Customer Service Sales
Resume:
Port St. Lucie, FL *****
*******@*****.***
SUMMARY: Management experience with leadership and profit building skills demonstrated across a broad range of service and consumer businesses. Strong business experience and technical ability. Produced outstanding results by creating the organizations, strategies, objectives and efficiencies essential for consistent and profitable execution in today’s competitive market.
BUSINESS EXPERIENCE:
Nationwide Insurance Enterprise, West Palm Beach, Florida 6/1996 to 2/2012
Special Claims Associate 2008 to 2012
• Organized and taught an instructional seminar for Claims Associates in the central east coast district to increase Claims Associates knowledge of refinishing procedures with technical demonstration and product explanation. Results were a 10% decrease in refinish costs.
• Facilitated home office training course for Auto Physical Damage adjusters that specialize in major repairs and refinish.
• Developed a field-based ‘hands on’ program to increase the understanding of collision repair techniques for Claims Associates. Program reduced paint and material cost district wide 2.3%
District Claims Manager 2006 to 2008
Assumed direct responsibility for this 15 million dollar division located in the central east coast of Florida. Responsible for 6 staff adjusters and 14 independent appraisers over 4 counties. Trained and evaluated the career development of subordinates. Audit staff adjusters and independent appraisers to ensure accuracy. Resolution of complaints to ensure top level of customer service. Interpret the insurance contract to ensure that the claim is covered according to the terms of the policy. Investigate questionable claims and work with the in-house Special Investigative Unit to determine validity of claims.
• Identified needs and taught series of instructional seminars for Claims Associates in Florida addressing both the efficiency of claim handling and collision repair techniques. Results were an increase of 15% in efficiency across the Florida market.
• Statewide quality control award for the first two quarters of 2007.
• Reorganized rental reimbursement program to increase claims efficiency and minimize cost to the company while increasing the level of customer service. Results were 12.5% decrease in rental costs.
Quality Control Specialist 2005 to 2006
• Organized and directed catastrophe claims for hurricane Wilma in 2005 through 2006. Results were an increase in efficiency of claims handled, reducing supplements by 20%, saving 2 million dollars.
• Participated in the audit of closed file reviews. Results of file audits provided good coaching tool to assist associates in more accurate estimates reducing claim payments by 2.5%.
• Organized ride along with struggling associates to coach and supply technical support. Results were an increase in the understanding of company expectations, knowledge of proper repair techniques, and customer service skills evidenced by a reduction in complaint calls by 3.6% and further reduced claim payments by 3.1%
Claims Representative 1996 to 2005
• Responsible for writing estimates for policyholder and claimant vehicles to achieve the most effective repair.
• Negotiated settlements with body shops, policy holders, claimants, attorneys and third party representatives.
• Controlled vehicle rentals to achieve most cost effective use of rental dollars while providing exceptional claims service.
Sherwin Williams Automotive Refinishing Corporation
District Sales Account Manager 1993-1996
Responsible for sales in the central east coast district and supervision of five employees and two retail stores. Responsibility included wholesale and retail accounts, billing and accounting, as well as inventory and audits of retail stores. Evaluated and resolved product complaints.
• Introduction of products to new markets and existing wholesale and retail clients to increase customer base and profitability.
• Created program to properly evaluate wholesale customer needs to ensure correct product utilization to maximize the customers profit potential.
• Training and education of retail store employees on current and new products to increase product knowledge to ensure complete and informed customer service.
• Increased product sales by 174% in the central east coast district.
• Developed costs analysis for customers to aid in product decisions.
• Increased exclusive product agreements with wholesale customers by over 300%.
• Increased utilization of computerized product usage and inventory systems which resulted in an increase of 22.8% in profit for the customer thus directly increased product sales by 14.6% for Sherwin Williams.
• Award for Highest Increase in Sales for 1995.
Indian River Community College 1994-1995
Adjunct Instructor-Automotive Collision Repair and Refinish
• Responsible for development and instruction of course curriculum as well as evaluation of student performance.
Classic Car Coating Inc. 8/1981-12/1993
Established a startup corporation in Ft Pierce Florida that specialized in the restoration of antique and custom automobiles. Utilized expertise to broaden services into complete collision repair service using state of the art measuring system for accurate frame and unibody alignment and downdraft paint booth for exceptional paint finish. Expanded gross profits to over $750,000 per year within an eight year period.
Owner and Operations Manager
Responsible for eight employees, their recruitment, training and evaluation. Managed payroll and benefits as well as account receivables, payables, income and expense ledgers. Accountable for the payment of sales tax, weekly federal income tax, and social security tax deposits. Managed the purchase of supplies and maintained inventory to ensure availability for consistent production while minimizing waste.
• Researched, evaluated and purchased new equipment to increase production and profitability.
• Negotiated and purchased insurance for assets, product liability, and workers compensation.
• Negotiated and handled worker compensation claims of employees.
• Implemented safety policies that conformed to OSHA requirements and provided for safe worker environment.
• Implemented policies for handling and disposal of hazardous products.
• Managed rental property owned by the company.
• Designed a new facility that increased production, profitability and product quality by 50%.
• Negotiated land acquisition and construction contracts for the new 10,500 square foot facility after only 7 years of operation.
• Obtained numerous awards and recognition for quality through state and national competitions.
Education:
Accounting, Florida Atlantic University, Boca Raton, FL
B.S., Business Administration & Management, University of Central Florida, Orlando, FL
Training/Development: SDA Corporation - Sales Education Program, ICAR and ASE Certified, Fl. 620 adjuster’s license
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