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Customer Service Manager

San Jose, California, 95123, United States
March 04, 2011

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Gary Kelley

**** ****** ***** **. - *** Jose, CA 95123


Career Qualification

Automobile claims representative with 5 years experience investigating

coverage, liability, damage and total loss appraisals and referring suspect

claims to special investigative unit. Work with SIU throughout

investigation to resolve suspect claims. Prior experience in operations

and customer service management resolving customer service questions,

managing and tracking inventory and resolving inventory discrepancies as

well as profit and loss and personnel management.

Professional Experience

April 2004 - June 2010: Claims Representative - Progressive Insurance

Investigate and resolve automobile accident claims including coverage and

liability investigations. Perform vehicle repair estimations including

negotiations with body shops and manage repair process to completion and

vehicle delivery. Identify and manage bodily injury claims including in

person meetings, obtaining medical records and bills and negotiating

settlement with the injured party. Identify suspected fraudulent claims

and refer suspect claims to special investigator and work with SIU to

resolve claim including additional statements from involved parties and

obtaining additional damage photos either in person or taken at scene by

law enforcement agencies. Was chosen to assist an undercover sting

operation by local SIU representative.

2001 - 2003: Operations Manager - Circuit City Stores, Inc.

Responsible for profit and loss report management for store. Maintained

expense control 20% under budget and reduced inventory loss 25%. Immediate

supervisor for customer service representatives, warehouse representatives,

small electronics department and music, DVD and computer software

departments. Involved in interviewing potential new hires, training new

hires, scheduling of employees, enforcement of policies and behavior

management. Responsible for investigating inventory loss involving both

internally and externally.

1999 - 2001: Customer Service Manager - Circuit City Stores, Inc.

Supervisor for customer service and warehouse personnel. Assit in

inventory integrity, hiring and training and scheduling for customer

service and warehouse personnel. Responsible for financial accounting of

daily transactions.


1995 - 1999 Santa Clara University, Santa Clara, CA

B.S. Psychology with emphasis in psychobiology

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