Resume

Customer Service Insurance

Location:

Chicago, IL

Posted:

July 26, 2016

Contact this candidate

Resume:

Josh A. Miller

*** ***** *****, ********, ** ****0 330-***-****

CAREER OBJECTIVE

I am a highly motivated leader and influencer who finds great satisfaction in helping people solve life’s problems, be them, physical, financial or psychological. As a result of my investment in colleagues as key stakeholders and customers, I inspire, collaborate, innovate, educate, and develop sophisticated processes that optimize performance at the individual and organizational levels. I proactively identify organizational and operational opportunities to improve overall business capabilities and performance while strengthening cross-functional relationships.

LEADERSHIP AND CONSULTING EXPERIENCE

Sr. Claims Analyst-OH, PA, WV, FL, MD, and VA Regions

Westfield Insurance Company, Westfield Center, OH Jan 2016 – Present

Review of vendor quality and performance annually including of handling of escalations related to preferred contractor network for entire Property Claims Division. Initiated and coordinated new processes and training for frontline employees as a result of review.

Worked closely with Catastrophe Unit leader to continually improve strategy for handling CAT claim events and mobilize staff accordingly including local vendor strategies.

Established communication vehicles for adjusters and unit leaders to provide feedback for renewal of preferred vendors based on experiences in claim handling and customer feedback.

Innovated new process to valuate detached barns and farm equipment for inside property unit for enhanced low cost claims handling across Property Claims division.

Review Residential, Agricultural and Commercial claim trends in damage severity including creative opportunities to improve customer experience and streamline claim handling methods that are compliant to state claim handling regulations. Coordinate underwriting efforts to project well into the claim handling environment.

Frontline Team Leader

Allstate Insurance Company, Hudson Express Office – Hudson, OH March 2005– Dec 2015

Supported groups of 40-55 leaders, support staff and employees as division leaders to create strong teams and optimize positive impact to overall organizational performance by establishing personal goals and career paths strongly linked to organizational success factors and initiatives.

Created systems and processes that remain best practices still today by effectively leveraging technology, reducing barriers for frontline workforce to create pinnacle customer experience. Top Customer Service score for entire claims division six years in a row.

Developed strong performing individuals to several departments and leadership roles within Allstate including Claims, Accounting, Information Technology, Customer Experience Team and Marketing/Sales.

Created and maintained performance-based game “Milleropoly” to encourage group collaboration and milestone achievements parallel with organizational performance standards to encourage improvement.

Member of NextGen Claim platform Task Resolution Group to redesign technology for improved workflow and continuity throughout claims organization and end users.

Claims Operations Leader/Claims Compliance Consultant

Allstate Insurance Company, HEO – Hudson, OH October 2004 – March 2005

Created office workflow system from concept to realization to solve multiple problems with varying workflow

Created office real time reference learning system which is embedded in workflow system for real time technical information, processes and conversational strategies.

Subject Matter Expert and mentor to new Analysts and Adjusters while supporting Training and Leadership staff

Implemented process to obtain structure fast track estimates for newly designed pilot team

Analyzed Customer Service performance and identified several areas to improve customer experience ratings to top in the company over two year period

Lead entry level analysts and Trainers in executing educational curriculum on technical and conversational approaches to address identified areas of improvement for adjusters.

CUSTOMER SERVICE AND TECHNICAL EXPERIENCE

Agent Advocate/Authority Consultant/Trainer

Allstate Insurance Company, HEO – Hudson, OH August 2003 – October 2004

Agent Advocate for Hudson Express Claims Operation

Exclusive Identity Theft/Fraud advocate for Express Claims Division company-wide

Division Check Forgery Process Expert

Workflow Coordinator for Exempt Analyst and adjuster specialty workgroups

Coordinated and performed supplemental claim education to build and develop office expertise

Subject Matter Expert and mentor amongst peers

Disciplines include: authority requests; structure fast-track estimates; claim, HVAC claims, and Property Damage Liability claims; check cancellations and transactions; complex claim support

Developed job-aids and presentations to improve training, customer service, and assistance in exceeding goals

Duties Performed:

Behavioral Descriptive Interviewing/Hiring Manager, onboarding, New Hire training, Continued

Education, Time Keeping, Performance Management, Employee Assistance programs and employee support, Merit Evaluations, Terminations, Succession Planning and Overall Operational Strategy optimizing leverage of Employee, Technology and Educational resources.

Controller/Trainer

Allstate Insurance Company, HEO – Hudson, OH September 2002 – August 2003

Reviewed claims for assignment or transfer between Express environment and field property offices

Consulted with Leadership and Adjuster staff to determine proper claim handling environment

Member of NextGen Beta Test group to test and provide feedback of application and functionality

Consulted with Leadership and provided direction to Adjuster staff to determine proper claim handling environment

Handled Credit Recovery, Salvage and Subrogation negotiations

Innovated and implemented documentation templates for conversational claim handling to standardize documentation and drive effective customer conversations

Claims Adjuster

Allstate Insurance Company, HEO – Hudson, OH January 2001 – September 2002

Delivered superior customer service while handling Property claims up to $35,000 including gathering of loss details, file documentation and review, settlement negotiation, paperwork compliance and issuing of payment

Customer Report Administrator

Allstate Insurance Company, Customer Service Center – Hudson, OH July 2000- January 2001

Handled First Notice of Loss for Auto, Property, Boat, Motorcycle, and CPL claims

Josh A. Miller

CERTIFICATIONS AND LICENSING

Certified Property Subrogation Arbitrator- Arbitration Forums Inc. September 2015

Industry-Wide (Insurance)

Certified Behavioral Descriptive Interview Professional October 2006

Allstate Insurance Company

Property and Casualty Licensed

Allstate Insurance Company - TX, NC, SC, FL, DE, WV, PA, KY January 2002

EDUCATION

Bachelors of Science – Biology (Minor Chemistry) January 2015

Kent State University – Kent, Ohio

Master of Business Administration – IT Project Management focus October 2016-enrolled*

American Public University – Online

HONORS & AWARDS

In My Good Hands Award

Allstate Insurance Company 2011 & 2014

MVP Award

Allstate Insurance Company 2007

Customer Report Administrator of the Year

Allstate Insurance Company 2002

Top Sales/Balance Transfers Q3, company-wide

MBNA America 1999

RELEVANT EXPERIENCES AND ACTIVITIES

Local Ambassador and Online Community Coach

Live Your Legend

Lone Survivor Foundation Volunteer Fund Raiser (Ebay)

Lone Survivor Foundation

Personal Development and Life Long Learner

Social Media, Youtube, Webinars, Internet personalities, radio, audiobooks and books

REFERENCES

Chuck Schumacher –Letter of recommendation

Pastor High Mill Church/Mentor

1920 Schneider street Northeast Canton, OH 44271

+1-330-***-****

Kathleen Plute – Letter of recommendation

Team Leader- Hudson Express Office