Oversee and direct all aspects of customer service policies, objectives and initiatives.Develop service level standards focused on response times and issue resolution.Establish and enforce policies and procedures that produce high quality customer service delivery reflecting upon industry best practices.Ensure systems are in place and utilized to capture and report on customer feedback.Align customer service activities and initiatives to support and enhance objectives

• Managed seven employees in a Bodily Injury/Property Damage Claim Department • Ensured claim files were properly documented and NYS compliance was being maintained;• Managed the litigation process on files in litigation and arbitration;• Approved files in excess of the claim handler’s authority;• Identified fraud and referred appropriate files to Special Investigations Units for further investigation;• Maintained positive relationships with defense attorneys and in-house counsel;• Handled NYS Insurance Department Complaints and Presidential complaints to resolution;• Led team meetings, addressed issues regarding workloads, performance and motivation;• Conducted quarterly and annual employee reviews; implemented disciplinary actions as necessary.