Manager Management
Resume:
DANIEL J. SINCLAIR
Tampa, Florida 33647
**********@***.***
EMPLOYMENT BACKGROUND
AMERISURE INSURANCE COMPANY St. Petersburg, FL (2007-Present)
Administrative Services Manager - Responsible for the support of Commercial Service Center.
This includes management of up to 17 direct reports including 1 supervisor. Directly supervised claims processing, systems, mail and supply, electronic records, and facilities planning for the Core Service Center. Also responsible for the center’s Business Continuity Plan.
• Member of four person project team that implemented an electronic records system (Imageright) for the claim department in all 10 Amerisure offices.
• Produced increased efficiencies to reduce staff by 50%.
• Established written workflows and service goals that are monitored for continuous improvement and for “Best Practices”.
• Served as local coordinator between the contractor and various Amerisure departments during the construction build-out of new space in current location.
• Coordinated the move of 125 people, systems and equipment from 2nd to 3rd floors in three coordinated moves.
THE ST. PAUL TRAVELERS INSURANCE Tampa, FL (2001-2007)
Unit Claims Manager- Center for Claims Services- Responsible for the processing of the phone and fax first notices of loss for commercial and personal accounts in a call center environment. Responsible for the management of 15 Customer Service Representatives. Manages systems and administrative processes for the greatest efficiencies.
• Management team increased production and efficiency by 30% at the same time reducing staff.
• Successfully implemented a personal lines Triage team
• Proficient on Avaya Centervue phone systems.
• Established written workflows that are monitored for continuous improvement and for “Best Practices”.
AMERICAN UNITED LIFE & HEALTH INSURANCE CO. Indianapolis, IN (1999-2001) Manager, Regional Service Unit -Group Services- Responsible for managing the process that supports policy issuance, maintenance and billing for Group benefits, traditional & voluntary life and disability products. Responsible for the management of 12 people. The Unit directly supports the Detroit, Indianapolis, Milwaukee, Nashville and Philadelphia Regional Group Sales offices.
• Reorganized from multifunctional teams to functional self contained units.
• Established Progress Performance Plans, which enabled management to chart unit member’s progress and give feedback
• Increased service standards over 80%.
• A member of the management team that guided the employee committees to establish written
DANIEL J. SINCLAIR
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Workflows that are monitored for continuous improvement
• Developed measurement tools for individuals, units and departments.
CNA INSURANCE, Property-Casualty Chicago, IL (1998-1999) Risk Management Team Director -Administration responsibility for managing the process that supports proposal development, policy issuance, policy maintenance and billing and collections for Risk Management casualty business. Responsible for the management of a team of 14 people.
This includes 7 processing people and 7 financial people. This team directly supports the Eastern
Region for Risk Management located in New York. Responsible for a book of cash flow and
guaranteed cost insurance programs in excess $100 million.
THE MARYLAND/ ZURICH COMMERCIAL INSURANCE, Indianapolis, IN (1992-1997)
Field Administration Manager, (1994 - 1997)
Responsible for the support of Underwriting, Commercial Claims and Personal Claims
(200 people in the Center). Directly managed two Team Leaders, a Systems Support Representative, and twenty support personnel. Directly supervised systems, typing, word processing, mail and supply, records, rating, and claims call center unit. Established and maintained The Maryland’s Central Claim Center. Coordinated initial support workflows and facility planning.
• On the committee that established the claim triage unit workflows which reduced the claim representatives call volume by more than 25% and became the model for claims.
• Was responsible for the productivity, quality and call flow statistical analysis
• Maintained budgets of over one million dollars, the plant maintenance and ATT System 75 GV3.
• Increased service standards over 70%.
• Established the Claims Service Team which now serves as the model for other centers.
• Established service agreements with each customer, now used nationwide.
Other Positions:
Audit Manager, National Accounts
Premium Audit Manager
EDUCATION: PROFESSIONAL DEVELOPMENT
BS Business Management Creating a Great Work Place
St. Francis University Loretto, PA. Effective Management Practices
AIC 34 Effective Communication
Florida 620 Adjuster’s License Strategic Career Mgmt. For Supervisors
APA Designation Coaching & Counseling for Outstanding Job
PA 92 and PA 93 Performance-A.M.A.,
CPCU I, III, IV, VII Managing for Customer Value Workshop
LOMA I-VII The Customer
CIC Property & CIC Casualty
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