Customer Service Claims Adjuster

Roy Mathews

**** ****** **. ******, ***** ***** n 214-***-**** n *********@*****.*** n www.linkedin.com/in/roy-mathews

Professional Experience

Experienced and Outcome-Driven Claims Adjuster, leveraging over 30 years of extensive experience in operations and logistics, adept at securing claim settlements in alignment with company protocols. Proficient in efficiently handling a substantial claim workload, utilizing superior negotiation skills to achieve settlements within policy boundaries. Demonstrates excellent organizational abilities, showcasing a history of self-motivation, resilience, and innovative problem-solving to surpass both individual and corporate objectives. Possesses outstanding interpersonal and team leadership skills, fostering effective and professional collaboration with individuals from varied backgrounds.

United Parcel Service Dallas, Texas

Business Manager, June 2013 to April 2023 (Retired)

A UPS Package Center Manager oversees the daily operations of a package center, ensuring efficient and timely package handling and delivery. Key responsibilities include:

Operational Management: Supervising the activities of drivers and package handlers to meet service commitments and enhance center performance.

Staff Supervision and Training: Managing and developing both full-time and part-time supervisors, providing training and guidance to maintain high standards of productivity and customer service.

Safety and Compliance: Implementing and enforcing safety protocols to reduce injuries and accidents, ensuring adherence to company policies and regulatory requirements.

Customer Service: Maintaining high standards of customer service by ensuring packages are handled accurately and delivered on time.

Budget and Cost Control: Monitoring budgets, optimizing processes, and ensuring operations stay within budgetary limits.

Reporting and Communication: Providing regular reports on center performance and maintaining effective communication with all levels of personnel throughout the organization.

These responsibilities are crucial for maintaining the efficiency and effectiveness of UPS package center operations.

Accomplishments:

Promoted 6 direct reports to management level positions.

Implemented safety and compliance processes to reduce injuries and accidents by 42%.

Implemented employee programs to recognize employees and promote wellness to boost morale and that took the operation to a new best.

Reduced staffing hours to improve employee production saved the corporation annually $1 million.

Best in Class Safety Award 2017 Recipient

United Parcel Service Dallas, Texas

Operation Supervisor, August 1987 to June 2013

A UPS Operations Supervisor plays a crucial role in ensuring the efficient and safe handling of packages within UPS facilities. Key responsibilities include:

Team Leadership: Supervising and training a team of package handlers and drivers, ensuring adherence to safety protocols and operational procedures.

Operational Oversight: Managing daily operations to meet productivity and quality targets, including monitoring package sorting, loading, and dispatching activities.

Safety Compliance: Implementing and enforcing safety standards to maintain a secure work environment, conducting regular safety meetings, and ensuring compliance with OSHA regulations.

Performance Monitoring: Tracking and analyzing performance metrics to identify areas for improvement, developing action plans to enhance efficiency and service quality.

Customer Service: Addressing customer inquiries and resolving issues related to package delivery and service performance, ensuring high levels of customer satisfaction.

Resource Management: Coordinating staffing schedules, managing equipment maintenance, and ensuring the availability of necessary resources to support operations.

Regulatory Adherence: Ensuring all operations comply with company policies and relevant local, state, and federal regulations.

These responsibilities require strong leadership, organizational skills, and a commitment to maintaining high standards of safety and efficiency within UPS operations.

Accomplishments:

Selected to spearhead the Model Hub Team Initiative to assess weaknesses in struggling operations to increase productivity.

Selected to become a trainer to the trainers to ensure consistent model operation throughout organization.

Developed a system to reduce audit forms that increased productivity by 78%.

DWS Award Recipient for exceeding revenue recovery goal by 106%.

INDEPENDENT ADJUSTER

United Casualty Insurance St. Louis, Missouri

Property Adjuster April 2023 – June 2023

Processed property claims, making decisions on payments and issuing checks or declining payments where applicable. Additionally, identified subrogation claims and took the necessary steps to initiate appropriate actions. Responsibilities extended to completing both residential and commercial claims with a meticulous and detail-oriented approach.

Safety First Insurance St. Louis, Missouri

Claims Specialist July 2011 – September 2011

Managed and meticulously reviewed property claims, prepared estimates, collaborated with contractors, and evaluated supplements. In addition, carefully assessed prior losses, made informed coverage decisions, and issued payments when deemed appropriate. Determined payments and issued checks, or declined payments as needed, were integral parts of my role. Thorough documentation of claim files and the submission of final reports for closure were essential to my responsibilities. Furthermore, identified subrogation claims and took prompt and suitable actions to address them.

Licensed Reat Estate Agent

I possess a real estate license and boast more than 23 years of experience in both residential and commercial real estate. Throughout my career, I have been honored with the Top Producing Agent award multiple times, with the latest recognition achieved in 2022. Currently, I am affiliated with Fathom Realty and have been contributing to the team for the past four years. I have also worked with The TLC Group, The Michaels Group, Anthny Long Realty and Keller Williams Realty.

Responsibilities centered around representing clients in buying, selling, or leasing properties. Acted as an intermediary between buyers and sellers, helping each party achieve their real estate goals.

Client Representation

• Buyers: Help clients find properties that fit their needs and budget, advise on neighborhoods, market trends, and property value, and guide them through the offer and negotiation process.

• Sellers: Assist in pricing the property, preparing it for listing, marketing it, and negotiating offers to ensure the best possible sale terms.

• Renters and Landlords: Assist in finding suitable rental properties or tenants and negotiate lease terms.

Property Listing and Marketing

• Use marketing strategies to promote listings, which may include online listings, open houses, and networking with other agents.

• Create effective property descriptions, take photographs, and arrange for virtual tours or staging to showcase the property.

Market Knowledge and Analysis

• Research and understand local market conditions, property values, and trends to advise clients accurately on pricing and timing.

• Conduct comparative market analyses (CMAs) to help sellers set realistic asking prices and buyers make competitive offers.

Guidance Through Transactions

• Help clients understand and navigate each step of the transaction, from contracts and legal requirements to financing options and inspection processes.

• Coordinate with other professionals like mortgage brokers, inspectors, appraisers, and title companies to ensure a smooth transaction.

Negotiation and Problem-Solving

• Negotiate the best terms on behalf of clients, handling offers, counteroffers, and concessions.

• Help resolve any issues that may arise, such as inspection concerns, appraisal discrepancies, or contract contingencies.

Legal and Ethical Compliance

• Adhere to federal, state, and local real estate laws, including fair housing regulations and ethical standards set by licensing boards and associations like the National Association of Realtors (NAR).

• Ensure all paperwork, disclosures, and agreements are accurate, complete, and legally binding.

Continued Education and Professional Development

• Stay up to date on changes in real estate laws, financing options, market trends, and technology to provide clients with the best service possible.

As a licensed real estate agent my goal is to advocate for my clients’ best interests and facilitate successful real estate transactions while maintaining transparency, professionalism, and ethical standards.

Skills:

Xactimate Proficient

Damage Assessment & Estimator PA & Contractor Negotiations

Subrogation Identification Team Supervision & Training

Class A CDL

Tanker Endorsed

Customer Service Expert Social Perceptiveness Forecasting, Scorecards & KPIs

Time Management Proficient with Microsoft Office

Proficient with NTREIS

Lean Methodologies Scrap & Rework Reduction

Safety & Regulatory Compliance

JIT Scheduling & Logistics

DIAD Systems

Education

AMBERTON UNIVERSITY BS in ENTREPNEURSHIP n IN PROGRESS

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