Operations Manager Customer Service

Paul Trubiano

248-***-**** • ****.********@*****.***

http -//www.linkedin.com/in/paul-trubiano

Claim Service Operations Leader focused on people, processes and systems, to ensure that customer service expectations are met, loss and expense control measures are followed, and regulatory requirements are adhered to. Extensive knowledge in overseeing call center teams servicing personal and commercial lines insurance claims, warranty administration, vehicle service contract, automotive salvage, and subrogation collections operations nationwide.

OPERATIONS EXPERIENCE

Property Operations Manager

Ten21 Property Holdings, LLC 1/2024 – Present

Property management, general contracting and remodeling

Residential maintenance, repair and improvement

Operations Manager Ally Dealership Insurance Claim Center

Ally Insurance Holdings Inc. 9/2019 - 12/2023

Oversaw Ally Dealership Insurance Operations Claims Center Team of forty members adjudicating dealership auto physical damage claims including comprehensive, collision, fire, theft, false pretense and catastrophic weather event claims.

Oversee claim handling teams, salvage and subrogation recovery teams, salvage auctions, title vendors, subrogation vendors, and various operational support functions including FNOL, phone and e-mail queues responsible for the adjudication of dealership auto physical damage claims,

Directed Ally’s ClearGuard warranty administration team adjudicating ~10,000 arbitration claims annually on vehicles sold through the Ally Smart Auction remarketing platform.

Ensured accurate financial reporting, loss reserving, loss trend analysis, and compliance with regulatory requirements. Implemented operational policies and processes for loss reserving, adjudication, and claim settlement. Research technological and process enhancements, systems changes, and outsourcing opportunities.

Analyzed operational results and implemented PowerBI dashboards, business process changes and best practices to improve internal reserving and overall customer service, reduce transaction cycle time, and enhance claim adjudication, salvage recovery, subrogation collections and fraud investigation processes.

oDecreased overall auto physical damage claim handling cycle times by 20% and increased customer satisfaction scores by 18%.

oDecreased non-weather salvage remarketing cycle times by 30% and increased salvage recovery percentage of actual cash value by 10 points.

oIncreased frequency of files referred for subrogation by 50% and increased gross subrogation recoveries by 30%.

Developed departmental budget and capacity planning models. Developed and coached staff, implemented career pathing plans and employee development initiatives. Oversaw interviewing, hiring, onboarding, performance management, and ensured staff completion of required training, licensing, and CE requirements.

Liability and Litigated Claim Operations Manager

Ally Insurance Holdings Inc. 11/2014 – 9/2019

Directed team in the resolution and disposition of litigated matters, represented and non-represented workers compensation, auto bodily injury claims, and extra-contractual matters for all of Ally Insurance business entities. Manage service of process and response to subpoena and records requests.

Oversaw TPA and MGA claim handling. Managed MCCA recoveries, and payables and receivables for quota share ceded and assumed reinsurance programs under a variety of P&C and workers compensation insurance programs.

Quality Assurance, Quality Control, and Regulatory Testing Manager

Ally Insurance Holdings Inc. 8/2011 – 11/2014

Directed a team performing quality assurance reviews of claim handling activities at the various call center locations responsible for contract processing, policy administration and claims handling of various vehicle service contract, GAP insurance, and auto physical damage products.

Directed a team performing quality control reviews validating internal departmental processes are in compliance with policies, procedures and external regulations.

Asset Recovery and Collections Manager

Ally Insurance Holdings Inc. 6/2009 – 8/2011

Led risk remediation project team addressing $20.0M in current and future receivables resulting from the economic downturn and General Motors and Chrysler Corporation bankruptcies of 2009. Brought $18.0M to final resolution.

Automobile Physical Damage and Mechanical Breakdown Insurance Manager

Motors Insurance Corporation. 5/2004 – 6/2009

Led remote field appraisers, contract employees, independent vendors and direct repair providers (DRP) performing mechanical and physical damage estimation and appraisal services across personal lines, commercial lines, and vehicle service contract lines of business. Proficient with mechanical and collision damage estimating software applications including AllData, CCC and Mitchell.

Led catastrophe response teams adjudicating large weather event claims for multi vehicle losses involving dealership inventories, and transportation claims for General Motors vehicles in transit at various manufacturing facilities, railheads and storage facilities. Oversaw claims in excess of 8,000 vehicles.

Manage claim and policy administration of multiple captive and non-captive P&C Insurance products including inland marine, dealership inventory, personal lines auto and homeowners, commercial auto, general liability, and workers compensation.

Manage claim and policy administration, underwriting, and regulatory compliance of various F&I products including mechanical vehicle service contracts, GAP, tire & wheel.

EDUCATION

Master of Business Administration in Leadership Kettering University – Flint, MI

Master of Science in Operations Management Kettering University – Flint, MI

Bachelor of Business Administration Northwood University – Midland, MI

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