Consulting – Management – HR/Training - Insurance
8+ years’ demonstrated professional excellence. Outstanding consulting skills. Business and technology savvy. Stellar career history in management and training. Strengths and interests:
Process Improvement – Quality – Intra-business Consultation – Customer/Account Mgmt – Insurance – Systems Deployment – Claims Analysis and Resolution – Business/Technology Consulting -– Relationship & Team Building – Budget Mgmt – Cost Controls – Staff Management(HR) and Training – Corporate Administration – Leadership Development – Project Mgmt – Crisis Communications
Career Summary
Solid understanding of business process as well as functional and technical requirements. Quick learner who is able to grasp and adapt to new technologies and programs. Proficient in leadership development, quality analysis, and business group productivity and quality enhancement. Excellent project management skills—prioritized and managed several projects simultaneously. Background in insurance management. Outstanding problem solving skills. Team player who is able to work with and relate to people at any level. Multitasking abilities. Intermediate Spanish and Elementary Arabic—keen interest in learning other cultures and languages. Well-organized and detail-focused with outstanding communication, analytical, documentation, and report writing skills.
Professional Profile
Catastrophe Manager 1 (TL) (2004–2008), Progressive Insurance Corporation 2003–2008
Provided business process consulting to local branches—handling claims influx, setup, coverage, staffing, etc. Liaison for senior corporate leaders and teams; provide comprehensive reporting. Conducted extensive data mining and evaluated client data to determine efficiency, estimates, etc. Utilized analysis to suggest improvements. Analyzed 100s of claim reviews from my management team each month. Oversaw quality and customer service functions—reviewing requests, handling escalated complaints, managing call volume, providing real time assistance to reps, directing work assignments, deploying cutting-edge tracking mechanisms, leading QA teams, managing process assignments, and measuring and managing customer service process. Process leader for critical functions—logistics, vendor management, and catastrophe center and site infrastructure management. Developed sophisticated workflow models and triage processes.
• Leadership, oversight, development, and technical supervision to five direct reports overseeing 40 to 50 staff members. Recruited, managed, trained, and evaluated staff.
• Extensive quality analysis on quality team’s QA review of 40,000 to 75,000 processed claims.
• Effectively scheduled 80+ employees and managed them remotely (multiple locations). Managed reps while developing them for leadership positions.
• Utilized staffing model and adjust variables to forecast staff requirements.
• Worked with team managers to develop orientation package and training for groups of 50-60.
• Introduced rewards and recognition program that raised morale and productivity significantly.
• Evaluated business and functional requirements to recommend new technologies, such as the Avaya System. Coordinated with team to recommend software and contributed toward its deployment internally. Tested scheduling products.
• Facilitated business transition and growth from 28 to 81 employees. Contributed toward all aspects, including processes, functions, training, etc.
• Drove 12% to 18% efficiency gains by implementing new processes, eliminating waste, performing quality analysis, and providing detailed feedback.
• Analyzed call data and statistics (1 million calls in 2006) associated with call time, volume, duration, quality, etc. Utilized analysis to adjust staffing model, spot trends, and recommend improvements.
• Trained 15 internal organizations and local field officers (nationwide) on CAT processes. Utilized miniature version of corporate-wide process to train staff on processes.
• Collaborated with catastrophe reps and managers on implementation of new efficiency agenda. Completed efficiency review and created report—14% productivity gain in key areas.
• Major projects: Lubbock Hail, North Dakota Hail, and Hurricanes Ivan/Katrina/Rita/Wilma. Duties on these projects included coordinating with senior management, completing estimate reviews, handling special investigations, assigning and managing workload, providing site leadership, performing QA, driving efficiency, and training staff of 25 to 90 professionals during the course of each event.
Claims Representative and Catastrophe Rep III (2003–2004)
Consistently received “exceeds” on performance evaluations. Promoted to leadership position. Orchestrated general claims handling process and customer service; processed 90+ claims per month. Conducted comprehensive analysis and review of loss reporting data to notice reporting trends. Created weekly and monthly reports for regional management.
Additional Experience
Sales Management Trainee, Enterprise Sales, Dallas, TX 2002–2003
Primary “Relationship Manager” for local branch, consistently in top sales group for insurance as well as held sales meeting for new hires. Attended sales training courses and developed personal methods for the best techniques used to sell intangible products.
United States Department of State
Consular Intern, United States Embassy, Montevideo, Uruguay 2002
Tasked with data QA and customer service duties of American citizens abroad. Completed initial visa applicants’ interviews. Provided highly-effective recommendations to US Congress. Investigated, researched, and wrote annual Embassy Trafficking in Person’s Report.
Infantry Team Leader/Supply Logistics Specialist, National Guard, US Army, Perryville, AR 1996–2004
Oversaw five-person team. Assumed responsibility for $1.5 million in supplies and equipment. Developed communication skills and language capabilities to interview people effectively.
Customer Service Supervisor, University Fitness Center, Conway, AR 1999–2001
Conceptualized and implemented highly-effective, results-driven management techniques to keep employees focused on center’s goals—safety, customer service, equipment knowledge, etc.
Education & Professional Development
Bachelor of Business Administration, University of Central Arkansas, Conway, AR, 2001
Spanish Language Course (Intermediate Spanish), Defense Language Institute, Monterey, CA, 1999
Arabic Language Course (Elementary Arabic), Private Tutor, Amman, Jordan, 2008
Targeted Selection for Advanced Hiring, Project Management Framework, Documentation for Managers, Claims Development System for Managers 1, Team Leader Management 1 and 2, Advanced Investigations, Fraud Awareness, Cross-Cultural Communications, Civil Treatment for Managers, Sales Management, Crisis Management
Computer Skills
Microsoft Office, Commercial Products, Accounting and Marketing Software
~ Excellent References Available On Request ~