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Customer Service Manager

Location:
Raleigh, NC
Salary:
90,000 to 110,000 depending on benefits
Posted:
March 26, 2020

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Resume:

THOMAS T. MCKINNEY

adcgbr@r.postjobfree.com

*** ******* *****, ******* ** 25832

304-***-****

OBJECTIVE

Executive Management / Business Analyst / Claims and Consulting Expert

I will be relocating to the Raleigh NC area in June 2020.

These positions include Personal and Commercial Lines claims and sales responsibilities. I have a diverse background in management and director level positions working with Sales, Claims, Underwriting and IT functions. I have contacts at the Director and Vice presidential level with over 50 insurance companies. I have strong technical knowledge in financial services, insurance, banking, budgeting and human resources functions. Public speaking, presentations and selling products and ideas come natural to me. I have directed all operations and logistics for a midsize independent adjusting firm (800+ employees), also included in my responsibilities are 8 major accounts which include all marketing (expansion of business) and account liaison activities, (addressing any issues). I was also the Associate Director of the largest region in Nationwide Insurance. I am and have been responsible for leading cross functional teams working with Sales and Product to put in place staffing and action plans to increase market share and profitability, while staying within the existing budget. I have prepared annual budgets and forecasts for each business unit I have managed. I have a proven track record of increasing overall operational performance in customer service and quality while spearheading operational improvements to drive productivity and reduce costs. I excel in demanding dynamic environments while maintaining focus on existing goals.

EXPERIENCE

October 2018 to Present

CS-Consulting Associates, Beckley, WV

Operations Director / Consultant

Southeast Insurance Associates, Beckley, WV

Vice President

Responsible for Market Development and Sales for CS-Consulting Associates

Oversight, training and management of Internal Staff, Human Resources, and hiring for CS-Consulting Associates

Property Large Loss and General Claims Adjusting in the Commercial, Residential Property and Liability fields with Southeast Insurance Associates.

Vice President / Field Services Manager / Sales Manager with Southeast Insurance Associates.

Oversight of all Xactimate / Symbility set up and training

September 2016 to October 2018 Franklin Insurance Adjusters Beckley, WV

National Director Of Claims

Oversight of the Property and Casualty Division of the organization

Oversight of the Property, Liability, General Liability managers and Workers Comp investigations.

Oversight of all CAT Operations and logistics.

Oversight of all Xactimate set up and contract negotiations

Marketing and Sales to all Non Member companies

May 2011 to September 2016 ACI Insurance Services Beckley, WV

Vice President

Oversight for all Claims Operations and logistics nationally, (800+ Independent Adjusters)

Direct oversight of all Claims Management teams, Quality review, Direct liaison with all carrier partners. Partner with Human Resources and Operations to insure proper integration with Claims.

Marketing activities to member and non-member companies nationally, I have opened additional markets to current accounts and added additional accounts to the company as well, by networking and direct marketing activities. Accounts include

major and regional companies.

Serve as a claims oversight, audit and reinspection liaison for Property, Liability, General Liability for Liberty Mutual, Montgomery, Nationwide, Lititz, and Harleysville.

Direct contact for CAT related Xactimate issues; I work with current and new accounts to set up Xactimate and Xactanalysis portals

August 2009 to May 2011 ACI Insurance Services Beckley, WV

Director of Catastrophe Operations and Integration

Oversight for all Catastrophe Operations and logistics nationally, (150+ Independent Adjusters)

Marketing activities to member and non-member companies nationally, I have opened additional markets to current accounts and added additional accounts to the company as well, by networking and direct marketing activities. Accounts include major and regional companies.

Serve as a claims oversight, audit and reinspection liaison for Liberty Mutual, Montgomery, Nationwide, Lititz, and Harleysville.

Direct contact for CAT related Xactimate issues; I work with current and new accounts to set up Xactimate and Xactanalysis portals.

April 2008 – August 2009 Travelers Insurance Charlotte, NC

Property Manager – Central / Northeast North Carolina

Management responsibility for more than one –third of the state of North Carolina for all property claims under $50,000.

Developed and Agency / Claims Partnership which improved Customer Service scores by over 35%

Increased Audit Scores by 23% by actively coaching the Claims Representatives in Coverage, Estimating and Face to Face customer service.

Developed and piloted the “Claims Cross Selling” process by working with the claims representatives to offer and suggest other products and services that they may need, resulting in a 18% increase in cross sales directly from Claim Representative referrals.

2006 – April 2008 Nationwide Insurance Columbus, OH

Associate Property Claims Director -- Ohio West Virginia Region

2008 Audit scoring a 1.7 out of a possible 2.0. The highest audit score in the history of the company.

Improved Operational Quality and Performance by 23% in first year.

Customer Service Rankings improved by 7.9% to 9.46 out of a possible 10 (Ranked #1 in the Company)

Operational Revenue increased by 8.9 million due to improved productivity and quality review processes implemented.

Reduced budget with increased productivity and structure re-organization by over $900,000.

Largest Span of control in the organization of 12 managers and 106 employees.

2004 – 2006 Nationwide Insurance Charlotte, NC

Quality Reinspection Director – Large Loss

Implemented and staffed a reinspeciton process throughout the continental U.S. with oversight of 2 managers and 24 reinspectors.

Identified and recovered over $24 Million in savings in a two year period.

Created and implemented a one week training module presented to each Large Loss group in 14 regions.

Charged with Identifying and correcting areas of opportunity within the corporate Large Loss CAT team.

2000 - 2004 Nationwide Insurance Beckley, WV

Large Loss Property Claims Manager

Responsible for oversight of 8 large loss representatives, Property, and General Liability in WV and one third of Ohio (Claims over $50,000)

Improved Customer Service results by 20% by introducing 2 hour contact imitative in the operation.

Improved file quality by 28% to a 96% audit performance rating (Best in the operation and first among all Large Loss Groups corporately)

1997 – 2000 Nationwide Insurance Beckley WV

Property Technical Consultant - Market Manager – West Virginia - Kentucky - Tennessee

Responsible for directly working with the Agency Managers and Portfolio Managers to promote Agency growth and profitability in the two state regions.

Increased sales by 39% over a two year period.

Promoted and monitored customer service initiatives in the agency group by implementing a cross selling process for P & C and Life and Financial Services.

1996 – 1997 Nationwide Insurance Beckley, WV

Material Damage Audit Team – West Virginia – Kentucky – Tennessee

Involved in the initial creation and rollout of the Material Damage Auto ACE process.

Responsible for the training of Claims Managers in and the completion of Market performance audits. The results were used to formulate an action plans to increase claims performance and profitability.

1991 – 1996 Nationwide Insurance Beckley, WV

Multi Line Field Claims Representative

Responsible for a 5 county area working Material Damage (Auto), Property (Homeowners), Commercial, and Casualty (Bodily Injury) Claims.

Large Loss Personal Lines and Commercial claims Property, Auto and General Liability handler for two years

Received West Virginia Silver Eagle Award for “Outstanding Claims Representative” four years in a row.

EDUCATION

1989 - 1991 Concord College Athens, WV

B.A., Business Administration (Concentration in Accounting and Finance)

1988 – 1989 West Virginia University Morgantown, WV

Pre-physical therapy program with a medical concentration in Biology and Chemistry

INTERESTS

Currently enrolled in CPCU

District Chapter of International Association of Arson Investigators

Golf

Weight training

Reading

Businessmen’s Society

E-MAIL: adcgbr@r.postjobfree.com

408 EAST PRINCE STREET BECKLEY WV 25801

304-***-****

E-MAIL: adcgbr@r.postjobfree.com

203 DOGWOOD COURT, DANIELS WV 25832

304-***-****



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