Charles Colella Email & Phone Number

Needham, Ma

- Serve as primary point of contact for 5 insurance company accounts, including 2 top-20 accounts, with oversight of full cycle client workflow from intake to completion, and a focus on service delivery, customer satisfaction and retention- Maintain high-level of client satisfaction through regular onsite visits while improving customer retention and generating repeat business- Coordinate accurate and timely claims processing through collaborations with Field Inventory Team and Contents Claim Managers, and ensure final delivery to the adjuster- Provide SaaS training onsite and via Webinar

Needham, Ma

- Developed and mentored staff through internal advancement opportunities by coaching on industry best practices- Managed a diverse and dynamic teams that included 3 Modification Specialists and 15 Pricing Analysts- Led teams to resolve complex claims and identify opportunities for increased system efficiencies, including decreasing cycle claim cycle time and accuracy improvement- Built team trust through transparent communications about business goals, industry trends, and opportunities for internal growth and development- Streamlined operational workflow, increased team efficiency and quality of work produced through the overhaul of a quality review process as part of the Quality Management Systems Team- Discovered innovative solutions to identify service problems through key internal partnerships

Needham, Ma

- Oversight of Contents Claim Valuation Services, including customer service and cycle time for claim assignments- Provided customer savings and ensured accuracy in claim settlement through Valuation Quality Reviews for 285 different insurance carriers, including 5 top property insurance carriers in the US- Analyzed and performed valuation of personal property for policy holders, delivering comprehensive and accurate settlement reports to the adjuster

Newton, Ma

- Managed cash drawer and safe containing thousands of dollars through multiple daily audits while adhering to strict security guidelines- Provided excellent customer service in a professional manner through daily face-to-face interactions with account holders and processed wide range of customer transactions- Generated new revenue by cross selling a wide range of bank products and account options based on customer needs