Insurance - Manager, State Process Leader

CAREER SUMMARY

Innovative and collaborative management professional who provides leadership

for individuals and groups, process implementation and improvement, quality

control, and customer service with a proven track record of evaluating existing

systems and teams, identifying production and efficiency opportunities, and

effectively implementing accurate correction plans in a fast-paced environment.

Computer skills include MS Office and Lotus Smart Suite.

PROFESSIONAL EXPERIENCE

PROGRESSIVE INSURANCE CORPORATION - Belmont, NH 1993 to 2009

Fourth largest automobile insurance company in U.S.

MANAGER OF CLAIMS – New York and New Hampshire (2000 to 2009)

* Earned Progressive’s National Customer Service Award in 2008 for earning

customer satisfaction rating in top 1% of all managers, as measured by

customer Net Promoter Score tracking. Led two staff to this same award for

representatives, one each in 2007 and 2008.

* Developed and managed corporate relationships with external vendors and

governing entities including repair shops, customer agents, law enforcement

agencies, and regulatory agencies.

* Managed and completed sale of negotiated settlements in complex customer

situations.

* Managed automobile insurance claims staff of professionals in both injury

and property damage divisions including direct supervision of day-to-day

operations, legal review and analysis, litigation management, quality

assurance, training, technology management, state-wide process implementation,

and interface with external vendors, and government. Coverages included

automobiles, RV’s, boats, motorcycles, ATV’s, snowmobiles, commercial

vehicles.

* Created, developed and implemented NH state-wide claims handling process for

motorcycles, RV’s, boats, snowmobiles, and ATV’s. This included

identification and training of handling team.

* Trained and managed dozens of claims representatives, creating an

organization that led state in quality results 4 years running. Training

included on-on-one interventions and large group sessions.

* Turned around 4 separate under-performing claims organizations in two

different states, leading each to meet or exceed stated objectives within

six months as manager.

* Managed budgets up to $500k to ensure cost containment and fiscal discipline.

SUPERVISOR OF CLAIMS DEPARTMENT, New York State (1998 to 2000)

* Managed automobile property damage unit.

CLAIMS REPRESENTATIVE -New Jersey, Florida, & New York (1993 to 1998)

* Processed claims for property damage and personal injury, including claims

investigations, analysis, evaluation, negotiation, litigation, and

settlements.

EDUCATION

* B.S., Business Administration, Major: Finance, Minor: Psychology & History,

(W. Paul Stillman School of Business), Seton Hall University,

South Orange, NJ, 1992. GPA: 3.79/4.0

* Honors: Chancellor’s Academic Scholarship (four year full scholarship),

Magna Cum Laude, National Merit Scholar, Dean’s List (four consecutive years),

Seton Hall Undergraduate Finance Citation, and W. Paul Stillman School

Alumni Finance Award

AFFILIATIONS

* I-Car: Platinum certification earned July 2009.

* Insurance Claims Adjusting Licenses: NH, NY, VT, RI, CT

* Member of New Hampshire Adjuster Association – 2001 to Present

Contact this candidate