Customer Service Quality Assurance

Michael Ivy

**** **** ****** **, *** Plaines, IL 60018 916-***-****

Objective:

I am looking for a respective position in the Claims Organization as a

Claims Manager or Adjuster where I can utilize my 14 years of experience in

the insurance industry to handle all aspects of claim handling to benefit

the corporation or organization.

Allstate Insurance, Sacramento, CA (2006 - Present)

Executive Leadership Development Program (Home Office, Northbrook, IL) 2

year Program

. Claims Service Administrative Manger - Expense Management, Staffing

Plan Oversight, Protection Finance

. Claims Customer Experience - Developed Company wide programs to

enhance Customer Satisfaction

. Business Integration Consultant for Agency Sales - Development of

Website enhancements, Web Pages and Dashboards to increase the

efficiencies of the Agents business

Senior Claims Service Adjuster (2006 - Present)

. Evaluate complex bodily injury claims from initial report to final

disposition

. Access Value of claim and negotiate settlement / denial

. Increase customer satisfaction through resolution of customer calls

/ complaints

. Investigate all aspects of the claim, i.e.; financials, liability

determination and repairs

. Recently transferred over to Home Owner claims

. Handling first party home owner claims and losses for our insured's

Daly Brother's & Associates (Real Estate & Financial Services), Sacramento,

CA (2003 - 2006)

Office Manager / Quality Assurance Analyst

. Daily accounting duties for the real estate business, assisting

buyers with paperwork and financials

. Handling contracts for the broker and the finance companies

. Evaluate purchasing orders for fortune 500 companies to identify

unwanted over expenditures

. Auditing of monthly budget reports for departments that over spent

on their monthly budgets

USAA Insurance, Sacramento, CA (1999 - 2003)

Senior Claims Service Adjuster

. Evaluate complex bodily injury (Med Pay) claims from initial report

to final disposition

. Access Value of claim and negotiate settlement / denial

. Increase customer satisfaction through resolution of customer calls

/ complaints

. Investigate all aspects of the claim, i.e.; financials, liability

determination and repairs

. Mentored an adjuster group that handled simple to non-complex

claims for 6 months

. Adjusted and settled liability claims for Alaska, California and

Nevada

Progressive Insurance, Rancho Cordova, CA (1996 - 1999)

Casualty I Adjuster

. Evaluate complex bodily injury claims from initial report to final

disposition

. Access Value with 1st and 3rd parties in the evaluation and

settlement of total losses

. Negotiated settlements with insured's and medical providers arising

from bodily injury claims (Med Pay)

. Certified in writing property damage estimates. Negotiated repairs

and repair time with body shops

. Investigate all aspects of the claim, i.e.; financials, liability

determination and repairs

Policy Service Representative

. Provided customer service to insured's, answered customers

questions pertaining to product of service

. Received and processed orders pertaining to pricing, changes in

service and discontinuance of policies

. Investigated and corrected errors, following customer and company

records

. Adjusted complaints concerning billing or services rendered

. Coordinated customers' service needs with other departments as

required to ensure customer service

. Handled customer service request for the seven Western United

States (AK, AZ, CA, HI, NV, OR and WA) while working in a call

center environment and handled on average 100 - 135 calls per day

for customers

Education:

Bachelor of Science - Criminal Justice - General Investigative Techniques

(1995)

Master's of Arts - Organizational Management - Executive Management Issues

(2002)

SCLA - Allstate - Society of Claims Law Associates - Claims Law - In

Progress

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