Casey Averett Email & Phone Number

Salt Lake City Metropolitan Area

Nashville, Tennessee

Englewood, Colorado

• Direct multiple teams and 750+ partner body-shops across a 17-state operating territory toward best-in-class customer experience, accuracy, and loss cost outcomes
• Seek out and foster strategic B2B relationships with sales partners, body shops, and vendors, as well as internal claims areas to support key business objectives
• Lead and execute all phases of strategy and performance for the auto “Dreams Restored Program” through lean standards and result accountability
• Developed audit process, standards, and supporting analytics netting an accuracy improvement of +1.5%
• Led a department reorganization, specializing branches and prompting numerous operational efficiency gains
• Proactively led the development of a skills assessment exercise to differentiate individual performance gaps and identify group and individual development opportunities and training needs

Remote

• Design and develop complete APD strategy for the Auto Glass and Rental programs to promote Profit & Growth contribution and optimized business performance
• Collaborate and work with various internal and external partners to design and execute program strategy while keeping the senior leadership team and program stakeholders informed
• Cultivate and foster vendor relationships to ensure strategy and execution support and accountability
• Leverage influential negotiating skills when establishing tactical plans and driving profitable SLAs with vendors
• Created Profit & Growth strategy, optimizing program performance and generating $3M in 2018 benefit
• Led an internal & external rebranding of the glass program to strengthen awareness and program utilization

Englewood, Colorado

• Directed branch awareness and execution to results in key areas of loss costs, claim handling expense, customer experience, and employee engagement
• Sought out and fostered strategic relationships with sales partners, body shop, and external partners, and other claims areas to deliver industry leading claims service
• Maintained active awareness of industry procedures, regulatory changes, and policy updates to ensure branch compliance toward successful and compliant business outcomes
• Revitalized a struggling branch operation toward best-in-class results in numerous key focus areas
• Directed a cross-discipline rental project resulting in a 2-day benefit worth over $650k in annual value
• Defined a customer experience improvement plan, taking results from 49.9% to 63.3% in the first year

Eden Prairie, MN

• Provided unit level leadership direction to front-line team members, ensuring accurate claim handling and industry leading customer experiences were achieved
• Utilized effective interpersonal and communication skills to facilitate the continuous development of people, positive accountability, claim handling best practices, and team culture
• Provided technical and consultative direction to team members and branch leadership to ensure accurate claim handling, policy & procedure compliance, and adherence to industry standards
• Improved appropriate part usage by 15% in a difficult and consumer-centric Minnesota regulatory environment
• Developed and introduced SharePoint to improve information sharing, transparency, and employee engagement
• Strengthened team accountability through goal focused quarterly reviews and increased result transparency

Omaha, NE

• Demonstrated customer service industry leadership, working alongside agency partners to deliver seamless claim service
• Worked on moderately complex physical damage claims that required on-site inspection and estimating as well as face-to-face contact
• Showcased a high degree of competency strengthened through continuous development and mastery of all current recommended vehicle repair and replacement safety related repair procedures and advanced vehicle systems

Omaha, NE

• Provided industry leading customer service while compiling, analyzing, and evaluating data to make decisions on more difficult liability claim losses, recognizing the economical, legal, and practical consequences of.
• Identified state-specific legislation and legal precedent based on prior legal cases within an assigned geographic area
• Demonstrated a strong ability to recognize, negotiate, and resolve disputes with tact and diplomacy utilizing arbitration, appraisal, and alternate dispute resolution as needed

Master Of Business Administration (Mba)

Bachelor Of Business Administration (B.B.A.), Marketing

Associate'S Degree, Graphic Design