John Miller Email & Phone Number

Greater New York City Area

Take photos, measurements and file reports for damaged property and accident scenes to assist claims adjusters in the settlement of claims.

Parsippany, New Jersey

Duties:● Handle incoming calls from insureds, claimants, attorneys, body shops and insurance companies in order to gather information to make liability decisions. Explain how liability decisions are determined. Negotiate settlements when disagreements occur as to liability decision and or liability amount.● Research new claims by calling the insured to gather information regarding the facts of the loss and to explain coverages available. To complete the investigation, may also order police reports as well as contacting claimants, witnesses and ordering scene inspections. ● Assist in the training of over 100 claim representatives, claim processors, agents and their staff. Achievements: ● Consistently recognized as leader in department for taking highest number of recorded statements.● Invited to be member of committee that created a template for claims representative to adopt when taking recorded statements reducing need for additional recorded statements by 20%.● Member of task force that developed process in reducing claims mail queue by 15%.

Parsippany, New Jersey

Trained and led 45 employees responsible for the monthly bills sent by department for the 7 states that made up Northeastern Regional Office. Charged with Developed methodology to better handle complaint calls from customers and address process issues resulting from customers who did not make payments.Achievements:● Led the department from being ranked middle of the twenty-eight countrywide billing departments to being consistently ranked in the top five and retention of higher number of quality customers. ● Significantly reduced complaint calls to department by created new rules and template used to breakdown bills by term, making it easier for customers to see how their payments were applied. ● Introduced innovative program that raised accuracy of bills and reduced incoming calls by 20%. ● Supported retention of quality employees experiencing high number of upset customers by personally proactively handling difficult customers allowing employees to move to next call and meet their production numbers. ● Asked to develop improved structures for main switchboard for office since the current structure resulted in extended hold times, misdirected calls and ineffective use of employees/receptionist time. Restructured approach led to improved accuracy and efficiencies.

Wayne, New Jersey

Reviewed new applications to determine if risk qualified and if so to properly rate the risk and existing business to determine if the loss frequency should result in the policy to be cancelled. Trained agents and their staff on how to identify quality risks and to provide accurate quotes to prospective clients.

Wayne, New Jersey

Handled calls from State Farm Agents, and their staff, who required training on how to operate their office computers and to trouble shoot problems. Prepared new computers for delivery to 280 agent’s offices.