Manager Customer Service
Resume:
DOUGLAS M. ENGLAND
Everett, WA 98205
dengland **@*******.***
_____________________
OBJECTIVE
To provide a company with strong professional, administrative and technical
skills.
QUALIFICATIONS
> Experienced Claims Professional with over 25 years of direct claims
management experience
> Strengths lie in direction, technical and strong interpersonal skills.
> Proven record of excellent managerial skills, reorganization and
management expertise.
> Accustomed to complex, detailed documentation and reporting to meet
regulatory compliance
> Well-disciplined and focused in planning, scheduling and
implementation
PROFESSIONAL EXPERIENCE
Carl Warren & Company
6/06 - Current New Business Development Leader, Seattle,
WA.
. Responsible for prospecting and attracting new clients through
leads, cold calls and personal presentations.
. Follow up of existing clients, and ensuring work product meets
clients expectations.
Cascade National Insurance Company
1/95 -3/06 Vice President of Claims, Seattle, WA.
. Developed a newly created Claims and Customer Service department
handling commercial trucking and non-standard auto policies
. Established the claims manual and procedures for a newly licensed
insurance company
. Implemented all policies and procedures for a start-up claims
department.
. Worked with third party administrator on technical issues for
claims
. Introduced an on-going audit program to ensure quality claims
handling.
. Oversaw a department of up to 90 staff members including 3 managers
and 7 supervisors
. Responsible for a budget of approximately $3 Million
. Interact with all personnel ensuring company guidelines/best
practices are met with emphasis on reducing overall expenses.
. Involved with budgeting process, goal setting and directing and
leading teams to achieve profitability within the organization.
Transamerica Insurance Company
1992 - 12/94 Marketing Representative
. Prospect and appoint new agents in Washington and Oregon. Assist
agents in development of business plans.
. Responsible for servicing and assisting 120 agents in the
Northwest.
1991 - 1992 Casualty Claims Director
. Accountable for national casualty claims department.
. Responsible for setting policies, procedures, and departmental
structure
. Accountable for 75 staff personnel with reserves in excess of $180
million.
. Developed and implemented several cost-saving claim procedures.
1990 - 1991 Manager - Woodland Hills, CA
. Managed a commercial program which produced $90 million in
premiums.
. Managed a claims staff which adjusted Errors and Omissions claims,
Production claims, Auto claims, and Workers' Compensation claims.
1988 - 1990 Regional Claims Manager - Honolulu, HI
. Managed a regional office with 37 employees, including four
supervisors.
. Responsible for management of Property, Casualty, and Workers'
Compensation claims. Region produced $33 million in premiums
9/80 -1988 Service Claims Manager - Seattle, WA
. Responsible for management of 8 technical adjusters' positions.
. Managed multi-line claims handling.
Safeco Insurance Company
10/78 -9/90 Multi-Line Field Claims Adjuster - Seattle, WA
. Responsible for investigation and resolution of all assigned
claims.
EDUCATION
B.S. - Seattle Pacific University GPA 3.7
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