Customer Service Manager

HEIDI A. TAYMAN

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

H: 301-***-****

Bowie, MD 20715

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

PROPERTY UNIT MANAGER ? CLAIMS INVESTIGATIONS

QUALITY ASSURANCE & TRAINING MANAGER

Highly skilled and solutions-driven Customer Service Manager with 10+

years' experience in personal property insurance and real estate. Proven

ability to manage remote teams, resolve customer issues in high-volume

environments, and oversee multiple restoration projects simultaneously

ensuring alignment with company policies. Expertise negotiating complex

customer complaints, investigating claims and disputes, performing field

inspections, and generating estimates to determine loss coverage.

Demonstrated knowledge of Maryland insurance regulations and initiative to

exceed customer expectations by delivering timely and comprehensive

service. Top-performer, outstanding problem-solving and analysis skills,

and valued contributor to management teams.

Customer Service ? Workflow Planning ? Scheduling ? Estimates ? Performance

Management

Claims ? Restoration ? Quality Assurance ? Process Improvement ? Data

Analysis ? Appraisals

Loss Investigations ? Special Projects ? Training & Development ?

Teambuilding & Leadership

PROFESSIONAL EXPERIENCE

TRAVELERS INSURANCE COMPANY, Hunt Valley, MD

2000 - Present

Outside Property Claims Representative (2001 - 2006 & 2010 - Present)

Voluntarily moved to Outside Property Claims position to contribute to

improvement and restructuring of service center. Conduct field inspections,

investigate and evaluate claims, determine policy coverage and costs, and

develop restorative estimates and action plans. Serve as liaison between

customer and restorative contractors coordinating claims resolution process

and providing prompt and high-quality customer service.

o Successfully resolved numerous mishandled claim issues and backlog

problems significantly improving key performance indicators (KPI's).

o Consistently rank top outside claims handler.

o Developed and implemented Claims Handling Template to maintain better

claims control.

o Selected to mentor and train new hires.

o Promoted to Property Unit Manager in 2006.

Property Unit Manager (2006 - 2010)

Oversaw team of remote outside property claims handlers processing 200+

residential claims per month. Responded to escalated customer complaints,

negotiated resolution plans, and collaborated with Consumer Affairs,

Maryland Insurance Commission, and upper management to resolve contested

policy decisions. Remained current with regulations and case law concerning

property insurance ensuring compliance with all policies. Interviewed,

hired, and trained new employees, monitored performance against KPI's, and

mentored staff to achieve goals and objectives.

o Recognized for continuously producing outstanding customer service and

quality results.

o Created departmental database which tracked candidates through

recruitment and hiring process.

o Initiated Contact & Resolution Pilot to assist department in meeting

cycle-time metrics when understaffed and faced with high claims volumes

allowing claim handlers additional time to prepare estimates and

maintain high-levels of customer service.

o Developed server-based reference library of processes and procedures for

use by in-house and field employees resulting in improved accuracy and

faster claims processing.

Heidi A. Tayman

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(Travelers Insurance Company, continued)

o Improved employee morale by developing and implementing computer-based

teambuilding activities and creating departmental reward and recognition

events.

o Successfully mentored employees to achieve career goals by identifying

training and promotional opportunities.

ACKER ASSOCIATES, Bowie, MD

1993-1999

Residential Real Estate Appraiser

Inspected residential real estate and developed appraisal documents

compliant with Uniform Standards of Professional Appraisal Practice and

state and local regulations. Performed business development initiatives

including cold calling lenders, site visits, and creation and distribution

of advertising materials.

ADDITIONAL EXPERIENCE

CHESAPEAKE APPRAISAL & SETTLEMENT SERVICES, Baltimore, MD

1999 - 2000

Lead Appraisal Coordinator

ACKER ASSOCIATES, Bowie, MD

1991 - 1993

Office Manager

PRINCE GEORGE'S COUNTY POLICE DEPARTMENT, Clinton, MD

1982 - 1987

Police Officer

EDUCATION & CREDENTIALS

AA Degree, PRINCE GEORGE'S COMMUNITY COLLEGE, Largo, MD

Graduate, PRINCE GEORGE'S COUNTY POLICE ACADEMY

Real Estate Appraisal Licenses in Maryland and Washington, DC

Fall 2010 - re-enrollment to complete Bachelor of Science Degree

UNIVERSITY OF MARYLAND, UNIVERSITY COLLEGE, College Park, MD

Proficient in Xactimate Estimating Software and MS Word, Excel, PowerPoint,

& Outlook

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