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Operations Supervisor Resume Example

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OPERATIONS SUPERVISOR
Professional Summary

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.

Skills
  • Licensed Adjuster - Ky, Fl, TX, IN
  • NFIP Certified
  • Xactimate Support
  • Xactimate
  • Business Operations
  • Operations Management
  • Training
  • Teamwork / Collaboration
Work History
Operations Supervisor, 07/2015 to 10/2019
Worley Claims Services – Fishers, IN
  • 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
Quality Assurance Administrator, 01/2013 to 07/2015
National Catastrophe Adjusters, Inc – Fishers, In
  • 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
Project Administrator, 08/2010 to 04/2012
National Catastrophe Adjusters, Inc – Fishers, In
  • 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
Education
Bachelor of Science: Leadership And Development, Expected in 2023
Liberty University - Lynchburg, VA

Attended the following HAAG Engineering workshops

Certificate: Executive Leadership And Management, Expected in 09/2020
University of Notre Dame - Notre Dame, IN

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

GED: 1990
Hamilton Southeastern High School - Fishers, IN
Certifications
FL Citizen's 2014 MetLife Online VA Property Insurance American Family File Review Industry Certifications NFIP California Earthquake Xactimate Level 1 Xactimate Level 2 IICRC - Fire IICRC - Water
Advocate for AFSP

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

Companies Worked For:

  • Worley Claims Services
  • National Catastrophe Adjusters, Inc

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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