Customer Service General Manager

KERRY CRAIG

**** ****** ******* ***** **********@*******.***

Conyers, Georgia 30094 678-***-****

AUTO FIELD APPRAISER/ESTIMATOR

CAREER PROFILE:

ASE Certified, ICAR Platinum/Pro-Level III Certified Professional with over 25 years in the Insurance and Auto Repair Industry. Focused, highly organized with proven strengths in management, customer service, timely service, cost retention, high volume production, and conflict resolution. PROFESSIONAL EXPERIENCE:

CORZAVS Collision & Glass, Lithonia, Georgia June 2023-Present/July 2013-September 2016 Estimator

General Manager/Estimator

Responsible for the efficiency and profitability of shop operations. Oversaw daily operations of business, including workflow through body and paint departments, while controlling costs, building a loyal clientele, maintaining good employee relations, setting, and obtaining objectives, and good, effective record keeping.

• Monitored and implemented procedures to increase customer satisfaction and workflow efficiencies. Set daily and monthly production goals in addition to facilitating daily/monthly meetings. Resolved complaints and disputes.

• Established and maintained insurance programs and accounts.

• Managed all supplements and re-inspections while monitoring repairs and claims throughout entire process.

• Inspected and analyzed collision damaged vehicles to create a repair plan and apply pricing while building relationships with vehicle owners, repairers, and insurance personnel to negotiate costs and sell work. Travelers Insurance Company, Atlanta, Georgia November 2021-May 2023/March 2007-July 2013 Auto Field Appraiser

Consistently ranked as one of the highest performer appraisers with proven strengths in customer service accuracy, timely completion, and high-volume production. Member of early response and catastrophe teams. Licensed Mediator including but not limited to subrogation disputes.

• Responsible for appraisal of damaged vehicles and real property.

• Handled Total Loss and Diminish Value Claims.

• Experienced in handling appraisals of Motorcycles and Heavy Equipment. USAA Insurance Company, San Antonio, Texas September 2016-November 2021 Field Physical Damage Specialist

Responsible for effectively managing and providing oversight to a select group of Direct Repair Facilities or STARS Network.

• Handle issues and resolve complaints regarding the direct repair facilities and customers.

• Perform reinspections of appraisals, total losses and completed repairs performed by the direct repair facilities. Auto Appraiser

Responsible for effectively handling and preparing accurate partial and total loss evaluations of motor vehicles. Consistently ranked as one of the highest performing appraisers with proven strengths in customer service, accuracy, timely completion, and high-volume production. Member of early response and catastrophe teams.

• Examine vehicles to determine extent of structural, body, mechanical, electrical, or interior damage.

• Determine and negotiate repair cost estimates, labor cost and recommendations.

• Resolution of claims related issues while working directly with customers and body shop personnel.

• Experienced in appraisal of Motorcycle, Heavy Equipment to include Tractors, Trailers, Buses, RVs, and Dump Trucks.

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KERRY CRAIG 3001 Meadow Springs Court, Conyers, Georgia 30094 GEICO Insurance Company, Atlanta, Georgia October 1998-January 2001/August 2002-March 2007 Field Claims Adjuster II

Ranked as one of the highest performing adjusters with proven strengths in customer service accuracy, timely completion, and high-volume production.

• Appraisal of damaged vehicles and real property. Documentation of claim activities, keying of checks into systems.

• Negotiating, Settling and Paying Total and Partial losses and values, bodily injury, and damaged to residential properties. Handled customer automobile rentals.

• Resolution of claims related issues while working directly with customers and body shop personnel.

• Attended Court Hearings.

Auto Repair Express Adjuster.

• Managed programs of selected auto repair facilities.

• Monitored and ensured quality of repairs, maintained customer updates throughout repair process, acted as a customer liaison. Handled all rentals.

• Ensured cycle time in accordance with program guidelines, issued payments, and handled total losses. Customer Service Representative

Functioned as CSR to grasp inside operations, which ultimately increased client retention and sales production.

• Administered benefits to members and providers from incoming ACD calls in managed care environment.

• Responsible for managing claims related issues while providing 100% resolution and follow-up. Atlanta Casualty/Windsor Group, Atlanta, Georgia January 2001- August 2002 Field Appraiser

• Appraised damaged vehicles and real property.

• Handled supplemental claims.

• Determined Total and Partial Loss values.

EDUCATION:

Jackson State University, Jackson, Mississippi

Major: Computer Science

Minor: Psychology

Metro Listing Service, Tucker, Georgia

Real Estate Licensing and Training

PROFESSIONAL SKILLS:

ICAR Training Certified, ASE Certified, Interpersonal Skills Trainer, Motorcycle, Heavy Equipment Estimating Trained, Mechanical Breakdown Trained, High Performance Leadership Trained, Licensed Adjuster in the State of Texas, Licensed Mediator for the State of Georgia

ACCOMPLISHMENTS:

Customer Service Award of Excellence

Heroic Customer Service Award

100% Partial Loss Home Office Field Audit

100% Time in Processing Award

Best Alternate Parts Usage Award

5 Year Safe Driver Award

Outstanding Customer Service Hailstorm May 1999

Numerous Individual Customer Letters of Thanks

Auto Repair Express Facility Award of Excellence

REFERENCES:

Furnished Upon Request

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