Project Manager Customer Service

MARVETT MITCHELL

****************@*****.*** 310-***-**** Fairfield, CA 94534

Summary

Talented, highly skilled claims professional with accomplished leadership in training, mentoring, coaching and developing high performing, diverse, multi location teams.. Recognized for exceptional abilities in business operations to collaborate, influence, build consensus with senior leadership, cross functional teams, external partners and key stakeholders. Demonstrated skills in developing strategic and measurable outcomes for customer satisfaction, streamlining process and procedures, cost analysis and change management.

Skills

●Emotional Intelligence

●Project Management

●Budgeting and Forecasting

●Results Oriented

●Performance Management

●Leadership Courage

●Coaching

●Data Analysis

●Claims Evaluation Methodology

●Claims Litigation Management

●Customer Expectations Management

●Insurance Policy Review and Interpretation

●Regulatory Compliance Review

Experience

Self Employed Fairfield, CA

Project Manager

06/2020 - Current

●Drove continuous improvement of the project delivery process by providing strong leadership.

●Worked with multiple stakeholders to develop and initiate projects, managing costs and monitoring performance within scope and schedule.

●Built and established strong partnerships with teams, vendors and contractors.

●Review operational guidelines, make presentations for the implementation and tracking of process improvement.

Laborers Funds Administrative Office Fairfield, CA

Assistant Project Manager

11/2020 - 12/2020

●Met with stakeholders to discuss project goals and needs.

●Created project status presentations for delivery to customers or project personnel.

State Farm Mutual Automobile Insurance Company Vallejo, CA

Team Manager

09/2008 - 12/2018

●Responsible for selection, training and salary administration of Automobile Claims Representatives and Claim Processors.

●Administered monthly and annual performance reviews to direct reports.

●Facilitated daily meetings to communicate team performance results and goals.

●Drove performance of staff by creating incentives, a positive work atmosphere, and administering recognition and rewards programs.

●Served as compliance and technical resource for any applicable governmental policies, contracts, not limited to insurance, claim settlement handling, including automobile repairs, medical and anatomical terminology for handling of injury settlements, litigation, and structural property damage.

●Monitored incoming calls for feedback opportunities to 15-25 associates for the improvement in customer retention.

●Resolved customer service issues, increasing customer confidence, and decreasing escalations to the executive office.

●Identified performance and behavior with the use of data analysis to achieve maximum productivity.

●Developed and implemented new overtime workflow parameters for teams leading to more efficiency, increased overtime productivity resulting in 50% reduction in overtime hours and costs.

●Led leadership discussions during annual budgetary and performance consensus.

●Experience leading remote teams.

●Participated in formal and informal mentor relationships.

Education and Training

University of California - Davis Davis, CA

Certification in Project Management

06/2020

University of California - Los Angeles Los Angeles, CA

Bachelor of Arts in History

Additional Information

●Links: https://www.linkedin.com/in/marvettmitchell

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