Customer Service Manager

Gerald F. Murphy

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

Joliet, Illinois 60435

815-***-**** home

815-***-**** mobile

E-mail - *********@***.***

Management professional with a successful career of field supervision and

operations management within the Property and Casualty insurance industry.

Demonstrated skill in implementing and managing direct repair, desk review

and appraisal programs serving both commercial and residential markets.

Leadership experience managing 32 subordinates across a 12 state area

involving Workman's Comp, Bodily Injury, Liability and Property Claims.

Work Experience

Field Unit Leader -Indiana Insurance Company-Indianapolis, IN

2000 to 2009

Manage the auto property program for commercial claims consisting of heavy

equipment, off road equipment, school buses and mechanical breakdown

failures across Illinois, Michigan, Wisconsin, Minnesota, North Dakota,

South Dakota, Nebraska and Iowa.

. Spearheaded a Direct Repair program of 130 repair facilities averaging

approx 100 files a month. Reduce the average DRP estimate by $450.

. Select and manage the Independent Appraisal program consisting of 43

Independent Appraisal firms completing 3,486 appraisals in 2008. I

reduced the average appraisal by $1,177 from 2007. I reviewed over

3,000 estimates during the year with a direct savings of $289,755.

. Designated as the "go to person" for resolution of all commercial auto

property damage questions/problems. CSI rate is at 97 to 98 percent.

Reinspector - Travelers Group - Naperville, IL.

1998 to 2000

Manage the quality of the automobile appraisers for the Travelers staff

appraisers, Direct Repair Stores, inside desk reviews and Independent

Appraisal firms for Illinois, Indiana, Kentucky, Missouri and Michigan.

Unit Manager Travelers/Aetna - Lisle, IL.

1993 to 1998

Manage 15 automobile claim representatives and co-supervise a team of four

administrative personnel. Also supervised a team of 13 fast track inside

claim handlers. Managed operations including appraisal dispatch, auto

salvage, glass and tow claims.

. Built and led Automobile Claim team: Interviewed, hired and trained

new representatives.

. Establish in-office automobile appraisal estimate desk review and

total loss desk work flow and standards.

. Implement Direct Repair Automobile Program.

Unit Claims Manager - Aetna Life and Casualty-Downers Grove, IL

1990 to 1993

Managed two Automobile Damage Units consisting of 2 supervisors, 16 auto

appraisers and a Property Damage Unit with 1 supervisor and 5 property

adjusters. Also continued with the duties of the Regional Reinspector

including the training of the auto appraisers to handle marine losses.

Ocean Marine trainer. I trained staff how to appraise marine damage.

MILITARY

Illinois National Guard - Infantry-Motor Pool

Recover Specialist / Wheel Vehicle Mechanic / POL Specialist

Education

. BA in Business Administration, Aurora University, Aurora, Illinois

. Machine Tool Engineering, Joliet Junior College, Joliet, Illinois

. Associate in Claims (AIC), Insurance Institute of America

. General Insurance Designation, Insurance Institute of America

. I-CAR Platinum designation

. Past I-CAR instructor

. Building Damage Restoration, International Estimators Academy,

Gettysburg, PA

. Auto Damage Estimating, Vale Technical School, Blairsville, PA

. Heavy Equipment Truck School Vale Tech

. 50 or more classes/seminars over the years on subjects on insurance,

fraud investigation, fire, auto collision repair, marine losses,

theft, customer service, time management, computers, personnel

problems, Illinois Flood Insurance, business management etc.'

. Owner of Illini Racing Series (www.illiniracingseries.com)

. Wheeled Vehicle Mechanic Army National Guard.

. 5 years Semi-truck and trailer and heavy equipment mechanic at J Merle

Jones and Sons in Joliet, IL.

. Proficient in ADP and CCC estimating systems, Microsoft word and excel

and MapPoint.

Contact this candidate