Customer Service Quality Control

Miguel Angel Saldana

Residence 909-***-**** Cellular: 626-***-****

Email address: ***************@*****.***

SUMMARY:

Exceptional customer service skills, vast experience in Auto Body Industry, Highly skilled in the negotiations & in reaching agreed prices of property damage settlements. Self-motivated to improve claim operations, productivity, and cycle time, lean the processes procedures of repairs. Reducing costs with the lowest severity possible while maintaining a highest level of production, quality and customer satisfaction.

EXPERTISE:

• Bilingual Spanish / fluent speaking and writing

• Senior level Field Re Inspector / Appraiser in Collision Damage Estimating.

• Highly skilled in maintaining low severities & negotiating repairs and shop rates while maintaining excellent customers service & quality repairs.

• Senior level Material Damage Examiner.

• 10 years auditing claimant carriers’ subrogation demands and collision estimating.

• Highly skilled in Negotiating disputed subrogation demands & reaching agreed prices as full and final payments.

• 8 years handling Property Damage Insurance claim files.

• Solid reputation; self-integrity, commitment to providing quality automotive damage appraisals, audits and property damage settlements.

• CCC Pathways

• Audatex

• ADP Pen Pro.

• Mitchell / Ultra Mate

• 30 years hands on experience in Auto Body repair Industry.

QUALIFICATIONES: I-CAR AND ASE CERTIFIED:

• I-CAR 2000, I-CAR Suspension, I-CAR Frame & Uni-body Structural repairs.

• ASE Certified in Auto Body & Paint. Professional Auto Body Repair Technician. Professional Auto Body Refinishing Technician. Auto Body Plastic Bumper repairs.

• DuPont General Product usage, Glassurit General Product usage. Color Matching and Blending Techniques.

PROFESSIONAL EXPERIENCE:

Access General Insurance Adjusters / Access General Holdings Inc. 2009-September 2011,

Job Title: Field Re Inspector / Appraiser

• Responsibilities: Inspect 8-10 vehicles per day, down load assignments daily. Set up daily inspection driving route. Contact customers to confirm inspection location with in 3 hr window for inspection. Respond to adjuster’s e/mails or phones calls, received calls from shops requesting supplements and all other concerns as well as customers. Inspect & complete detailed estimate of collision damages thru Audatex estimating software, up load and down load estimates, photos comments and assignments. Run ACV Evaluations in the system on all total loss vehicles. Explain estimates, supplement, total loss and claims process to vehicle owners. Upload estimates, comments and photos thru ACD Web site. Make notes in C4 Management system so all adjusters or any one working that claim could get information that I felt needed to be sent to adjusters. Complete various daily reports, daily mileage logs for reports, daily itinerary manage emails.

Accomplishments:

• Aided in the implementation of new Material Damage Department.

• Maintained severity reports at 22.3 % vs. Industry Standard of 26.7%

• Performed at 100% resulting in increase of staffing field appraisers from 2 to 6 and currently increasing.

• Supported new field appraisers.

• Increase production by 32% with timely inspections.

• Helped Increase productivity and efficiency in 32%

• Maintained 97 % inspection appointments with in designated 3 hr windows.

• Maintained daily inspection assignments completions at 99% by maintaining minimal no shows.

• Adapted 100% to constant company changes procedures & process.

• Constantly improved quantity of inspections to increase productivity and efficiency.

Bristol West Coast National Insurance Members of the Farmers Group, Orange, CA 2003–November 2009

Senior Level Material Damage Examiner

• Responsibilities: Handling 60 to 70 claims files for PD with all administrative responsibilities, Audit claimant carrier subrogation demands & re adjusts them accordingly. Completed vehicle estimates for collision damages. Download assignments, upload estimates & photos. Explain supplement, claims process & estimates to vehicle owners. Approving and issuing all payments of property damage subrogation demands, total losses, rentals, loss of use or fixed property. Provided assistance to adjusters with any pertaining information required on issues or questions as to all Property Damages, assisted with liability determinations, diminished value and calculated car rental payments or loss of use.

Accomplishments:

• File Quality of 96.5 % vs. 87%

• Controlled Estimate Accuracy to 100 %.

• Achieved Goals of 97 % on excellent customer service.

• Reduced property damage settlements by an annual 23.5 % resulting in savings of 1 Million dollars and $750,000 after all litigated disputes where settled as full & final payments.

• Developed auditing system for Material Damaged department, programmed & implemented in the company management system and procedures that enabled numerous automated reports due to all the details captured in the developed system.

Doan and Company Independent Appraisals, Chino, CA 2001-2003

Field Appraiser / M.D. Examiner

• Responsibilities: Drive to designated locations to complete estimates of collision damages and shop supplemental damages & document with corresponding photos.

Accomplishments:

• Addressed all unrelated damages with 90 % accuracy.

• Appraised all visible damages with 92 % accuracy.

• Completed turn around times on initial estimates and supplements with 89% accuracy therefore increasing volume of workload to the company by providers.

• Audited subrogation demands 12 to 15 per day.

Rent A Wreck 1999-2001

Car Rental Supervisor

• Responsibilities: Complete rental agreements, scheduling car rentals for returns & reservations, supervising vehicle maintenance, accounts receivables and miscellaneous office duties.

Accomplishments:

• Usage of fleet an average of 97% while maintaining 1% for back up vehicles 2% vehicles in maintenance or repairs.

• Maintained vehicle conditions and operability at 95%

• Increased fleet size in 15% which resulted in increase income and customer service.

M2 Collision (Estorgas Auto Body) 1998-1999

Estimator / Quality Control Manager

• Responsibilities: Write estimates and supplements; follow repairs through shop process, repair quality and final quality control inspection of vehicles prior to delivery to customer.

• Shop had numerous DRP accounts 21st Century, State Farm, Farmers, Allstate, and Safeco.

Accomplishments

Estimated all visible damages with 99 % accuracy & All hidden damages after tear down with 100 % accuracy.

• Completed turn around times on initial estimates and supplements with 98% accuracy therefore, increasing volume of workload to the Company by providers like 21st Century, State Farm, Farmers, Allstate, Wawanesa, and Safeco.

• Followed repairs through shop process, insured quality repairs and final quality control inspection of vehicles prior to delivery therefore maintained 98% satisfaction to all customer and Insurance Company's that provided work for the Company.

PROFESSIONAL DEVELOPMENT

As Follows: CCC Pathways Certificate, Damage estimating updated, steel reparability matrix for all type of steels, alignment angle diagnostics, structural damage estimating, I-Car fundamentals of collision repair, frontal impact analysis, mechanical and suspension analysis.

EDUCATION: Some Collage

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