Customer Service Claims Manager

JOSHUA SHORT

****.****.*****@*****.*** 228-***-**** San Antonio, TX 78254

PROFESSIONAL SUMMARY

Astute insurance professional offering 7+ years in property assessment, liability determination, risk management and settlement negotiation. Meticulous, systematic and highly experienced with strong case management and relationship-building abilities. Carefully manage thousands of cases per month. Able to manage a team as effective as I manage myself which is why majority of my experience has been in management; producing results that chart into the top 10% of the company. SKILLS

• Liability and Property claims specialist

• Subrogation and auditing expert

• Policy investigations

• Personal, casualty and property loss

• Hail and wind damage specialist

• Valuation and Total Loss expert

• Texas Tort compliance

• Insurance Expert

• Data analysis

• Risk Management Expert

• Mitchell, CCC, Adjustrite, DCI, VVS,

Audatex, Guidewire

• CAT catastrophe management

• Adjuster license 20+ states including TX, FL

and PA

• Claims analysis and process improvement

WORK HISTORY

Jan 2022 - Current

Claims Manager

Office of Risk Management

City of San Antonio -

San Antonio, Texas

• Determine liability against Texas Tort compliance.

• Oversee and set reserves up to $125,000 on a case-by- case basis

• Manage team of liability adjusters towards efficient claim management and settlement.

• Manage all suits against the City of San Antonio

• Review and prepare legal documents prior to trial and mediation.

• Review video surveillance, statements, and police reports regularly to determine who's at fault

• Review current practices against state and federal compliance

• Manage claims settlement with financial voting

Jun 2021 – Dec 2021

Specialty Adjuster

Snapsheet - San Antonio,

Texas

members during monthly proceedings

• Handle commercial and non-commercial claims for

specialty vehicles including: Semi-Tractors, Semi- Trailers, Utility and Cargo Trailers, Farm Equipment, Food Trucks, Step Vans, Box Trucks, Busses, and

everything in between Light-Duty and Heavy Duty

vehicles.

• Write claims for 100+ insurance companies following each carriers’ specific guidelines.

• Maintain excellent customer service while delivering claims information both positive and less ideal

turnouts.

• Negotiate repair times, markup, part sourcing, and cycle times with shop estimators and or shop

management.

• Inspected vehicles involved in accidents and

generated reports showing estimated repair costs.

• Keep track of claims and continue to follow up until completion.

Mar 2015 - Mar 2021

Supervisor

GEICO - San Antonio, Texas

• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize

workflows.

• Interviewed, hired and trained new employees for production positions.

• Handled customer complaints, resolved issues and adjusted policies to meet changing needs.

• Oversee property damage settlement for a team of adjusters settling approximately 25 million in damages a year.

• Travel to catastrophe areas to help settle massive claim volumes.

• Lead change management and present critical

information for cost control, growth, and customer service. Identify root cause and execute coaching

plans.

• Audit several hundred claims a month for accuracy and compliance.

• Maintained partnership performance metrics and

corrective action as needed to restore optimum

performance.

EDUCATION

05/2015

MBA: Organizational Change

Hawaii Pacific University Honolulu, HI

• Professional development completed in Organizational Change

• Professional development completed in International Business 05/2015

Graduate Professional Certificate: Culturally Adaptive Leadership Hawaii Pacific University Honolulu, HI

05/2009

Bachelor of Science: Business Administration & Recording Industry Mississippi Valley State University Itta Bena, MS ACCOMPLISHMENTS

• Performed in the top 10 percent of supervisor groups.

• Maintained the highest level of customer service in the region. CERTIFICATIONS

• I-Car Platinum Certified

• CHIEF: Advanced Steering & Suspension Analysis

• CHIEF: Advanced Frame Analysis

• Insurance License Multiple States

TX, FL, PA, VT, MI, NC, DE, AR, LA, MS, NH, OK, RI, WA, ME, IN, MT, OR, UT, WY, NV, AZ

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