Customer Service Claims Manager
Resume:
Kelly Dampier
Springfield MO 65899
************@*****.***
An optimistic, empathetic, inspiring Insurance Claims Manager offering 27+ years of experience within the insurance industry, 18+ years in leadership role. Highly effective collaborator and communicator who will foster and support open communication for problem solving, improved workflow processes, building and maintaining strategic partnerships, and achieving and exceeding both organizational and departmental goals. Ability to analyze complex coverage situations and apply the policy appropriately. Displays exemplary multi-tasking, time-management, and detail oriented organizational skills. Proven successful planning, preparing, and presentation of training programs. Accomplished in training and development of several team members to advanced career placement including management.
Core Competencies
Claim management
Customer service focus
Negotiation skills
Liability adjusting
Training and development
Organization
Strategic planning & analysis
Collaborator
Financial planning and management
Policy interpretation
System/software knowledge
Skillful researcher
Accomplished leader
Experience
APRIL 2007 – PRESENT
Claims Manager / American National, Springfield MO
2009: Leader of Quarter recipient
2017-2018: Led the Division with 95.1 % customer service surveys as well as overall objective results
Championed the leadership of 5 direct reports to advance their careers to management
Developed the Division employee engagement program
Developed employee performance recognition program
Manage claims quality and make sure all guidelines are met through file audits. Demonstrate attention to detail by monitoring files for reserving, compliance, and documentation. Expert in compliance for multiple states
Utilize management tools, resources, and business routines to monitor work performance for ongoing evaluation of current processes to enhance efficiency.
Lead and inspire a strong team of direct reporting bodily injury specialists
Analyze complex coverage and liability and injury claims
Review, evaluate, and monitor time limit demands
Coach and counsel team to support performance improvement, individual accountability, professionalism, collaboration, and creative business solutions
Organize and coordinate employee meetings, activities, or programs to support open communication, motivate staff and foster an inclusive environment
Hiring, training, development, performance management, and salary administration
Work cross-functionally with other departments to address customer or business issues and resolve complaints or any problem in a timely manner
Serve as an example to team members for collaboration and consistent customer focus
DECEMBER 1994 – APRIL 2007
Claims Adjuster—Claims Specialist / American National, Springfield MO
Mentor and trainer for new team members in all aspects of liability claims
Responsible for investigating all levels of auto liability claims, from complex coverage issues to serious injury claims, including fatalities.
Impeccable customer service—100% customer service surveys (100% Club) for the bulk of time adjusting
Manager back-up and resource
Investigated, evaluated, and settled claims. Applied technical knowledge and human relations skills to effect fair and prompt resolution of claims and contribute to a reduced loss ratio
Entered reserves, claims payments, on computer system, inputting concise yet sufficient file documentation
Presented cases and participated in their discussion at claims committee
Verified and analyzed data used in settling claims to ensure valid. Confirming settlements are made according to company/state guidelines and procedures.
Education/Certificates
MAY 1990
Bachelor of Science in Psychology / Missouri State University, Springfield MO
SEPTEMBER 2008
Management Certificate-Management Development Institute/ Missouri State University
56 HR professional course of study through to College of Business Administration
Professional Certificates
The institutes, Malvern, PA-- Associate in Claims, May 2000
American Educational Institute, Inc, Basking Ridge NJ—Senior Claims Law Associate, March 2004
Ascend Certification—Advanced & Senior Manager Degree, December 2017
Activities
United Way Allocations committee
Provide meals to unsheltered friends (homeless) every Thursday night at 425 Downtown
Volunteer at Harmony House
Back to school backpack bash for underprivileged youth
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