Customer Service Manager
Resume:
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.
Education
1995 - 1999 Santa Clara University, Santa Clara, CA
B.S. Psychology with emphasis in psychobiology
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