Customer Service Manager
Resume:
PATRICIA A. HENRY
Caddo Mills, Texas 75135
Email: ********@*********.***
Highly motivated, result driven CLAIMS/OPERATIONS MANAGER with demonstrated
success in a diversity of roles. Highly flexible and skilled at managing
multiple demands in a high pressure, deadline intensive environment.
Recognized for the ability to manage projects across functions levels and
locations in achieving optimal performance and organizational goals.
Excels at being customer-focused, organized and knowledgeable about
business process improvement. Strong leadership and interpersonal skills
with the ability to motivate a team to sustain high levels of productivity
and accomplish challenging goals.
Areas of expertise include:
. Project Management Regulatory Compliance
. Process Improvement HR Recruitment
. Strategic and Organizational Planning Training and
Development
. Capital Planning and Budget Attainment Team
Leadership
. Labor and Employee Relations Customer Service
PROFESSIONAL EXPERIENCE
ALLSTATE INSURANCE COMPANY, Dallas, Texas 1987 - 2010
Auto Claims Manager 2005/2010
Managed 45 employees in three departments with multi-state responsibility.
. Directed the auto specialty unit in handling of the fire, theft, total
loss claims as well as auto liability and express claims including
additional areas of auto salvage/title, car rental, new loss
assignment, subrogation and medical.
. Achieved highest results in the annual leadership survey: leadership
index of 100%; satisfaction 97%; customer focus 100%; engagement 100%.
. Received Distinguished Performance Award for reducing cycle time on
new loss assignments to the field staff to 3 days.
. Implemented the auto express adjuster's training program along with
designing training manuals that are currently being used nationally.
. Improved customer satisfaction to 96.2% by conducting customer service
training.
Operations Manager 1987 - 2005
Directed 53 clerical claim support staff and 5 unit supervisors in
achieving maximum performance in handling support functions in both
personal lines and commercial claim's departments.
. Managed successful projects that included the start up operations of a
regional claims office, moving a regional office to a new location,
consolidation of a property claims unit to branch location and
territorial realignment of states involving 9 regional offices.
. Facilitated all administration functions such as hiring, salary
administration, staff development and training needs for the clerical
staff
Operations Manager continued:
. Contributed to development and implementation of new procedures and
workflows to improving accuracy and increased productivity.
. Modified and implemented a financial spot check plan reducing the work
load of the technical supervisors by 50%.
. Controlled expenses within the scope of responsibilities meeting the
year end budget plan and the efficiency gain was exceptional.
. Designed and implemented a financial process that was implemented in 5
regional offices which improved the efficiency in the operations
units. It is estimated the project saved $4,8K a month or $60K a year.
. Maintained accuracy rate of 100% in financial audits.
. Performed financial and operations analysis to ensure financial and
performance targets were within budget guidelines.
. Oversaw the fleet administration program with the field staff.
Responsible in providing safety training materials to field and acted
as a liaison with the HO Fleet Administrator.
Other Experience Includes:
Division Service Supervisor
Supervisor Claims Support
EDUCATION/PROFESSIONAL DEVELOPMENT
San Antonio College, San Antonio, TX
Leadership Development & Management Skills
Ethics and Code
Insurance Regulation/Consumer Protection
Diversity
Customer Service
State Licensing/Multi-state Regulations
Property and Casualty Insurance Courses
Auto Liability Leadership Course
Performance/Salary Administration/Labor Relations
Team Building
CE Courses
Company Sponsored Courses
LICENSES
Property & Casualty Adjuster (TX, OK, NM)
Notary
ACHIEVEMENT AWARDS
Chairman's Award
Distinguished Performance Award
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