Customer Service Management

DANIEL J. SINCLAIR

***** ******* **** ***

Tampa, Florida 33647

813-***-**** - **********@***.***

www.linkedin.com/daniel-sinclair

SUMMARY

Focused Insurance Professional with proven experience in turnkey operations. Adept at leading

and managing call center professionals with a strong commitment to customer service and

efficiency. Confident decision maker with the ability to analyze and implement programs to

increase customer satisfaction and reduce operational costs. Expertise include

Process Improvement Performance Management

Workforce Management Proficient on Avaya Centervue

Electronic Records Mgmt

PROFESSIONAL EXPERIENCE

ASSET ACCEPTANCE SOLUTIONS GRP Riverview, FL (2012-5/2013)

Supervisor-Legal Support-Responsible for the processing of legal garnishments for the Law

Offices of Fulton Friedman and Gulace LLP. Manage 10 associates to include their performance

appraisals and all aspects of the garnishment process for the state of Florida.

AMERISURE INSURANCE COMPANY St. Petersburg, FL (2007-6/2011)

Administrative Services Manager - Responsible for the support of Commercial Service Center.

This includes management of up to 17 direct reports including 1 supervisor. Directly supervised

claims processing, systems, mail and supply, electronic records, and facilities planning for the

Core Service Center. Also responsible for the center’s Business Continuity Plan.

• Member of four person project team that successfully implemented an electronic records

system (Imageright) for the claim department in all 10 Amerisure offices.

• Produced increased efficiencies to reduce staff by 50%.

• Established written workflows and service goals that are monitored for continuous

improvement and for “Best Practices”.

• Successfully coordinated the move of 125 people, systems and equipment from 2nd to 3rd

floors in three coordinated moves.

THE ST. PAUL TRAVELERS INSURANCE Tampa, FL (2001-2007)

Unit Claims Manager- Center for Claims Services- Responsible for the processing of the

phone and fax first notices of loss for commercial and personal accounts in a call center

environment. Responsible for the management of 15 Customer Service Representatives.

Manages systems and administrative processes for the greatest efficiencies.

• Management team increased production and efficiency by 30% at the same time reducing

staff.

Successfully implemented a personal lines Property Triage team-set up FNOL, determined

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extent of damages, set up appointments with contractors and adjusters and gave insured’s

emergency instructions..

Established written workflows that are monitored for continuous improvement and for “Best

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Practices”

AMERICAN UNITED LIFE & HEALTH INSURANCE CO. Indianapolis, IN (1999-2001)

Manager, Regional Service Unit -Group Services- Responsible for managing the process that

supports policy issuance, maintenance and billing for Group benefits, traditional & voluntary life

and disability products. Responsible for the management of 12 people..

• Established Progress Performance Plans, which enabled management to chart unit member’s

progress and give feedback

• Increased service standards over 80%.

• Developed measurement tools for individuals, units and departments.

CNA INSURANCE, Property-Casualty Chicago, IL (1998-1999)

Risk Management Team Director -Administration responsibility for managing the process that

supports proposal development, policy issuance, policy maintenance and billing and collections

for Risk Management casualty business. Responsible for the management of a team of 14 people.

This includes 7 processing people and 7 financial people. This team directly supports the Eastern

Region for Risk Management located in New York. Responsible for a book of cash flow and

guaranteed cost insurance programs in excess $100 million.

EDUCATION:

B.S. Business Management

St. Francis University Loretto, PA

CERTIFICATIONS

Florida Adjusters 620 License

APA Designation

PROFESSIONAL DEVELOPMENT

Creating a Great Work Place

Effective Management Practices

Effective Communication

Coaching & Counseling for Outstanding Job

Performance-A.M.A.,

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