Project Manager Customer Service
Resume:
DALLAS D. MURPHY
Post Office Box ******
Columbia, SC 29229
******.******@*****.***
SUMMARY
I have more than 14 years of experience gathering, analyzing, interpreting
and documenting client requirements, along with developing test matrices
and conducting positive and negative testing for a mixture of claim systems
and web-based products. I am experienced in developing and executing
training programs. I am an experienced working with Microsoft Visual Studio
2005, implementing, migrating and upgrading web-based policy, claim,
inquiry, loss reporting and electronic payment systems. I have 22 years of
casualty insurance claims experience including 15 years managing and
directing claim professional and defense attorneys in the areas of policy
coverage, legal liability, theft and fire investigation, litigation
management, loss settlements and subrogation.
EDUCATION/LICENSE
Associate Degree, Accounting
South Carolina multi-line adjuster license
EXPERIENCE
Companion Property & Casualty Insurance Group
November 1996 - September 2010
Web Developer/Lead Analyst (July 1999-
September 2010)
> Served as a project manager responsible for the implementation of
Companion's web applications, including policy inquiry, claim inquiry,
loss reporting and an electronic payment system
> Responsible for two system upgrade migrations that determined real time
pricing, risk acceptance and policy issuance
> Responsible for gathering, analyzing, interpreting and documenting client
requirements
> Wrote and defined client specifications
> Developed test matrices and conducted positive and negative testing for a
mixture of claim systems and web-based products
> Responsible for set up and execution, test requirements planning and
analysis, defining test plans and development of test case
> Responsible for SQL Server database management creation, modification and
troubleshooting views and stored procedures
> Researched and analyzed system problems
> Provided training for agents, risk managers, underwriters, marketing
staff, claims staff and other users
> Provided web site design, functional modification, user interface and
business logic maintenance working with Microsoft Visual Studio 2005
> Used a graphical rules engine built on top of Microsoft Visio
Claim Supervisor (November 1996
- July 1999)
> Served as the claims supervisor responsible for administrative and
technical claim functions
> Ensured claims were investigated and resolved within acceptable standards
> Provided guidance to claim representatives, prepared performance
appraisals and salary recommendations
> Identified and reported system problems, worked with programmers on
system changes and approved claim system modifications
> Served as the project manager for the CSC CHS system (claim handling
system)
> Developed the training program for the claim department users and
conducted training classes for the new claim handling system
Seibels Bruce Group March 1989
- November 1996
Claims Data Processing Systems Supervisor (February 1995 - November
1996)
> Ensured accuracy of logs for the South Carolina reinsurance facility
> Provided technical assistance to other departments for the handling of
mutual problems
> Conducted training for new claim system users
> Responsible for the development of claim production reports
> Oversaw the functions of coverage verification, cycle error corrections
and check distribution and provided support for the claims customer
service unit
Claim Department System Project Coordinator (January 1994 - November
1996)
> Participated on the team to review and select an AS/400-based system
solution to replace the mainframe system by reviewing and testing various
systems and reporting the pros and cons of each system
> Responsible for gathering, analyzing, interpreting and documenting client
requirements
> Developed test matrices and conducted positive and negative testing for
claim systems
> Identified and reported system problems, made recommendations for system
enhancements and approved all claim system modifications
> Worked closely with programmers to convert data from the PMSC mainframe
Series II system to the AS/400 system for claims in all lines of business
> Developed a training program for the claim department users and conducted
training classes
Casualty Claim Supervisor (April
1990 - February 1995)
> Responsible for administrative and technical claim functions
> Ensured claims were handled within acceptable standards
> Provided guidance to claim representatives, prepared performance
appraisals and salary recommendations
> Served as the project leader responsible for implementing a call center
and creating jobs for claim customer representatives and auto appraisal
dispatchers
Senior Claim Representative/Litigation Specialist (March 1989
- April 1990)
> Evaluated and negotiated cases while preparing them for trial
> Directed investigation performed by field adjusters and defense attorneys
involving cases in litigation
> Performed evaluations of defense firms and made recommendations regarding
them
Gay and Taylor, Inc. (April 1984
- March 1989)
> As a case load handling supervisor I handled all aspects of heavy
casualty claims including automobile, theft and fire losses, homeowners
and commercial losses
> Handled all branch office subrogation cases
> Handled building damage, theft and liability property losses
> Ensured claims were handled within acceptable standards
> Provided guidance to claim representatives, prepared performance
appraisals and salary recommendations
> Handled case file billing
> Visited customer sites servicing new accounts and seeking new clients
Allstate Insurance Company (December 1976
- April 1984)
Claim Representative and Appraiser (August
1980 - April 1984)
> Handled all aspects of automobile and homeowner's casualty claims
including damage evaluation, coverage, theft and fire losses, liability
investigation and settlements.
Property Dispatcher
(August 1978 - August 1980)
> Property responsible for organizing the work of the offsite appraisers
and adjusting staff and maintaining accurate case load inventories.
Customer Service Representative (August 1977
- August 1978)
> Received reports of losses from policyholders, claimants and attorneys
> Handled minor auto accident and homeowners losses
Work Leader
(December 1976 - August 1977)
> Oversaw the activities for locating and re-filling claims files
> Ensured mail and claim files moved around the office to appropriate
destinations in a timely fashion
> Single resource for supplies for a staff 350 on and offsite employees
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