Manager Customer Service

MICHAEL B. SHORT

*** ** **** ****** - *******, WA 98117

206-***-**** • *******.*.*****@*****.***

EXPERIENCE

ALLSTATE INSURANCE COMPANY ~ Seattle, WA 2006 - Present

Damage Evaluator/Market Relationship Manager: Good Hands Repair Network

• Market Relationship Manager for Allstate’s “Good Hands Repair Network” direct repair program, handling an average of $34MM in claims annually through network repair facilities.

• Consistently improved overall customer experience in all Allstate KPI’s over 5 years by correcting shop process deficiencies surrounding customer interactions and implementing new check-in, customer update, & vehicle delivery processes.

• Reduced overall insurance claim to repair cycle time by 40%, improving loss containment by lowering car rental costs directly leading to higher overall customer satisfaction.

• Brainstormed and implemented “Second Look” approach to estimating, which lowered the frequency of additional or unnecessary damage charges and improved repair shop estimating efficiency by 20%, saving the company $500k annually.

• Performed routine audits to identify performance issues, confirm root-causes, and develop action plans with routine validation to ensure partners are adhering to action items.

• Conducted comprehensive market evaluations to develop business requirements for new vendor acquisitions & succession schemes.

• Provided face-to-face mediation for escalated issues between customers and vendors to bring about successful resolution and restoring customer loyalty.

PEMCO MUTUAL INSURANCE COMPANY ~ Seattle, WA 2004 - 2006

Auto Physical Damage Adjuster

• Performed exhaustive, consistent, and measurable vehicle damage evaluations resulting in an overall severity of $1,723; 8% lower than 2004 companywide average, directly contributing to the achievement of company loss containment goals while maintaining mutually beneficial relationships with customers and repair facilities.

• Leveraged knowledge of alternate part vendors driving a $135 savings per estimate; 24% higher than 2005 companywide average.

SCA APPRAISAL COMPANY ~ Seattle, WA 2003 - 2004

Independent Auto Damage Appraiser

• Work in field to provide hands-on customer service for over 20 insurance companies by estimating vehicle damages and negotiate repair prices directly with auto body repair facilities across the Pacific Northwest region.

• Strong experience handling high volume transactions and maintaining significant claims savings, while working independently in a virtual team under the state SCA Manager.

Language Study and Teach ESL 2001 - 2003

• Perugia, Italy and Monterrey, Mexico

SAFECO INSURANCE COMPANY~ Seattle, WA 1998 - 2001

Multi-Line Claims Adjuster

• Examined, evaluated, and settled homeowner’s and automobile claims relative to applicable policy conditions and exclusions while driving on-going ad hoc projects and committee functions outside the traditional role scope.

• Mediated damage restoration by building a strong personal network of professional vendor repair facilities.

• Surpassed all service and file objectives, closing 141% the normal average insurance risk exposures.

EDUCATION

University of Washington ~ Seattle, WA 1994 – 1998

• Bachelor of Arts in Political Science

• Minor in Society and Justice

ADDITIONAL INFORMATION

Technology: Pathways and Mitchell estimating platforms (Proficient), Autochex ; Microsoft Office Applications (Proficient)

Languages: English (Native); Spanish (Intermediate); Italian (Basic)

Interests: Pottery, Soccer, Golf, Snowboarding, Reading, Running, Travelling (Africa, Europe, the Americas)

Positions: Lambda Chi Alpha Fraternity; Alumni Relations and Recruitment Coordinator

Awards: I-CAR Platinum Individual; Chief Structural & Damage Analysis Certified

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