Customer Service Manager

Ryan S. Patterson

*** ******* ****

Somerset, NJ 08873

513-***-****

******@*****.***

EDUCATION

Purdue University

Bachelor of Arts, Psychology

Graduated With Honors, 2003

ABOUT ME

I am a results-driven and experienced manager. I lead by example and I

enjoy facilitating a positive, successful environment. My exceptional

strengths include building rapport with employees, teaching and maintaining

efficiency and accuracy, and multi-tasking. I am looking to move back to

the Midwest.

PROFESSIONAL EXPERIENCE

02/05- Present Progressive Insurance Iselin, NJ

(04/07 to Present) Claims Supervisor

. Manage claims representatives with varied tenures

. Create employee autonomy through effective coaching and leadership

. Understand and apply pricing advantage techniques to ensure company

profitability

. Review claims daily for standard handling

. Calibrate file standards to Corporate Audit

. Active Branch Manager when Branch Manager is out of office

. Identify areas of opportunity and establish plans for improvement

. Utilize Performance Management process with extremely positive results

. Create and follow up on Discussion Planners

. Complete Quality Assurance reviews

. Triage claims to appropriate handlers

. Complaint resolution

. Manage bodily injury negotiations and settlements

. Review estimates for Commercial and Auto claims

. Helped move NJ from a "Does Not Meet" status to an "Exceeds" status

(02/05-04/07) Claims Representative Cincinnati, OH

. Accurately investigated coverage and liability and resolved complex

issues

. Maintained excellent customer rapport

. Completed Auto, Motorcycle, ATV and Fixed PD estimates

. Settled total losses

. Negotiated with body shops to obtain appropriate pricing

. Initiated and planned intra-company events and competitions

. Achieved acquisition rates to company body shops

. Mentor for new hires, responsible for on-boarding process

. Proactively developed customer service program which resulted in

higher branch scores

2003-2005 Moeller High School

Cincinnati, OH

Advanced Placement Psychology Teacher/Coach

. Created original lesson plans for high school Psychology students

. Interacted with socially diverse students

. Coach for track, cross-country, and shot put

ACCOMPLISHMENTS

. Consistently achieve exceptional performance evaluations

. NJ Corporate File Audit: obtained "Exceeds" rating

. Work Environment: "Exceeds" rating

. Won statewide "Think Like A Shareholder Contest"

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