Customer Service Manager

Lawrence A. Michalak

**** ***** ***. ******, ** *8091

Cell/Home: 586-***-****

EMAIL: abm9b3@r.postjobfree.com

CAREER SUMMARY

Detail oriented Executive Adjuster with ten years experience in the insurance industry.

Licensed in Michigan, Kentucky, Delaware, Rhode Island and North Carolina. I have also

adjusted claims in Indiana and Connecticut. Responsibilities include: In depth knowledge

of investigation, negotiation and resolution of claims while providing services to policy

holders and customers. I have excellent medical knowledge to navigate a claim to a

successful conclusion. I have also organized projects and people to get things done with

focusing on getting results in the most efficient and profitable way possible.

PROFESSIONAL EXPERIENCE

Cambridge Integrated Services, Warren, MI 2008 -Present

Executive Adjuster

1 Hired with the intentions of taking on a role in supervisor within nine months.

2 Successfully took over a high dollar account adjusting claims in ten jurisdictions.

3 Worked closely with management team and supervisors to create updated procedures on

claims practices and procedures.

4 Successfully handled all aspects of a workers' compensation claim including: investigation,

reserving, client contact and settling claims.

LIBERTY MUTUAL INSURANCE GROUP, Farmington Hills, MI 1999 - 2008

Senior Case Manager

1Skilled in accomplishing effective communication with claimants, policyholders, customers and

witnesses to secure compensability determinations resulting in numerous accolades from key

internal and external customers.

2Proactively identified and assessed training needs for new team members, developed and

implemented training and guidance regarding technical and complex claims, which resulted in

exceeding of company goals.

3Successfully took over new jurisdictions and lowered claim counts by settling and stopping

liability, reducing overall reserves which resulted in lowering the cost per claim.

4Responsible for guiding and monitoring the decision making of a team of case managers to

ensure accurate loss evaluation, claims management, and settlement negotiations for a large

inventory of workers claims.

5Proven track record of skillfully and successfully handling a large caseload of highly complex

cases requiring an advanced understanding of claims to insure limited liability and reduced

costs.

6Worked closely with the team manager in assigning new claims to the appropriate team

member. Provided mentoring, technical direction, and caseload monitoring in order to

process claims more efficiently and effectively.

Robinsons May Corporate Offices, North Hollywood, CA 1998 - 1999

1 Entry level collection agent, one month low account balances.

2 Secondary collection agent, two month high account balances.

3 Manual thirty day collection agent, nine months.

Automatic Data Processing, Ann Arbor, MI 1994 - 1997

Customer Service Representative

1 Professional Customer Service, exceeding company and self imposed standards for

customers.

2 Providing employee training in various positions throughout the customer service department.

3 Training included ongoing evaluation of new employees performance and developing

performance improvement plans as necessary.

Teaching Experience 1991 - 1994

1 Clonlara Alternative School, Ann Arbor, MI

2 Utica High School, Utica, MI

3 Warren Fitzgerald High School, Warren, MI

EDUCATION

Bachelors of Science at Eastern, Michigan University, Ypsilanti MI 1992

Double Major in English Language/Literature and Communication/Theater Arts

with Secondary Teaching Credentials

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