Claims Service Leader leading a team handling Represented Uninsured Motorist claims

Quality assurance for casualty claims handling process. Aide in training and development of adjuster staff, roll out new processes and maintain accuracy. Lead large group of adjusters to success.

• Handle Casualty litigation matters, specifically Uninsured Motorist Arbitration• Handle difficult negotiation and follow up• Work as a leader within the local organization to increase overall productivity• Mentor for onboarding, coaching and development of new personnel• Subject matter expert - Subrogation• Reverse mentor program - working with senior level manager to ensure overall success, coaching and development

Non-Profit 501c3, focused on technology and innovationBuilding and growing the "AZ Mist" Museum of Innovation Science & Technology

Nonprofit workforce development and training, set in the San Francisco Bay area. Offers growth and development for individuals looking to grow themselves and work in either a new advancing environment or seeking advanced skills for their current roles . Cohorts train in Machining Process or Advanced Additive Manufacturing/3d printing and design. Looking to continue growing the program and ultimately reaching new areas outside of California.

• Multi-Unit management of 10 locations with $17M in annual revenue.• Increased operational efficiency by 10-15% over the last 24 months through Implementation of newly created SOPs which resulted in increased profitability and cost savings of 30-40% for some of the stores.• Implemented local marketing and outreach strategy for customer retention, which resulted in 10% growth of customer base and curtailed attrition by 20% in its first year.• Established pipeline funnel management Improved monthly revenue attainment average by 25%.• Executed customer-centric strategy to improve customer experience, including implementation of annual customer satisfaction survey.• Developed and negotiated a successful partnership with ASU; resulting in increased investment and improved engagement by students’ year over year. $5M investment revenue with $500K annual revenue.• Increased profits by 15% year over year at the single store level.• Increased sales revenue at the single store level from zero to $2M annually.• Increased sales revenue at regional level by greater than 30%.

The Downtown Chandler Community Partnership (DCCP)The Downtown Chandler Community Partnership (DCCP) is a 501(c) 6 not-for-profit corporation whose mission is to mobilize leadership and resources to advance the development of downtown Chandler as a regional destination for shopping, dining, living, culture, and the arts.It works on behalf of the Enhanced Municipal District, created in 2006, to provide enhanced marketing and promotion, safety and beautification of the downtown area beyond what is done by the City of Chandler and downtown merchants.The District is bordered on the north by Chandler Blvd; the south by Frye Road; the east by Delaware St.; and the west through Dakota, California and Oregon Streets.

• Supervised 6 departments consisting of 65 coworkers.• Lead customer service team of 30+ coworkers.• Increased overall store sales by 18% year over year by implementing best practices, active selling tools, and exceptionally strong marketing support and tactical tools.• Improved location profitability by 15% in 8 months, and ultimately by an additional 22% throughout tenure.• Developed and implemented the Customer Experience strategic plan, involving detailing customer flow across multiple channels tracking customer lifetime value.• Executive steering committee member for store with average revenue of $120M annually.• P&L, forecasting, budgeting and planning management for all offered services approximately $6M annually.• Implemented store front-end remodel focused on customer flow, contributing to an increase in store revenue of 9% annually.• Transformed parts and repair business into a complex, converged solutions sales and service provider; implemented an inventory parts system to facilitate supply chain for warranty and service repair resulting in significant cost reductions.• Trained and developed store staff on new processes, tools and technology resulting in improved operational efficiency and exceeding company standards.

• Provided support and leadership for a team of 15+ coworkers; team development.• Maintained strong customer support and communication through the implementation of a 360-degree feedback system. Customer satisfaction survey reflected a rebound of 14 points within 6 months of my arrival.• P&L, forecasting, budgeting and planning management.• Implementation of new SOPs and standards for interaction resulting in improved profiitability.