Customer Service Manager

Joseph A. Brown

*** ********* ******, # *** ? Atlanta, GA 30309 ? Phone: 404-***-**** ? e-

mail: **********@*****.***

Seeking a position in the...

Insurance Industry

Claims Manager / Claims Supervisor / Claims Adjuster

Over twenty years experience in the insurance industry working as a Claims

Adjuster, Unit Manager, Trainer and Training Manager. Extensive experience

handling many types of claims, including Litigation.

AREAS OF EXPERTISE

. Complex Coverage Investigation

. Liability and Damage Assessment

. Settlement Negotiation

. Excellent Communication Skills

. Excellent Time Management Skills

. Excellent Diary Management Skills

. Ability to Handle/Supervise High Pending

. Coaching/Mentoring

. Claims Training and Development

KEY CAREER ACCOMPLISHMENTS

LEADERSHIP

. Managed Claims Training and Claims Customer Service program for

company with 500 employees

. Managed both Injury and Non-Injury Adjusters

. Managed Fast Track Liability Claims Unit

. Responsible for Coaching/Mentoring all Team Members to provide

excellent results

. Managed all aspects of performance and salary review for units

. Managed Continuing Education Program for Claims Department

. Worked directly with Senior staff to improve company processes and

procedures

. Facilitated Process Improvement Focus Groups

TRAINING

. Created and presented New Hire/On-Boarding program resulting in

smoother transition of new employees

. Responsible for Training of new to the industry Claims Representative

and Customer Service Representatives

. Created and presented continuing education classes for existing

employees

. Designed training materials (user manuals, quick reference guides,

testing materials)

. Worked as IT Department Liaison and presented all System Releases to

existing employees

. Trained and Supervised Subject Matter Experts

. Managed results using company Learning Management System

. Worked closely with IT Managers and Business Analysts to coordinate

system release training

CAREER HISTORY

Sales Representative Alcatraz Media (Atlanta, GA)

2013-

Training Manager Access General Insurance

(Atlanta, GA) 2009-2012

Casualty Unit Manager Access General Insurance

(Atlanta, GA) 2008-2009

Senior Training Specialist AIG Personal Lines Claims

(Alpharetta, GA) 2003-2008

Casualty Unit Manager AIG Personal Lines Claims

(Alpharetta, GA) 2001-2003

Senior Claims Adjuster AIG Personal Lines Claims

(Alpharetta, GA) 2000-2001

Master Claims Adjuster Nationwide Insurance Company

1992-2000

EDUCATION

Clover Hill High School

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