Customer Service Insurance
Resume:
Andrew D Johnson
***************@*****.***
www.linkedin.com/in/andrewdjohnson1
SUMMARY
Insurance and Management professional with 10 years experience working with
highly successful teams. Achieves measurable results by focusing on
performance and leveraging strong team building and interpersonal skills.
Key areas of expertise include:
. People Development
. Performance /Process Management
. Work Environments
. Customer Relationship & Retention
. Claims Management
. Relationship Building
. Analytical Problem Solving
. Quality Assurance
PROFESSIONAL EXPERIENCE
Progressive Insurance 2010-Present
One of the largest auto insurance groups in the United States underwriting
Property and Casualty insurance policies and facilitating management of
auto accident claims with annual revenue of $14M, 28,000 employees and 10M
customers.
Claims Generalist Milwaukee, WI
Investigated, analyzed, and determined the extent of Progressive's
liability concerning loss or damages, and attempted to effect settlement
with claimants.
. Determine liability and exposure to accurately resolve claims based on
information gathered during interviews with claimants, medical
specialists, law enforcement, agents, or witnesses.
American Family Insurance 2009-2010
American Family Insurance is the nation's third-largest mutual property and
casualty insurer and 14th-largest property and casualty insurance company
group managing 15.5 billion in assets and providing 4.1 billion in
policyholder equity. American Family Insurance offers auto, home, life &
annuities, health, business and farm & ranch insurance operating in 19
states spanning from Washington to Ohio.
Customer Care Center Associate Representative Madison, WI
Thoroughly explained claim processes and focused on providing outstanding
customer service while working diligently to meet customer needs in a call
center atmosphere. Facilitates continuous development of people processes,
and culture to ensure customer service industry leadership.
. Answers calls for customers, agents, employees, vendors and third
party administrators.
. Takes Auto and Property First Notice of Loss and determines claim
complexity.
. Establishes rapport with agents and builds on-going relationships by
including agents in the claim handling process as appropriate.
Andrew D. Johnson Page 2
Insurance and Management Professional (continued)
Progressive Insurance 1999 - 2009
Claims Manager I/II Memphis, TN / Jackson, TN / Johnson City, TN
2003 - 2009
Proactively recruited, oriented, managed & led staff of approximately 30
claim handlers housed in two cities whose primary tasks were to accurately
and efficiently resolve claims and retain customers
. Reduced $1.1M in inventory by 25% in less than one year by
implementing strategies and initiatives that moved claim files towards
resolution.
. Improved Work Environment Index from .60 to perfect 1.00 in one year,
helping to improve productivity by 15 % by utilizing reward system to
distinguish top performers and significant achievements.
. Exceeded .83, out of 1.00 quality goal in 3 of the last 6 audits
related to file quality while serving as a technical resource to
others in the organization.
. Increased productivity approximately 15% while overseeing up to 30
employees including hiring, training and development, performance
reviews and salary recommendations.
. Reduced inventory approximately 10% by serving as state liaison for
rollout of national process involving medical payments.
. Completed approximately 30 quality file reviews per day and monitored
approximately 300 higher complexity claims in inventory providing face
to face and written guidance to direct reports to ensure effective,
engaging, accurate and efficient file resolution.
. Distributed weekly electronic newsletter that successfully leveraged
data and management information to support business strategy and
improve results.
. Recognized for being the #1 Customer Service office in Progressive's
11 state Mid-Atlantic Division by focusing on building relationships
with customers, agents and business partners.
. Recognized by the TN State Claims Manager for developing and executing
a strategic file management plan that resulted in the office being in
the top two out of seven offices in eight key measure categories.
. Monitored quality locally & participated in local, regional &
statewide diagnostic events which contributed to TN being recognized
for having the highest Claims Quality Index score in the country as
administered by the corporate claims audit team.
Claims Team Leader Charleston, SC 2002 - 2003
Led diverse team of tenured representatives and new hires building on the
strengths of each person individually to build a strong cohesive team.
. Completed approximately 50 claim file reviews and authority reviews
per week and provided appropriate feedback to claims representatives
to ensure proper development.
. Handled complaint calls / service recoveries to protect the integrity
of brand.
. Triaged all incoming customer interactions with exposures up to $25K
to ensure accurate & efficient file resolution by claims
representatives.
. Monitored staff performance and development related to quality of
customer service and timely resolution of customer claims.
Andrew D. Johnson Page 3
Insurance and Management Professional (continued)
Claims Representative Chattanooga, TN 1999 - 2002
Investigated, analyzed, and determined the extent of Progressive's
liability concerning loss or damages, and attempted to effect settlement
with claimants.
. Determined liability and exposure to accurately resolve claims based
on information gathered during interviews with claimants, medical
specialists, law enforcement, agents, or witnesses.
. Met and exceeded established internal timelines for resolution of
claims
. Recognized as an "Exceeds Employee" by executing on job objectives in
2001.
Miller & Martin PLLC Chattanooga, TN 1996 - 1999
A full-service law firm with specialized practice groups and almost 200
attorneys in three cities with a client base that ranges from individuals
to multi-national corporations.
Administrative Support
. Produced and managed multiple on-demand projects in a fast paced legal
environment
. Oversaw daily, weekly, monthly management of periodicals ensuring
timely update and distribution of new information.
EDUCATION
Bachelor of Arts Political Science Mississippi State University
Starkville, MS
SKILLS/TRAINING
. Microsoft(Excel/Word/PowerPoint)
. Lotus Notes Databases
. Claims Data Warehouse Database
. Individual Development Planning
. Competency Assessment
. Coaching and Feedback
. Performance Management
. Leadership Management
. Branch Management Training
. Situational Leadership
. Targeted Selection
. Presenting for Action
. Fraud Awareness
. Claims Outcome Advisor Training
Contact this candidate