Manage 20 frontline claims adjusters and processors, who administer multiple ancillary products for extended service plans and warranty programs for multiple clients.• Oversee daily operations in claims department.• Review all processed claims for accuracy and submission to accounting for payment processing.• Manage the workflow to ensure reimbursements are handled in a timely manner.• Supervise staff to ensure their level of customer service adheres to company standards.• Hire/train direct reports.• Develop, document, and implement processes and procedures.• Metric reporting on call/claims activities.• Resolve escalation claims.• Direct point of contact for external clients.• Assist with developing companywide processes.• Assist with developing technological improvements for company.

• Supervising 28 representatives to ensure service levels are met• Adhere to all insurance carrier guidelines and limits• Assessment of each representatives work schedule in a forty hour work week. This includes vacation time, sick time, and any other make up time to insure that the employee reaches forty paid hours of work• Administer thirty, sixty, and ninety day reviews to all employees on overall job performance.• Assist administrative personnel with implementation of new contracts and programs.• Coach, mentor, and develop team for skills expansion and promotional opportunities. • Implementation of new products and rate amendments• Assist General Motors sales with introducing new products to the field• Accountable for minimum service level of 80% for incoming phone calls• Insure proficiency with systems, databases and files to locate required information to perform duties• Deployment of new system feature and enhancements

• Coordinates and/or assists in the development of programs with VP of Administration and/or VP of Sales.• Responsible for following up with clients, when necessary or requested, to get information needed for development of programs.• Responsible for developing all materials as needed for programs as determined mutually between client and either VP of Sales or VP of Administration.• Responsible for providing write ups and information to appropriate departments for set up of system, dealers, etc., to include write ups to MIS for system development/programming when necessary.• Responsible for maintaining/updating materials for programs as needed for carrier requests, state requested updates, etc.• Responsible for developing and distributing program Fact Sheets to appropriate departments as needed for each program developed and/or changed/updated.• Provides support to Administration in resolving issues with programs to include contacting clients for resolution or working with other departments.• Provides assistance in coordinating rate changes for programs/clients as is necessary.• Proficient in Creative Suite programs (Adobe Acrobat, Adobe InDesign, Adobe Photoshop)

• Travel to automotive dealerships to instruct service facilities and dealerships how to use service menu applications.• Monitoring the usage of the applications and metric levels for each service writer and technician• Maximize Dealer Usage; execute ongoing training, measurement, and support• Responsible for providing customer support to dealers and customers that were using the application. • Plan new ideas to streamline the application, and make sure that the application became more manageable to the service department• Handle all inquiries, and troubleshooting application faults • Demonstrate service application to future clients using WebEx and Citrix• Initiating daily habit in the service department with using the application• Assist sales with introducing new products to the field• Monthly Dealership Reviews with Action Plans to Ensure Dealership Product Use• Follow Up on Training to Ensure Dealer Use• Minimize Cancels (Excellent Support Processes and Usage)• Ensure Dealer Best Practices of Merchandising Solutions• Internal Product Training• Distributor Training

• Continuing education for more than 60 service representatives• Travel to off site locations to instruct service facilities and dealerships how to use claims applications.• Maintaining help files that are viewed by all representatives. This is accomplished by using Microsoft Front Page• Listening to inbound phone calls and evaluating for quality assurance purposes• Monitoring the incoming call volume and making sure agents stay on task during peak times.• Initiating dialogue between management and workforce management about overall productivity of the call center representatives.• Demonstrate claims online to future clients using WebEx• Provide hourly metrics and service levels to management.• Prepare new and innovative ideas on how to increase service levels on the call center floor• Direct and train representatives on call handling techniques• Entering information into InVision workforce management application for forecasting needs.

• Supervising 12 representatives to ensure payment is issued to customers, car dealers, and service facilities• Adhere to all insurance carrier guidelines and limits• Measure metrics of each individual representative. This involves call talk time, number of claims processed per day, and average speed of answer • Assessment of each representatives work schedule in a forty hour work week. This includes vacation time, sick time, and any other make up time to insure that the employee reaches forty paid hours of work• Plan new ideas to streamline the processing department, and make sure all claims are paid within three hours of submission. This included system wide additions to the payment process• Administer thirty, sixty, and ninety day reviews to all employees on overall job performance.• Fluent with all applications of Microsoft Office applications• Assist administrative personnel with implementation of new contracts and programs.