Customer Service Manager

MANAGEMENT PROFILE

A dedicated, results-oriented Management Professional with extensive

experience in human resource management, procedure development, training,

motivation, coaching, employee development, effective customer interaction,

conflict resolution, client relations, and problem resolution. Poised to

leverage expertise toward a challenging position utilizing exceptional

judgment and command of the latest methodologies to add value to any

organization. Demonstrated ability to deliver unparalleled client service,

improve processes, analyze complex case issues and negotiate accordingly,

while simultaneously attaining major company performance goals. Outstanding

communicator and negotiator, adept at working with clients and staff to

secure favorable outcomes that exceed expectations.

Operations Management . Performance Management . Training Management .

Customer Service . Quality Assurance . Process Optimization . Team

Leadership . Settlement Management & Negotiation . Client / Vendor

Relations . Management Consulting . Claims Management . Claims Adjustment .

Regulatory Compliance Restaurant Management

PROFESSIONAL EXPERIENCE

SERVICE MD, Garden Grove, CA

Management Customer Service Consultant

Over 40 years of customer service experience, I work directly with

management and staff to design a custom program that addresses the

businesses' unique customer service opportunities. Classroom training and

on-the-job. Research, training, implementation and follow-up. Creation of

training materials and follow-up tools including written and CD formats.

AVR AIRPORT VAN RENTAL, Los Angeles, CA ? 1/5/2015 - 2/13/2015

Claims Manager

Designed and created in-house claims unit to replace the use of a Third

Party Claims Administration Company.

Accomplishments:

. Brought claims in-house

. Designed and implemented the claims unit

. Created work flow processes and standardized forms emphasizing

efficiency

. Reduced down-time from accident to repair and return to rental fleet

AUTOMOBILE CLUB OF SOUTHERN CALIFORNIA, Costa Mesa, CA ? 09/1999 - 05/2013

Claims Team Manager (12/2005 - 05/2013)

Managed group of 10 in-house automobile material damage adjusters,

including hiring, training, auditing, compliance, and employee motivation.

Served as technical resource, defined performance targets, employees

development, authorized payments and reserve changes, performance

appraisals, resolved coverage issues, and responding to Department of

Insurance complaints. Assisted in settlement negotiations, correspondence

reviews, sub demand reviews, member relations, exposure analysis, schedule

adherence, fault resolution, policy interpretation and customer service.

Participated in committees and projects in support of organization's goals

and objectives.

Accomplishments:

. Improved customer service levels by creating and implementing training

resource, subsequently adopted company-wide. Played key role in

increasing customer satisfaction results.

. Enhanced efficiency and saved labor hours representing approximately

$120,000 per year by creating and maintaining easily accessible, Excel-

based list of repair shops in Immediate Repair Program.

. Motivated team to improve productivity in accordance with company

performance targets.

. Developed track record of negotiating claims generating company

savings of approximately $240,000 per year.

Claims Supervisor / Leadership Development Program (12/2003 - 12/2005)

Supervised group of 10 in-house automobile total loss adjusters and six

clerical staff, with responsibility for training, performance management,

auditing, and ensuring compliance with state regulations. Assisted in

settlement negotiations, correspondence review, member relations, exposure

analysis, schedule adherence, and policy interpretation. Motivated

employees to attain specified goals, in addition to participating in

committees and projects.

Accomplishments:

. Improved morale and productivity by reorganizing clerical staff and

duties.

. Delivered training in audit process that resulted in completed audits

within expectations.

Claims Service Representative / Claims Adjuster (09/1999 - 12/2003)

Fulfilled role of Homeowner Claims Contents Adjuster, with responsibility

for policy interpretation, exposure analysis; fraud detection, member

relations, coverage identification and loss valuation. Defended claims

handling in small claims court, trained new contents adjusters, assisted

manager in compiling data and reports, and audited CRI and CRII files.

Provided training to other claims adjusters.

PREVIOUS PROFESSIONAL EXPERIENCE

Baker's Square Restaurant - Acting General Manager

KFC - General Manager

McDonald's - General Manager / Training Manager

EDUCATION

UNIVERSITY OF PHOENIX:

Master of Arts, Organizational Management - 2002

Bachelor of Science, Business Management - 1999

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