Customer Service Project Manager

NICHOLAS PANSELINAS, JR.

* ******** **** (H) 508-***-****

Carver, MA 02330 (C) 508-***-****

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

SUMMARY

Customer focused professional with extensive insurance industry experience and demonstrated success in claims

management and adjusting with personal and commercial business lines. Experience includes: claims adjusting,

auditing and quality assurance with general liability, bodily injury and auto physical damage lines of business.

Respected throughout the organization as a responsive team member with outstanding problem solving,

organizational, follow through, communications, customer relations and interpersonal skills. Skilled in

Microsoft Word and proprietary software systems.

EXPERIENCE

Leading Property and Casualty Insurance carrier.

Quality Control Consultant, 2006-2008

• Responsible for conducting corporate and branch audits for general liability, bodily injury and auto physical

damage claims with personal and commercial business lines. Coordinated, communicated and interacted

extensively with branch management and their staffs to ensure internal corporate policies and procedures

were implemented and adhered to.

• Developed detailed audit outcome reports including: recommendations for change and presented findings to

senior management.

• Trained corporate and branch staffs in claims handling and claim tools.

• Provided calibration of the audit function with various branches and their staff.

• Member of the corporate project team responsible for converting branches to a new claims handling system.

• Reduced lost economic opportunity (LEO) through out the claims organization, by providing the claim staff

with a better understanding of proper claims handling standards set forth by One Beacon Insurance.

Quality Control Manager/Project Manager, Massachusetts Personal Lines, 2003-2006

• Responsible for overseeing overall quality control, policy workflows and issue resolution with all claims

related systems.

• Ensured compliance of Branch Self Audits and Lost Economic Opportunity through appropriately guiding

and directing claim development based on nature, severity and complexity of loss, and experience/capabilities

of claim handler.

• Developed, coordinated, administered and managed targeted training for claims staff based on audit findings.

• Member of the Mass Personal Lines senior management team, working closely with all the management staff

and the president of claims.

NICHOLAS PANSELINAS, JR.

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• Selected to participate on special projects in other areas outside of the field office that were related to the

overall company’s goals and needs.

• Collaborated with the Home Office Audit team to improve the corporate audit results for Mass Personal lines,

resulting in the Mass Personal lines improving and passing the corporate audit.

Quality Control Consultant, 2002-2003

• Recruited to participate in the startup of One Beacon Insurance Claims Audit team.

• Audited claim files based on the company’s claim handling guidelines and provided senior management with

findings and recommendations to improve the overall claims quality and reduce the financial losses from poor

claims handling.

Commercial Property and Casualty Company.

Unit Manager

• Responsible for managing the product quality and performance of claim professionals in the commercial

general liability and auto unit.

• Provided guidance and direction to direct reports that were required to investigate, evaluate and negotiate

settlements of general liability, bodily injury and auto physical damage claims in the states of New Jersey and

Vermont.

• Selected, led, mentored, and developed staff. Successfully complete projects and reports assigned by

Assistant Vice President of Claims.

• Focused the unit on delivering exceptional customer service to insured, agents, claimants and attorneys

Massachusetts based personal lines insurance carrier.

Senior Casualty Adjuster

• Investigated, evaluated, reserved, negotiated and settled assigned claims in accordance with the company’s

best practices.

• Provided quality claim handling and superior customer service on assigned claims, while engaging in

indemnity & expense management.

• Promptly managed claims by completing essential functions including contacts, investigation, damages

development, evaluation, reserving, litigation management, and disposition.

Prior to 1990:

Multi-Lines Claim Adjuster

Claims adjuster

NICHOLAS PANSELINAS, JR.

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EDUCATION

B R I D G E W A T E R S T A T E C O L L E G E, Bridgewater, MA., B.A. in Communications

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