Customer Service Manager

DAVID G. MOORE

*** ****** *****, *******, ** ****9

814-***-**** • ********@****.***

QUALIFICATIONS PROFILE

Skilled Claims Adjuster with 8 years of successful experience in the Insurance industry.

Extensive experience in Auto Estimating and Coverage and Liability investigation procedures.

Experience handling multi-line coverages including property damage, bodily injury, and commercial

auto.

Well-developed leadership talent, coupled with ability to mentor and coach to build cohesive, top-

performing teams and reach individual and corporate goals.

Strong client communication and interfacing skills, leveraged to ensure satisfactory customer

experience.

Technically proficient in CCC Pathways, Mitchells Ultramate, ADP, Xactimate 27 with Sketch, Audatex

Valuation, Claimstation, ISO Insurance Database, Fast Data, Lotus Notes, Lotus 123, Microsoft Office and

Profit Manager.

PROFESSIONAL EXPERIENCE

US Adjusting service, IRVING, TEXAS

Auto Claims Manager / National Trainer, 2/2008 Present

Oversee all aspects of auto catastrophe and daily claims. Provide supervision as well as file review for the

Auto Operations Team and adjusters. Determine complex coverage and liability. Review every total loss for

accuracy and refer to salvage as necessary. Dispatch incoming claims to ensure proper triage to a wide range of

adjusters. Provide insurance claim and appraisal expertise to many nationally recognized insurance providers and

appraisal companies. Manage large volume of vehicle estimates and insurance claims during catastrophe

situations. Estimate vehicle damage using systems such as Mitchells, CCC Pathways and ADP. Negotiate repair

decisions with body shops. Manage claims experience from estimate to delivery of vehicle. Recruit adjusters to

staff a roster of auto field adjusters. Teach certification class for Auto Adjusting and CCC Pathways. Prepare

students to successfully pass the Texas Department of Insurance Exam. Administer the Texas All-Lines adjuster

exam.

• Awarded Instructor of the Year 2008

• Promoted to National Traning Manager and Auto Claims Manager 2011

Independent Insurance Adjuster, PENNSYLVANIA AND TEXAS

CLAIMS ADJUSTER, 4/2007 – 11/2009

HANDLED AND PROCESSED AUTOMOBILE DAMAGE CLAIMS FOR CSP CLAIM SERVICE, SCA APPRAISAL AND THE DOAN GROUP.

PROCESSED CLAIMS FOR FOUR MAJOR INSURANCE COMPANIES. DETERMINED LIABILITY ISSUES THROUGH THOROUGH INSPECTION AND

INTERVIEWING TECHNIQUES. MANAGED LARGE VOLUME OF CLAIM ESTIMATES. NEGOTIATED VEHICLE ESTIMATES WITH REPAIR

FACILITIES. MANAGED CUSTOMER CLAIMS EXPERIENCE FROM ESTIMATE TO DELIVERY OF VEHICLE.

Progressive Insurance, ERIE, PENNSYLVANIA

Continued…

DAVID G. MOORE

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Claims Adjuster / Total Loss, 2/2005 3/2007

As licensed Adjuster, provided insurance claim and damage appraisal expertise to range of clients for major

national insurance provider with multiple lines of service, including auto and property. Managed large volume of

concurrent claims each month; determined and finalized coverage and liability levels and amounts. Managed full

claim process from start to close, including investigating liability, coverage, and incident scenes. Negotiated repair

rates with vendors. Leveraged industry leading tools and procedures for estimatics. Oversaw document control and

processes, including titles and Power of Attorney releases. Handled bodily injury claims by successfully

negotiating a proper settlement.

• Recognized for superior achievements, accuracy, and quality through high scoring annual evaluations.

• Promoted to Total Loss Adjuster after one year of service

ENTERPRISE RENT-A-CAR, Erie, Pennsylvania

Branch Corporate Account Manager, 9/2003 2/2005

Recruited to increase corporate and retail rentals in an effort to grow branch revenues. Performed proper

underwriting of rental contracts. Communicated with insurance companies to ensure setup of direct billing and

rental extensions. Handled and diffused escalated customer service issues. Interfaced with established corporate

accounts, body shops, and service shops to ensure service satisfaction. Cold-called prospective corporate customers

to inform them of the advantages of choosing Enterprise as a preferred rental company. Ensured accurate

maintenance of rental accounts and resolved past-due accounts. Filed reports with corporate office.

• Played an integral role in raising customer service satisfaction responses in survey from an

unsatisfactory to a satisfactory rating.

• Increased employee knowledge and productivity by training employees in processes, fleet management,

insurance policies/procedures, and cash-management / credit-card procedures.

• Successfully passed all management training modules and tests with exemplary service.

COMFORT INN, Erie, Pennsylvania

General Manager, 7/2001 9/2003

Held bottom-line responsibility for P&L, daily operations, inventory control, customer service delivery, and product

quality. Interacted daily with clients, ensuring exemplary customer service. Hired, trained, mentored, scheduled,

and supervised 40 employees. Facilitated daily meetings with department heads to ensure proper management of all

operations. Oversaw daily cash deposits, petty cash, and proper reporting / collection of accounts receivable /

payable. Maintained and reported labor hours to corporate office. Tracked occupancy trends and adjusted rates

accordingly.

• Demonstrated effective leadership and management style by maintaining availability to staff members.

• Instrumental in building unity and lines of communication across departments.

• Maximized revenue by monitoring and ensuring constant occupancy and establishing and negotiating

proper rates.

Awarded and retained Choice Gold Award in Hospitality, the highest honor by Choice Hotels

•

International; received promotion to General Manager from Front Desk Agent.

EDUCATION AND CREDENTIALS

Bachelor of Science Degree in Business Administration (BSBA), 2001

WESTMINSTER COLLEGE – New Wilmington, PA

CPCU (Currently Enrolled)

Licensure & Training

Pennsylvania Auto Damage Appraisal License (2005)

Texas All-Lines Adjusters License (2008)

Oklahoma Adjusters License (2011)

Society of Insurance Trainers and Educators – ITP Designation (2010)

Property Damage Certification (2005)

Casualty Representative 1 Certification (2005)

Motorcycle Estimatics Certification (2007)

RV Estimatics Certification (2008)

Residential Property Estimatics Certification (2008)

Xactware Level 2 Certification (2011)

DAVID G. MOORE

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