Customer Service Manager
Resume:
Kevin S. Wright
[pic]
**** ********* **. ******, ** 75243 .
abm6ge@r.postjobfree.com
SUMMARY
Over 10 years experience in liability claims management with
specializations of technical expertise and staff development. I have the
ability to manage difficult environments and customers while maintaining an
operational focus. I have successfully managed and developed a wide
variety of internal and external relationships.
ACHIEVEMENTS
Claims Management
> Managed commercial liability claims unit ranging from teams of 3 to a
unit as large as 5 managers and 25 case managers. Claims managed have
included litigated/non-litigated; medium to high complexity involving
commercial automobile, general liability, business owners and garage
keeper policies as well as claims involving large deductibles and self
insured retentions.
> Customers include all levels of business from small employers to
Fortune 500 companies. Businesses include construction, trucking,
retail, casual-quick service dining, hospitality, manufacturing and
onshore and offshore oil/gas drilling and production.
> Increased and managed liability staff from two managers and ten
adjusters to five managers and twenty-nine adjusters.
> Directed liability unit through an office reorganization, two company
mergers, and extensive jurisdictional and complexity expansion, while
increasing best practices audit results 7%.
> I have coordinated claims management of multi-jurisdictional and multi-
office liability and workers compensation claims through an internal
claims manager and broker.
> Ensured delivery of world class customer service and adherence to
customer specific protocols. National Market liability unit
consistently scored over 90% on compliance/best practice audits.
Training and Development
> Responsible for recruiting, hiring, developing, reviewing and coaching
a diverse staff, with employee retention consistently at or above 90%.
> Assumed training responsibility for systems and work flow integration
with training roll out for over 350 adjusters.
> Involvement in all aspects of best practices development, training and
audit.
> Responsible for individual and group training plans for technical
development
> Coordinator of jurisdictional training opportunities.
Relationship Management
> Responsible for overall service delivery to National Market customers
(premium over $20M) and their brokers, including loss prevention,
underwriting, billing, legal and managed care.
> Organized and presented monthly and quarterly metrics meeting to risk
management and senior management.
> Developed relationships vertically and horizontally through
policyholders, brokers and agents to strengthen communication.
> Developed script to better document contacts for agent relationship
management.
> Worked with marketing to develop and implement marketing strategies
and presentations for potential large premium (over $10 M) customers.
CAREER EXPERIENCE
America First Insurance-Liberty Mutual Group Agency Markets 2007-2009
> Assistant Manager Liability/Workers Compensation Claims
Liberty Mutual Group National Market 1996-2007
> Customer Service Manager-National Accounts
> Liability Claims Team Manager
> Senior Case Manager
> Case Manager
Rodney D Young Insurance 1994-1996
> Personal Lines Automobile Case Manager
SKILLS
Customer Service/Management Staff Development
Change Management Negotiation
Budget Management Litigation Management
EDUCATION:
University of North Texas, BA Political Science 1989
Associate in Claims, 1999
LICENSES:
Texas, Louisiana, Oklahoma, Florida
REFERENCES:
Available upon request.
Contact this candidate