Chip Howard Email & Phone Number

Cape Charles, Va, Us

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. airbnb.com/h/reel-deal-on-tealairbnb.com/h/bay-dreamin-mathews-va

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, pricing, and operations. The Anti-Fraud unit, significantly improved loss ratio management and operational efficiency. Loss ratio reduced from mid 80’s to low 60’s• 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 practices using AI models. (6X and 17X ROI respectively on the cost of those projects)- Reduced SIU investigative costs 80% in my first 2 years in the role.• 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.• Achieved record low attrition rates in departments through effective talent management and development strategies and improved career path with pay for performance strategy

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 reductions and performance gains. These changes and improvements reduced inbound call volume by 50%.• 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 Commercial claims. Consistently achieved high satisfaction ratings through exceptional service and resolution handling.

Bachelor Of Science (Bs), Business Finance

Business Management