Management Customer Service
Resume:
Michael Masnari
Email: abp2c1@r.postjobfree.com
Address: ***** ****** **.
City: Novi
State: MI
Zip: 48375
Country: USA
Phone: 248-***-****
Skill Level: Management
Salary Range: $95,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
MICHAEL MASNARI
abp2c1@r.postjobfree.com
444416 Midway Drive Home: 248-***-****
Novi, MI 48375 Cell: 248-***-****
www.linkedin/in/mmasnari
CAREER SUMMARY
Casualty Claim Risk Management Professional with extensive experience providing claim management services to several Fortune 500 companies. Demonstrated expertise with coverage and contract analysis, claim staff supervision, claim quality management, regulatory compliance and preparation of management reports. Proven success managing customer relations with legal, risk management and engineering groups. Responsible, dedicated leader focused on team building and creating an effective, quality based claim operation.
PROFESSIONAL EXPERIENCE
Berkley Specialty Underwriting Managers, Atlanta, GA 2009-Now
(BSUM)
A subsidiary of the W.R. Berkley Corporation, BSUM is an underwriting management company providing a complete portfolio of commercial casualty insurance products to a variety of markets including manufacturing, entertainment, sports and environmental industries.
Claim Supervisor
Responsible for managing claims, supervising a Team of experienced claims professionals, managing claim processes and improving claim quality. Managed Medicare reporting compliance for office.
* Improved reserve accuracy for open claims by consistently applying best practices to complex factual and legal issues.
* Assigned responsibility for managing Medicare reporting compliance for office after 1st year.
* Improved the overall accuracy of Team`s coverage analysis and resulting coverage correspondence.
ESIS, INC., Detroit, MI 1993-2009
ESIS is one of the ACE Group of Insurance Companies providing effective risk management products in the United States and around the world. Since 1993 ESIS has managed General Motors auto, general and product liability claims.
Claims Quality Manager 2007-2009
Responsible for developing, implementing, and managing claims audit process and tracking system to improve file quality. Identified performance trends and improvement opportunities
for supervisory staff. Managed process improvement projects and prepared training for a
staff of 20 claim administrators.
* Created a 50 state summary of wrongful death statutes including the applicable measure of damages and statues of limitations for each state for use by staff as a reference tool.
* Improved existing claim quality review process and resulting data analysis by:
o Increasing quality sample size three fold.
o Improving data quality by creating new file audit form.
o Re-designing results reporting format allowing better data analysis and adverse trend identification.
o Improving overall claim quality score and meeting client standards.
* Improved claim processes and procedures by creating best practices.
* Selected for special assignment as chair of committee to prepare presentation of Medicare Secondary Payer reporting requirements. Successfully completed presentation to GM Legal and ESIS claim staff.
Team Leader 1995-2007
Responsible for managing, directing and training Product Liability Team for General Motors account. Facilitated communication with GM Legal Staff, Customer Assistance Centers, Product Analysis Engineers and National Highway Traffic Safety Administration investigators.
* Reduced volume of new airbag related lawsuits by implementing efficient claim handling processes and providing timely responses during a time when the volume of new airbag related claims increased by 50%.
* Improved customer service by collaborating with Client Customer Assistance management to develop case handling procedures and transfer criteria.
* Devised protocol for identifying and responding to airbag system inquires more effectively and efficiently.
ESIS, INC. (Continued)
Claim Administrator 1993-1995
Responsible for investigating, evaluating and settling product liability claims for General Motors.
* Developed and implemented claim handling process for seatbelt and airbag claims by collaborating with Legal and Engineering Staff.
* Successfully presented claims to General Motors Legal Staff for settlement authority and resolved them within the authority extended.
* Represented General Motors at mediations and settlement conferences.
CIGNA P&C, Southfield, MI 1988-1993
CIGNA is one of the largest providers of employee benefits in the United States. In 1997 ACE Limited acquired CIGNA`s international and domestic property and casualty businesses for $3.45 billion.
Senior Field Claim Representative
Responsible for investigating, evaluating and settling liability claims including products, premises, contractual, construction, wrongful discharge and pharmaceutical malpractice.
* Provided strong expertise with analysis and resolution of liability coverage questions to ensure proper claims handling.
* Selected by client to handle pharmaceutical malpractice claims.
* Investigated and handed elevator and escalator malfunction claims proficiently.
* Improved communication between management and office staff through participation in process Improvement Teams.
Fireman`s Fund, Southfield, MI 1986-1988
Senior Claim Representative
Responsible for investigating, evaluating and settling claims involving premises, product, contractual and wrongful discharge allegations.
* Extensive experience with analysis of coverage questions presented by liability claims.
* Strong expertise with drafting coverage declination and reservation of rights letters
Home Insurance Company, Troy, MI 1985-1986
Allstate Insurance Company, Raleigh, NC 1984-1985
EDUCATION
BA, Psychology, University of Michigan, Ann Arbor, MI 1980
JD, Law, University of North Carolina, Chapel Hill, NC 1984
PROFESSIONAL TRAINING
* Managing for Excellence 2006
* ACE Excellence I,II,III 2003
* Leadership & Management 1997
* How to Lead a Team 1997
* Making Managers into Leaders 1997
* Essentials of Management
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