Joe Murphy Email & Phone Number

Sarasota, Florida, United States

QA Manager and Business Analyst overseeing group of Quality Evaluators charged with oversight of preferred providers utilizing Metrics and Analytics to consistently achieve customer service and cost efficiency objectives. • Utilized Tableau data analytics to identify trends and develop appropriate action plans resulting in lowest average cost per claim in country. • Organized multiple countrywide calibration sessions to ensure compliance with established guidelines for over 200 attendees. • Developed metrics and participated in yearly rating and performance review meetings. Increased daily production from 6-7 claims reviewed per day.• Deployed to the field to assist the Catastrophe team with state and storm specific needs to ensure customer service and cost goals were achieved

Led team overseeing deployment of Adjusters, Supplements, Boat claims, Authority Consultants and Quality Evaluators. • Controlled daily claim allocation and deployment of resources to effectively manage storm volume resulting in customer service in top 10% of company.• Oversaw production increase every year which lowered cost of contingent employees.• Developed estimating guidelines for Hail and Boat claims which were adopted companywide.

Performed in a wide variety of roles within the Market Claims Office (MCO) statewide. • Participated in monthly Intercompany Arbitration sessions.• Effectively performed role of Total Loss Adjuster achieving top 25% results in customer service