Christopher Hanlon Email & Phone Number

Franklin, Tennessee, United States

Leader of a team responsible for North American Corporate Fleet Vehicle Programs. Identifies and implements immediate and long-term changes to Corporate Vehicle programs and policies to drive meaningful improvements, innovations and customer satisfaction. Leadership and direction are provided to vendor staff and employees of the department. Manages departmental operations, budget and vehicle delivery performance. Reviews and modifies workflows as situations require change. Forecasts workloads and maintains appropriate staffing/inventory models.

Franklin, Tennessee, United States

Actively manages Nissan's risk portfolio efficiently and effectively through identification and analysis of risk and treatment of those risks. Supports Manager of the America's Risk Management department. Responsible for local and regional program administration, claims, and loss control activities. Leads select regional insurance program renewals. Works as part of team to execute efficient risk management processes. Performs financial analysis including trend analysis using internal and external risk management information systems. Uses data to evaluate risk management performance and prioritize opportunities. Reviews and analyzes supplier and other contracts to make recommendations for insurance requirements. Initiates change and negotiates directly with vendors and Nissan internal customers.

Des Moines, Iowa Area

Team Leader of remote field staff associates managing repairable automobile claims. Top performer in customer satisfaction, expense control, monitoring loss cost objectives, and supporting cross-functional coordination. Resolve customer concerns and monitor customer satisfaction to drive improvement action plans. Support cross-function and cross-claims coordination to resolve claims in a timely fashion. Partner with HR and executive leadership on annual workforce plan as well as finance on managing budget and evaluating operational trends.

Des Moines, Iowa Area

Led a team of in-office auto claim representatives coordinating auto total loss claims, managing unit performance to provide best in class customer experience. Significant involvement in identifying, developing and retaining high potential associates ready to fill critical roles throughout the organization. Directed Quality Assurance file reviews, coordinating resources through diverse functions and implemented Quality Assurance team recommendations to develop cohesive team culture. Maintained service standards and territory state statutory compliance

Des Moines, Iowa Area

Managed and coordinated technical, administrative, and operational responsibilities of an in-office team working with uninsured motorist subrogation claims in all states, maximizing recovery and minimizing fraud. Subrogation objectives and excellence in claims performance were facilitated by evaluating subrogation files for proper liability investigation, verification of damages, and consideration of legal implements available. Monitored arbitration process and identified developing trends within arbitration. Initiated root cause analysis and created action plans to improve performance.

Greater Memphis Area

Oversaw Direct Repair Facility service level results utilizing key performance indicators and scorecards. Monitored performance of collision repair program providers and repair facilities, recommended shop performance improvements, developed action plans and communicated improvement opportunities for the priority service of customers. Ensured participating vendors delivered industry standard repairs at a competitive price.

Greater Memphis Area, Arkansas

Conducted procedural claims technical file reviews, re-inspections, calibration and audits. Served as a technical resource and expert in the review and evaluation of claims files in accordance with established policies and procedures. Provided specialized claims training to staff in accordance with ongoing developmental needs. Audited claims files to validate accuracy and timeliness in accordance with best practices. Advised claims leadership on technical trends based on objective findings.

Greater Memphis Area

Executed automobile claims administration involving theft, moderate, and severe physical damage from beginning to conclusion. Maintained knowledge of multiple insurance lines, court decisions, and policy changes and modifications. Established and authorized adequate reserves and claims payments within the delegated authority.

Greater Memphis Area

Greater Memphis Area

Greater Detroit Area

PIP/Third Party Injury Claims Handling, 1995First Party Liability/Medical Claims Handling, 1994Call Center Customer Service, 1990-1994