Customer Service Manager

Stephen N. Dove, AIC

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

Loveland, Co. 80538

Cell – 970-***-**** abhh2g@r.postjobfree.com

Career Objective: Commercial Claims Advocate

Summary of Qualifications

B.B.A. majoring in business management. M.B.A. majoring in business management.

A.I.C. designation. 17 years claims experience. Current Wyoming adjuster license.

Proven ability to deliver high quality with high production. Excellent technology and

computer skills. Proficient with Microsoft Office including Excel. Experienced using the

latest technology in day to day operations, including wireless internet, smart phones and

wireless digital camera. Motivated, reliable and adaptable to change.

Professional Experience

Independent Appraiser, Noco Appraisers (Loveland, Co, 2007 – Present)

• Production top 10% of appraisers

• Average cycle time 48 hours

• Appraiser of the month February, 2010 IANET

• Proficient with auto, RV, and motorcycle estimates

• Proficient with Audatex, CCC, and Mitchell estimating systems

Branch Manager, Progressive (Loveland, Co. 2005-2007)

(Fairfax, Va. 2001-2005)

• Earned exceeds corporate audits in 2005 and 2006

• Improved claims quality index from meets (.71) to exceeds (.93)

• Earned exceeds customer service ratings in 2005 and 2006

• Improved customer service index from does not meet (.17) to exceeds (.51)

• Established preferred shop network in Northern Virginia

• Exceeds performance evaluation 2002

• Won resolution award 4 of 6 times competing against 8 other branches

Team Leader, Progressive (Anchorage, AK. 2000-2001)

(Fairfax, Va. 1997-2000)

• Managed team of 6 claim representatives

• Team handled 10 property damage and injury claims per day

Claim Representative, Progressive (Fairfax, Va. 1996-1997)

• Determine coverage, liability, and damages for auto claims

• Handled auto damage and injury claims

Material Damage Adjuster, Nationwide (Fairfax, Va. 1993-1996)

• Settled 4 to 6 auto and homeowner claims per day

• Ran drive in facility settling 16 to 20 auto claims per day twice per week

Education and Licenses

BBA, Management, Radford University, 1991

MBA, Management, Radford University, 1993

Associate in Claims designation,1997

Wyoming Adjuster License, 2008

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