Chip Howard Email & Phone Number

Cape Charles, VA, US

• Manage and consult on successful short term rental properties, creating memorable vacation experiences for guests.
• Own and oversee operations of two additional properties, including customer service, property maintenance, and marketing strategies.
• Utilize strong communication and problem-solving skills to address guest needs and ensure positive reviews.
• Achieve high customer satisfaction ratings and increased bookings through strategic property management.See links to our properties below for all the amazing customer surveys and comments..

Henrico, Virginia, US

• Support 5 operations managers as direct reports with a total team size of 100+ in a remote call center environment.
• Lead initiatives to integrate claims handling, underwriting, and fraud investigation to enhance operational efficiency and lower loss ratio. Developed a collaborative Anti-Fraud unit, bridging claims, underwriting.
• Lead the initiative to implement AI fraud and risk models for Claims and Underwriting. Enhanced claims processing efficiency while improving loss ratios through strategic investigative improvements and underwriting.
• Brought subrogation efforts back in house from an outsourced vendor achieving large expense savings and improved team performance. Expense savings of $500k per year and improved arbitration win rate.
• Reduced average rental length by 28% and increased customer NPS by 50 points by prioritizing claims where a rental car was required and assigning these claims to specialized adjusters
• Utilized data to drive underwriting actions pre-sale that impacted overall loss ratio by 2% for underwriting actions alone leading to a 2024 YTD Loss ratio of 62%

Henrico, Virginia, US

• Supported an ops manager, 2 Sr. Team Managers, 8 Team managers, a Project and development manager, and 2 analysts in office and in a remote call center environment.
• Redesigned and rolled out new Sales and Customer Care incentive programs to meet business objectives
• Directed customer service operations to achieve record-low call levels and heightened NPS scores by focusing on customer experience anticipating customer’s needs and questions
• Implemented digital strategies to enhance customer engagement and streamline service processes these included, online chat, email, and development of our app.
• Defined and executed sales strategies that resulted in significant increases in ancillary product sales penetration rates.
• Cultivated a robust sales culture by aligning incentives with business objectives and improving team performance.

Henrico, Virginia, US

• Oversaw a team of 4 operations managers, 13 Team Mangers, and 110 adjusters in a call center environment. Responsible for all claims outcomes while optimizing claims processes which resulted in substantial cost.
• Presented operational updates and strategic insights to senior leadership and boards.
• Directed the inside Catastrophe operations planning and team during the spring hail seasons and Hurricane Harvey

Henrico, Virginia, US

• Responsible for multi-state claims results and operations, setting strategic priorities and enhancing team performance metrics.
• Developed forecasting models for claim volume, staffing, scheduling, and loss ratio

Henrico, Virginia, US

• Supervised a diverse team of claims adjusters, developing training programs and performance metrics.

Henrico, Virginia, US

Managed Property Damage vendors including:o Direct repair programo Independent appraiser networko Rental car accountso Estimating and total loss software vendor relationship- Developed our original total loss and repair guidelines- Trained adjusters on these processes

Henrico, Virginia, US

• Handled all claims functions from FNOL initiation through settlement while mentoring new adjusters and providing training.

Mayfield Village, OH, US

• Effectively managed a wide variety of customer claims including, property damage estimating, total loss settlements, coverage and liability investigations, Fire & Theft, Bodily injury settlements, UM/UIM, as well as.

Bachelor Of Science (Bs), Business Finance

Business Management