Customer Service Management
Resume:
Richard Teal Griffin
**** ****** **** **. ***** Hall, Md. 21128
**********@*******.***
FORMAL EDUCATION
Johns Hopkins University
Master of Science - Organizational Development
Towson University
Bachelor of Science - Arts & Sciences
WORK HISTORY
Alcatel-Lucent
Employee Relations Specialist
Provided administrative and HR support for more than 800 union employees in
the Eastern Region Installation Organization. Responsibilities included
staffing, recruiting, employment qualification, compensation, personnel
records, safety coordinator, workers comp/illness coordinator, Verizon
customer team quality performance coordinator, 1998 Bargaining Team for
CWA contract, management staff presentations. Received award for
administering the regional installation component for QWEST Communications
cross country fiber optic network.
Engineering Records Supervisor
Responsible for supervising Engineering Records reproduction and
distribution unit consisting of 15 CWA union represented employees in three
locations. Responsibilities included labor relations, resolving union
contract grievances, CWA contract interpretation and implementation,
equitable distribution of workload, third party vendors, staffing,
training, performance management, managing customer prescribed on time
delivery and error metrics, ISO 9001 and TL 9000 quality standards, FMLA,
ADA, EEO, return to work certification and management performance reports.
Quote Administrator
Supported various customer teams such as Verizon, Sprint, Cingular in the
generation of quote packages. Responsibilities included establishing the
initial quote, monitoring and tracking engineering and installation
pricing, and submission of completed quote packages to the customer within
established timeframes. Assisted order processing by resolving
discrepancies between quotes and customer purchase orders utilizing various
computer applications such as SAP and Microsoft Office.
USF+G / St. Paul
Claim Supervisor
Supervised the branch Property Claim Unit and two field offices.
Responsibilities included staffing, compensation and salary administration,
training, workload distribution and performance management. Prepared
annual budget for the unit and consistently managed expenses within budget.
Controlled third party vendor assignments and expense. Co-wrote and co-
developed goals and objectives for positions within the claim department.
Assured compliance with statutory/regulatory requirements and quality
assurance standards. Assigned and directed attorneys on claims in
litigation and utilized alternative dispute resolution (ADR). Investigated
and responded to complaints filed with the Maryland Insurance Commission.
Piloted and trained the Colossus Bodily Injury Program, an artificial
intelligence consultation system for controlling, managing, evaluating and
negotiating settlements.
Co-developed and piloted the Preferred Contractor Program, a company wide
loss/cost initiative to control loss payments, reduce expenses and enhance
customer service. This involved negotiating contracts with contractors and
monitoring their work for compliance and price. First year expense savings
estimated at $150,000. Nominated for TRIP award.
Senior Claim Representative
Field claim representative responsible for determining liability, coverage,
subrogation potential, timely resolution and settlement of commercial
and personal property, automobile, general liability, and workers
compensation claims in Maryland, Virginia and Wash DC. Duties included
utilizing structured settlements, monitoring defense counsel for claims in
litigation, determining coverage through analysis and interpretation of
insurance contracts, assigning and monitoring medical management, reviewing
lease agreements, compliance with the Unfair Claims Practices Act, the DC
and Md. Workers Compensation Acts and the Maryland Vehicle Code. .
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