Customer Service Management

MICHAEL MASNARI

abm8ah@r.postjobfree.com

****** Midway Drive Home: 248-***-****

Novi, MI 48375 Cell: 248-***-****

www.linkedin/in/mmasnari

CAREER SUMMARY

Casualty Claim Risk Management Professional with extensive experience

providing claim management services to several Fortune 500 companies.

Demonstrated expertise with coverage and contract analysis, claim staff

supervision, claim quality management, regulatory compliance and

preparation of management reports. Proven success managing customer

relations with legal, risk management and engineering groups. Responsible,

dedicated leader focused on team building and creating an effective,

quality based claim operation.

PROFESSIONAL EXPERIENCE

ESIS, Inc., Detroit, MI 1993-2009

ESIS is one of the ACE Group of Insurance Companies providing effective

risk management products in the United States and around the world. Since

1993 ESIS has managed General Motors auto, general and product liability

claims.

Claims Quality Manager 2007-2009

Responsible for developing, implementing, and managing claims audit

process and tracking system to improve file quality. Identified

performance trends and improvement opportunities for supervisory staff.

Managed process improvement projects and prepared training for a staff of

20 claim administrators.

. Created a 50 state summary of wrongful death statutes including the

applicable measure of damages and statues of limitations for each

state for use by staff as a reference tool.

. Improved existing claim quality review process and resulting data

analysis by:

o Increasing quality sample size three fold.

o Improving data quality by creating new file audit form.

o Re-designing results reporting format allowing better data

analysis and adverse trend identification.

o Improving overall claim quality score and meeting client

standards.

. Improved claim processes and procedures by creating best practices.

. Selected for special assignment as chair of committee to prepare

presentation of Medicare Secondary Payer reporting requirements.

Successfully completed presentation to GM Legal and ESIS claim staff.

Team Leader 1995-2007

Responsible for managing, directing and training Product Liability Team

for General Motors account. Facilitated communication with GM Legal

Staff, Customer Assistance Centers, Product Analysis Engineers and

National Highway Traffic Safety Administration investigators.

. Reduced volume of new airbag related lawsuits by implementing

efficient claim handling processes and providing timely responses

during a time when the volume of new airbag related claims increased

by 50%.

. Improved customer service by collaborating with Client Customer

Assistance management to develop case handling procedures and transfer

criteria.

. Devised protocol for identifying and responding to airbag system

inquires more effectively and efficiently.

ESIS, Inc. (Continued)

Claim Administrator 1993-1995

Responsible for investigating, evaluating and settling product liability

claims for General Motors.

Developed and implemented claim handling process for seatbelt and

airbag claims by collaborating with Legal and Engineering Staff.

. Successfully presented claims to General Motors Legal Staff for

settlement authority and resolved them within the authority extended.

. Represented General Motors at mediations and settlement conferences.

CIGNA P&C, Southfield, MI 1988-1993

CIGNA is one of the largest providers of employee benefits in the United

States. In 1997 ACE Limited acquired CIGNA's international and domestic

property and casualty businesses for $3.45 billion.

Senior Field Claim Representative

Responsible for investigating, evaluating and settling liability claims

including products, premises, contractual, construction, wrongful

discharge and pharmaceutical malpractice.

. Provided strong expertise with analysis and resolution of liability

coverage questions to ensure proper claims handling.

. Selected by client to handle pharmaceutical malpractice claims.

. Investigated and handed elevator and escalator malfunction claims

proficiently.

. Improved communication between management and office staff through

participation in process Improvement Teams.

Fireman's Fund, Southfield, MI 1986-1988

Senior Claim Representative

Responsible for investigating, evaluating and settling claims involving

premises, product, contractual and wrongful discharge allegations.

. Extensive experience with analysis of coverage questions presented

by liability claims.

. Strong expertise with drafting coverage declination and reservation

of rights letters

Home Insurance Company, Troy, MI 1985-1986

Allstate Insurance Company, Raleigh, NC 1984-1985

EDUCATION

BA, Psychology, University of Michigan, Ann Arbor, MI 1980

JD, Law, University of North Carolina, Chapel Hill, NC 1984

PROFESSIONAL TRAINING

. Managing for Excellence 2006

. ACE Excellence I,II,III 2003

. Leadership & Management 1997

. How to Lead a Team 1997

. Making Managers into Leaders 1997

. Essentials of Management 1996

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