George Kalargyros

**** *********** ****., *********, ** 21704 ( ablcah@r.postjobfree.com

Home: 240-***-**** ( Office: 301-***-**** ( Cell: 240-***-****

Career Focus Areas: Consulting Engagements / Insurance Industry Positions

Over 17 Years of Experience in the Insurance Industry, including Current

Regional Claims Manager Position; Background in Providing Consultative

Support to Top Executives within Employer and Client/Partner Companies;

Track Record of Continuous Improvement Across Multiple Areas; Hold BS

Degree, Fundamentals of Project Management and Claims Law Certification.

Insurance industry experience includes managing a property damage repair

program over 14 years, overseeing multiple areas of the claims process

concurrently, and piloting various initiatives for Progressive Insurance.

Excellent coach and motivator for diverse teams, hiring and developing

several team members into management roles. Maintained exemplary turnover

rates of 10% within industry with average high turnover of 25+%.

Demonstrated ability to advance through increasingly responsible positions

and make a positive impact in every position. Core knowledge and skill

areas:

Staff Training & Program Development & Customer Satisfaction and

Performance Evaluation Integration Retention

Damage Assessment/Repair Cross-Department Special Investigation

Processes Communications Processes

Public Speaking & Executive-Level Policy & Procedure

Presentations Consultations Development

Risk Management & Business Process Vendor Negotiations /

Improvement Optimization Relations

Professional Experience

PROGRESSIVE INSURANCE

Claims Manager, June 2009-Present

Transitioned into role to support company's downsizing/restructuring

initiative. Duties are to supervise, train, and lead team of 17 Casualty

Claims Representatives and Team Leaders. Manage quality assurance and

claims policy activities, serving as a key technical resource for multiple

individuals within the organization. Hire, train and coach employees;

conduct performance reviews and provide salary recommendations. Hold draft

authority of up to $50,000. Selected Accomplishments:

. Project Manager for Corporate Customer Service Initiatives. Project

goal is to improve the customer experience in Progressive's Concierge

Claims Center's nationwide, as well as within the Casualty Claims

organization.

. Managed additional team located in Ohio, that included a staff of 12

Claims Adjusters and 2 Claims Supervisors.

. Improved customer service scores and claims file quality in Rockville

claims branch.

. Used as a resource on the east coast to help audit claims

organizations including Casualty and SIU organizations.

PROGRESSIVE INSURANCE - Multiple locations in VA and MD

Regional Claims Manager 2002-2009

Promoted to manage staff of 120 claims team members (including 6 Claims

Managers) across 4 locations, with full responsibility for Concierge Claims

Center and Fire/Theft Unit. Oversee claims inventory with $8.5 million in

reserves. Establish and implement company's overall strategy. Hire, train,

mentor, and evaluate performance of personnel. Hold authority to approve

payments of up to $50,000 and resolve high-level coverage investigations.

Provide Claims Manager

George Kalargyros - Page 2

Home: 240-***-**** ( Office: 301-***-**** ( Cell: 240-***-**** (

ablcah@r.postjobfree.com

(Continued)

Training at the corporate level; create training programs for staff at

various levels. Recently accepted transition to Claims Manager to support

company's downsizing/restructuring initiative. Selected Accomplishments:

. Drove turnaround for under-performing Concierge Claims Center, with an

30%-to-50+% increase in customer service NPS scores within 3 months

(achieving up to 90% rating at peak).

. Improved internal process audits from "does not meet" to "meets" range

within 4 months, subsequently leading team to "exceeds" range on audit

scores each quarter (as well as a perfect estimatic quality score in

2008).

. Played key role in reducing turnover rate within the Maryland/D.C.

area from 30+% to all-time low of 10% and achieving employee

satisfaction ratings well above corporate levels on internal

Organization Effectiveness surveys. Led turnover in Rockville location

from 80% to 17%, holding at that level for 3 consecutive years.

. Led team in improving internal quality scores from .40 to .90 CQI

through completing quarterly business reviews on each branch and

instituting mandatory quarterly performance review process for each

location, as well as a quality assurance program for each business

area.

. Directed organizations that led the state in terms of customer

service, including an "exceeds" range of 62% for casualty unit and 65%

range for both Concierge Claims Center and Property Damage network.

. Implemented new claims employee pilot program subsequently rolled out

to 4 different locations and nationwide, respectively. Led CQI scores

for new claims adjusters with less than 6 months' experience from .55

to .85, exceeding company's expectations.

. Negotiated new salvage contract with online vendor, leading to

improvement in salvage returns from net of 9% to over 15% within the

1st 3 months. Additionally negotiated fixed fee schedule, resulting in

reduction from $550 to as low as $350 per total loss vehicle.

Branch Claims Manager, 1998-2002

Promoted to supervise, train, and lead team of 30 Claims Representatives

and Team Leaders. Managed quality assurance and claims policy activities,

serving as a key technical resource for multiple individuals within the

organization. Hired, trained, and coached employees; conducted performance

reviews and provided salary recommendations. Managed Fire/Theft Unit and

Network Repair Program; held draft authority of up to $30,000. Selected

Accomplishments:

. Assumed leadership for 1st branch in 1998, directing team of 7 in

reducing claims within inventory from over 500 to under 200 (within

the 1st 3 months of tenure) through coaching, reviews, and action

plans.

. Negotiated deal with salvage vendor that led to a $20,000+ savings for

the office; secured agreement with another vendor to purchase old

salvage, resulting in further savings of $5,000.

. Earned recognition for leading the 1st location to implement Total Pro

property damage repair program in the Maryland/D.C./Virginia area,

leading to significant improvements in quality, service, and

efficiency.

Claims Team Leader, 1996-1998

Promoted to develop claims representatives, conduct quality assurance

reviews, and ensure proper triage of claims, with claims draft authority of

up to $15,000. Addressed and resolved customer complaints. Selected

Accomplishments:

. Evaluated regional rental program that contributed to successful

program rollout across the Northern Virginia Business Unit, with an

annual cost savings of $1 million.

. Led team of 13 inside claims adjusters to achieve the highest audit

score in the Virginia audit in 1997; participated in region-wide

training program as an instructor, including Accident Scene Safety

training.

George Kalargyros - Page 3

Home: 240-***-**** ( Office: 301-***-**** ( Cell: 240-***-**** (

ablcah@r.postjobfree.com

(Continued)

Claims Adjuster, 1994-1996

Trained in investigation and resolution of auto insurance claims. Conducted

coverage and liability investigations; evaluated and negotiated bodily

injury settlements. Selected Accomplishments:

. Ranked consistently as a Top Performer with respect to new claims

taken and number of closures; exceeded expectations on performance

reviews and received promotion within 9 months.

. Created code to send to field adjusters with work information, with

the manager subsequently integrating the code for pagers that became

the main means for dispatching.

** Additional position as Consultant with GSK Insurance Consulting (current

clients include Gerson Leherman and the Coleman Research Group). Perform

research for clients who invest money in the stock market, providing

information around products which insurance companies use as well as firms

in related industries (e.g. salvage, software, vehicle repair).

Professional Development

Bachelor of Science Degree: University of Maryland, College Park, MD

Certifications / Licenses: Fundamentals of Project Management, Project

Management Institute, May 2010

Claims Law Certification, American Educational Institute, 1996

Professional Training: Progressive Insurance Courses: Casualty 1 & 2-

Insurance Fraud- Essential Facilitation- Property Damage 1 & 2- Team Leader

Training 1 & 2- Writing For Action- Motorcycle Estimating- Branch Manager

Training- Senior Manager/Leadership- State Legal- Presenting For Action-

Project Management

Technology Skills: Mitchells Estimating Software, CCC Pathways, NICB,

Webtracker, MS Office, MS Project, Apple Applications

Contact this candidate