Timothy Cunningham

*** *. ****** **. *****: ac8dgu@r.postjobfree.com

Normal, IL 61761 phone: 309-***-****

Workforce Management Professional

Extensive Employee Training and Customer Service Experience

Work Experience

State Farm Insurance, Bloomington, Illinois, Workforce Management Forecasting and Scheduling Analyst

(June 2016 – January 2019)

Served as training coordinator for a 7 state call center using Workforce Management Software, handling scheduling of daily work assignment based on incoming call volume; achieving above an 80% performance level along with completing over 2,000 claims weekly

Drives change throughout the organization including leading change management for implementation of new Enterprise Resource Planning system (SAP); assisted in implementation of WFM (Workforce Management) for internal and external employees.

Maintains strong communications and aligns needs between domestic internal customers and external resources in a multi-line claim operation.

Consults leaders on call center management and non-Union work force in matters related to: performance management, corrective action and adherence grievances

Served as Project Manager for realignment of call center hours, implemented new hours within the first 6 months of change, production increased by 60%, also FTE were downsized saving the company additional overhead

State Farm Insurance, Bloomington, Illinois, In Office & Catastrophe Property Claim Representative

(February 2012– June 2016)

Primary contact for property claims filed within the customers Homeowners Policy, assisted with first contact until the claim was completed and paid in full.

Participated in repair negotiations for customers in Illinois, Indiana, and Michigan completing evaluations of all invoices submitted for payment.

Consulted regularly with senior leadership, managerial staff and field supervision related to the repair process of Total Loss Homeowner Properties, completing Assisted Living Expenses, and Contents Reimbursement

Handled Department of Insurance complaints filed by the customer, worked with Attorney’s, Public Adjusters, and Arbitrators to settle dispute

Represented the company during Catastrophe Events, first responder to customers who suffered a total loss exceeding $250,000.00 to their Homeowners Property.

Served on Corporate Development Committees working with our vendors on Change Management as company regulations changed through the fiscal year

Professional Baseball Umpire Corporation, St. Petersburg, Florida, Minor League Umpire

(June 2019 – October 2011)

Umpired Professional Baseball games throughout the United States associated with Major League Baseball

Prepared game reports involving ejections and suspensions of players and coaches that were involved

Liaison to the League President and Director of Minor League Umpiring for any on and off the fields infractions committed by employees of Professional Baseball, resulting in disciplinary action leading to suspension, fines, or terminations

Prepared monthly financial reports for umpire crews documenting reimbursement for travel, lodging, meals, and apparel to complete work assignment.

Western Illinois University Transportation Department, Macomb, Illinois, Public Relations Internship

(January 2009 – June 2009)

Assisted Director of Transportation and Transportation Administrators

Prepared and reviewed employee grievances and disciplinary actions

Participated in university and city marketing of transportation system

Prepared information for Department of Transportation in order to comply with state law

Provided research for collective route and policy development

Education

Bachelor of Science Public Relations & Communication, May 2009

Western Illinois University, Macomb, Illinois

Associates of Arts Degree Multimedia Communications, May 2007

Illinois Central College, East Peoria, Illinois

References Available Upon Request

Contact this candidate