Christopher Bustos Email & Phone Number

Manage operations for claims support team, including daily training, direction, performance assessments and employee development.● Facilitate daily Tier 1 huddles to gauge morale, update changes in process, and deployappropriate resources across multiple daily tasks. ● Create custom reports to facilitate short and long-term decision making by senior leadership. ● Collaborate daily with the director of claims to provide input on potential process changes, identify areas of opportunity, and discuss workload balance for the claims organization. ● Maintain claim pending to stay connected to claims handling process. ● Thoroughly examine multiple types of Homeowner claim loss types, including wind, hail, theft, water, fire, etc.● Determine appropriate disposition of claims based on coverage, reports, and verifiable information gathered during the investigation.● Utilize Xact programs to create and revise estimates for damage relating to losses.● Assist insureds, agency staff, and contractors throughout the claims process to ensure efficient claims handling and understanding between all parties of the process and coverage.● Explain coverage and damage estimates to insureds to confirm their understanding of coverable losses.● Coordinate claim investigation with appropriate third party vendors, previous carriers, internal special investigations, and internal field staff.

Carmel, Indiana, United States

Thoroughly examine multiple types of Homeowner claim loss types, including wind, hail, theft, water, fire, etc.Determine appropriate disposition of claims based on coverage, reports, and verifiable information gathered during the investigation.Utilize Xact programs to create and revise estimates for damage relating to losses.Assist insureds, agency staff, and contractors throughout the claims process to ensure efficient claims handling and understanding between all parties of the process and coverage.Explain coverage and damage estimates to insureds to confirm their understanding of coverable losses.Coordinate claim investigation with appropriate third party vendors, previous carriers, internal special investigations, jewelry experts, engineers, and internal field staff.Identify and refer suspicious losses to internal special investigations.Set and update appropriate claim reserves based on continual gathering of claim related information.

Indianapolis, Indiana, United States

Further develop myself by immersing myself in a different type of claim coverage.Utilize sit-alongs to mentor new adjusters on proper decision making.Interpret complex policies to determine appropriate coverage for claims.Negotiate with attorneys appropriate settlements based on injuries, severity and appropriate general compensation. Continue to maintain Excel workbooks and BI reports needed to enable leadership and employees to gain a clear understanding of office generated data.

Indianapolis, Indiana

Utilize my opportunities in leadership meetings and trainings, such as monthly file reviews, to develop my claims knowledge to ensure I have a broad foundation for any future opportunity.Lead LDU Adjuster roundtables to ensure the front line is aligned with making appropriate liability decisions for our customers.Created and maintain a custom Microsoft Excel spreadsheet using pivot tables, data tables, and calculated cells that allows the Indiana MCO leadership to quickly read and discover patterns in calls, aux and other metrics quickly and easily.Applied inherent Excel functions to create a better way for my team to calculate daily production.Business Objects SME for any reporting issue that may arise or any custom report that may be needed in the office.Worked with Casualty Line Management, testing the rollout of the automated Tier 1 and Tier 2 reports during implementation of Continuous Improvement in the North Central CSA.Facilitate daily Tier 1 Huddles with a focus on accountability, Demand, and Capacity.Utilize Continuous Improvement tools in order to encourage the team to make connections between the Allstate Leadership Principles, the four loops of Continuous Improvement, Customer Experience and the team’s daily work.Led the Indiana MCO kickoff committee to create an interactive and energizing meeting to set the tone for the office in 2017.Draw on my experience with the CI tools to facilitate Tier 1 and Tier 2 RCPS for my direct reports and the Indiana MCO.Enabled the North Central CSA to communicate more effectively by working with another leader to create the North Central Segmentation website.Guided my team to recognize inefficiencies in their work and to develop better ways to complete their daily tasks.Ensured the accountability on my team was sustained at all levels by encouraging open and honest feedback amongst team members but also to me as necessary.

Indianapolis, Indiana

Developed a website, using Microsoft Sharepoint, for the Indianapolis Express MCO leadership team and CORE team to increase effectiveness and on-demand communication.Created a custom Excel spreadsheet using the 2010 version to automatically remove duplicate data from a dataset of 64,000 rows.Created custom business objects reports used to analyze call center metrics and make leadership decisions more effective. Collaborated on a new report which allows the Express CSA to look at task volume and efficiency in a new way.Enable the Indianapolis Express leadership team to lead more effectively by communicating staffing expectations and demand fluctuations in real time and during Tier 2 and Tier 3 huddles.Provide short term and long term line of sight for the Indianapolis CORE team in our daily Tier 1 huddles.Continuously work with the CORE assistants on their professional development to put them in the best position possible for their next Allstate opportunity.Ensure the CORE team is delivering the highest possible value to the office by encouraging and demonstrating excellent communication with all levels of our organization.Create a high level of comfort within the team during all projects, no matter the complexity, by providing clear requirements and key contacts necessary for the team to complete tasks.Utilize our daily Tier 1 huddle to enable the team to connect important Allstate concepts such as the Continuous Improvement methodology, and the Claims Compass through our weekly focus and discussion topics. with the operational management of Indianapolis Express.Regularly seek new ways to develop my skills and relationships in order to be prepared for my next role with Allstate.

Create reports for all Market Claims Office leadership to assist in determining methods to make the claims process more efficient.Create VBA functions and subroutines in Microsoft Excel for use throughout Claims Organization Reporting to increase reporting efficiency and accuracy.Created a custom report to itemize factors in Claims Service Specialist productivity and identified unproductive tendencies, which allows leadership to encourage staff members to increase productivity by targeting these tendencies.Ensure Claims Service Specialist staffing is congruent with current and forecasted call volume. Monitor call volume and other metrics for over 2,000 call center agents throughout the United States.Create weekly reports for Market Claims leadership as a snapshot of individual and team productivity and call metrics. Use reports to suggest potential business opportunities.Created protocol to be utilized by senior leadership which encouraged agent participation in a nation-wide calling campaign to increase communication with the organization’s policyholder

Monitored groups of test evaluators to ensure the highest accuracy and efficiency in order to successfully complete all projects on time.Learned the necessary material quickly and implemented the standard for scoring set forth by the customer.Created scoring samples used to create accuracy data.Used accuracy data to coach evaluators on successful methods to increase individual accuracy rate.

Won “Best Restaurant in Bloomington 2007” during tenure as training manager.Won companywide award for highest quality of service during 3rd quarter 2007.Increased monthly store evaluation test scores from lowest in the company to highest within three months of taking control of training.Created and supported a positive atmosphere for new employees through personal instruction of the training staff.Coordinated classroom and floor training of new employeesInstructed training staff using specific tasks to ensure highest level of competency for trainees upon completion of training program.Resolved confrontational consumer relations situations in order to use every opportunity to project the company in a positive light.Created a more efficient program by implementing new ideas while working closely with corporate management and general managerWorked closely with assistant general manager and bar manager to ensure beverage training and end of training meetings were completed successfullyCreated weekly meeting notes for the continuing education of staff on current business trends and areas of improvement.

· Streamlined operational procedures by increasing the communication between all departments and vendors.· Responsible for procurement of all materials and supplies.· Controlled office management and items associated with increased productivity.· Monitored all facets of building materials inventory and maintained $200,000 maximum product overhead by working closely with the warehouse manager in order to maintain appropriate stock levels.· Created and analyzed inventory reports and sales trends to determine orders. i.e. Inventory Sales History, Expected Sales, Current Stock Status.· Resolved issues associated with satisfying special order product requests from sales staff.· Monitored vendor performance by tracking lead-time of products ordered.· Negotiated price with vendors to ensure the best price was obtained.· Determined effectiveness of inventory by calculating turns, Gross Profit Margin and other vital inventory based assessment values.· Supervised and audited customer accounts receivable for sales totaling $2,500,000 annually

2008, Philosophy, Cognitive Science

Bachelor Of Arts - Ba, Philosophy