Operations Supervisor Resume Example
Diversified Operations Manager with both property and flood claims experience possessing excellent leadership, communication and analytical skills. Recognized for strong leadership and follow-through ensuring optimal customer service, and productivity. Team player, always willing to provide support and guidance to peers at all levels. Strong motivator with excellent; interpersonal, verbal, and written communication skills.
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Marriott Vacations Worldwide – Steamboat Springs , CO
- Resolved issues and recommended actions based on production and compliance reports
- Supervised daily operations in both daily and CAT operations
- Strengthened operations by proactively managing and optimizing
- Diminished regulatory risks by overseeing adherence to insurance best practices, licensing and safety regulations across all projects
- Identified and solved issues with production, workforce and software to drive business objectives
- Attended claims conferences and client meetings, promoting company brand and building rapport with adjusters prospects and clients
- Identified opportunities to improve business process flows and overall claims handling, training, and productivity
- Traveled to Storm sites, onboarded and trained adjusters and inspectors. Managed teams of adjusters for multiple clients
- Assisted resource development in finding,interviewing new talent and updating adjuster database, as well as call campaigns during CAT events
Best Buy – Boise , ID
- Applied coaching techniques and tools to support managers and team members in improving performance
- Collaborated files for review and action owners to apply root cause analysis guidance and establish effective corrective action plans
- Reviewed claim files , adjusters progress throughout the claims process
- Implemented stronger quality assurance , customer service standards
- Evaluated interactions between associates, customers to assess personnel performance and customer satisfaction
- Recorded, analyzed and distributed statistical information to team and clients
- Led team for BP oil spill, and Hurricanes Irene & Sandy Collaboration project requiring close cooperation among members to share information and develop solutions to meet broad array of solutions
- Investigated and resolved customer complaints to foster satisfaction
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes
- Increased customer satisfaction and repeat business through relentless pursuit of resolutions to problems arising from a bad claims experience, protecting company reputation and loyal client base
- Received incoming calls and messages and addressed or escalated phone requests
Rider Levett Bucknall Uk Ltd – Tucson , AZ
- Call Center Manager for BP Oil Spill Project
- File Review and Analysis
- Policy Interpretation
- QA Reporting- Multiple Clients
- Hurricane Irene Storm Team
- Team Lead on Citizen's Project - including profile updates in CTS and CAIS, prequalifying adjusters for training, certification, and deployments
- File Collaboration - Multiple clients
- Handled after hours hotline - American Family and NCA Group calls, Including Citizen's Severity Calls
- Assisted the Director of Resource Development with adjuster deployments and preparations for claims camp training
- Maintained NCA adjuster profile database for accuracy by validating resumes, experience, certifications, etc
- Assisted Payroll in reconciliation for client bulk billing
- Updated Xactanalysis with agent email notifications, helped management maintain agent visit log for client
Liberty University - City, State
Attended the following HAAG Engineering workshops
University of Notre Dame - City, State
When Completed I will have the following certificates:
Executive Leadership and Management
Professional Certificate in Management
Foundations of leadership
Foundations of Management
Critical Management Skills
Leadership Challenges
Strategic Leadership
Executive Certificate in Leadership
Hamilton Southeastern High School - City, State
I signed up to be an advocate in 2019, to help bring awareness to resources available to loss survivors, and help promote mental health awareness ,legislation being brought forward in both Kentucky and Indiana, where I am from. This cause is very close to my heart due to a personal loss.
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Resume Overview
School Attended
- Liberty University
- University of Notre Dame
- Hamilton Southeastern High School
Job Titles Held:
- Operations Supervisor
- Quality Assurance Administrator
- Project Administrator
Degrees
- Bachelor of Science : Leadership And Development , Expected in 2023
Certificate : Executive Leadership And Management , Expected in 09/2020
GED : 1990
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