EDUCATION

Northern Illinois University, College of Business - DeKalb, IL

May

2004

Bachelor of Science Degree in Business Management

. Focus in Human Resources

QUALIFICATION PROFILE

. Possess a broad knowledge base relating to account management and the

customer life cycle, handling from beginning to end, 20 to 30

automobile insurance claims at a time

. Demonstrate excellent leadership abilities concerning team initiatives

and employee development, mentored and trained numerous new hires

until new hire and management felt comfortable they could work on their

own, typically 3 - 6 months

. Recognized as a superior performer by all levels of leadership,

including receiving customer service awards

EXPERIENCE

Progressive Insurance Corporation - Peoria, IL

2011 - Current

Management Repair Representative

. Assess damage to customer property in excess of $1 mil annually,

including repair vs. total loss decisions

. Manage repair facility performance in regards to timeliness of repair

as well as quality of workmanship

. Negotiate procedures with repair shops for agreed upon price and

service for customer property

. Coordinate the disposal process of salvaged parts and vehicles in

accordance with governmental rules and regulations

. Maintain necessary documentation of the repair process by completing

timely estimates, supplements and inspections

. Determine repair parts, time and labor required to complete repairs of

any covered property of clients

. Assess and apply pre-existing damage figures using proprietary metrics

and calculations

. Respond to customer inquiries throughout the entire repair process,

acting as a liaison between the customer and the repair shop

Claims Associate

. Received the Net Promoter Score award for providing superior customer

service to insured clients in the first quarter of 2012, given to the

top 20 employees in the entire company

. Provided exceptional customer service to clients who had recently

experienced significant damage to insured property

. Investigated and determined liability and coverage as it applies to

auto claims and customer specific policy regulations

. Multitasked in a high-volume, predominantly over-the-phone environment

that required focus and coordination of multiple parties

. Negotiated and settled total loss claims to ensure resolutions that

satisfied clients and followed policy guidelines

. Successfully completed multi-month courses covering state legal, total

loss, scene investigation and claims ownership curriculum

URS Corporation - Mossville, IL

2010 - 2011

Assistant Coordinator for Materials Handling, Prove Design and Facilities

. Managed and tracked inventory totaling over $10 million annually, used

for production of various Caterpillar products and equipment

. Distributed materials to more than 5 production groups utilizing a

triage approach based on priority and demand

. Prepared shipping documentation and managed logistics up until the

approval process, using proprietary Caterpillar software

. Checked in and tracked Prove Design (one-of-a-kind) inventory with

Microsoft Excel and coordinated with the ordering party

. Completed work orders and delivered or stored various unique materials

requiring additional care and coordination

. Created and sent work orders to third parties requesting materials from

off-site locations in long-term storage

. Loaded and unloaded trucks in shipping and receiving department

Caterpillar Inc. - East Peoria, IL

2008 - 2009

Welding Technician

. Tacked and finish welded equipment for Caterpillar Inc. products that

exceeded company and industry standards

. Completed Caterpillar Inc. blueprint reading and welding courses,

culminating in a welding certification

. Completed extensive safety; CPS and Six Sigma training used to

reengineer and enhance production processes

ACTIVITIES

Hayden Strong benefit

Jan 2014 - May 2014

. Solicited donations from various local companies (restaurants, retail

outlets) for auction at the benefit

. Worked with benefit site management to ensure proper food health

standards are met and legal obligations are met in regards to the sale

of alcohol

Hobbies & Interests

. Exercising 2-3 times a week, fishing, hiking, and disc golfing 2-3

times a week

Contact this candidate