2018 State Farm Insurance – City, STATE,
Span of Control : 12‐18
Monitor, coach and develop Claim associates in the Property-Express claim role through EOM application
Review performance data and metrics, coordinate coaching and development opportunities for improved results
Section Technology SPOC for various systems and trend reports, assisted in up-skilling peers and leadership to improve section and segment results.
Reviewed individual employee performance to correct issues and enhance productivity.
Reviewed key performance indicators and made necessary adjustments to increase production.
Acted as peer mentor for New to Role Team Managers, providing EOM observation feedback, leading practices for employee performance and upskill on various resources and tools to impact department productivity.
Claim Specialist - Claim Team Lead, 11/2012 to 05/2017 State Farm Insurance Inc – City, STATE,
Served as CTL in both ILR and Express operations
Peer resource for Express Claim associates
Assisted with leadership requested topic discussions to close skill gaps and improve associate understanding of critical processes or recent process changes
Fostered positive employee relationships through communication, training and development coaching.
Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Recommended and executed improvements for efficiency, quality and customer satisfaction.
Conferred with other supervisors to coordinate operations and activities within or between departments.
Assisted in other departments as needed to meet department goals (Property-Complex, Property-Total Loss) and regain service level objectives.
Selected for TWA-TM Express position. Promoted to leadership position in recognition of strong work ethic and ability to coach associates to better performance.
Claim Processor, 01/2012 to 11/2013 State Farm Insurance Inc – City, STATE,
Processed claims according to established quality and production standards and made corrections and adjustments to solve problems.
Built rapport and trust with customers through effective customer service techniques which involved fair and prompt processing of claims.
Worked closely with appraisers, rental facilities, body shops and salvage vendors.
Served as subject matter expert for non-standard coverage questions, property damage and collision.
Examined automobile policies with third-party liability, accident benefits and collision benefits.
Provided quality customer service to assigned, insured and claimants throughout claims process to deliver timely service to customers.
Maintained knowledge of policies and procedures and insurance coverage benefit levels, eligibility systems and verification processes.
Education and Training
Bachelor of Science: Business Administration, Project Management, Expected in 12/2015 Colorado Christian University - Denver, CO GPA:
Associate of Science: Organizational Management, Expected in 12/2013 Colorado Christian University - Denver, CO GPA:
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