Lance Yamasaki Email & Phone Number

Pilot Catastrophe is a company that provides resources to major insurers to assist in handling catastrophic claims.• Close 100 claims per month.• Advise team members on difficult situations.• Customer service leader. Helping the customer in every way possible and explaining everything in plain English, not insurance jargon.

• Taught new team of adjusters claims handling skills.• Spoke with unhappy customers and lead them to satisfaction. • Coached team members who moved into leadership positions.

Dallas-Fort Worth Metroplex

Pilot Catastrophe is a company that provides resources to major insurers to assist in handling catastrophic claims. Customer Care Manager (Escalation Manager)• Completed up to 400 claim escalations monthly. • Closed 90% of escalations within 2 days. Virtual Property Adjuster• Closed up to 25 claims weekly.• Increased negotiation skills.reason left: contract ended skills/abilities: adjusting, customer service, management, escalation, empathy, building relationships, conflict resolution, detail oriented, negotiation, construction knowledge, Xactimate, time management.

Keller, Texas, United States

Bridgestone Americas operates Firestone Complete Auto Care retail stores. • Met needs of up to 15 happy customers per day.• Learned customer service system and completed 20 training courses. skills: customer services, sales, empathy

Dallas-Fort Worth Metroplex

• Obtained Pennsylvania Motor Vehicle Damage Appraiser License.• Obtained Allstate, State Farm and American Family Auto Adjuster licenses.• Completed auto adjuster courses.

Dallas-Fort Worth Metroplex

Customer Care Manager (Escalation Manager)• Completed up to 350 claim escalations monthly. • Closed 70% of escalations within 2 days.Compliance Specialist • Resolved issues for up to 10 claims daily.• Communicated with 2-5 field adjusters daily.skills/abilities: adjusting, customer service, management, escalation, empathy, building relationships, conflict resolution, detail oriented, construction knowledge, Xactimate, time management.

Mobile, Alabama, United States

• Closed up to 18 claims weekly.• Learned NextGen claim system.• Increased adjusting and construction knowledge.skills/abilities: adjusting, customer service, empathy, building relationships, conflict resolution, detail oriented, construction knowledge, Xactimate, time management.

Austin, Texas Area

My goal was to help small businesses to thrive. • Improved client sales by 300%. • Completely re-developed customer website.• Developed sales leads for award-winning national speaker, Absolutely Abby.skills: sales, business development, user needs, website development, web analytics. business development, sales, cold calling, customer targeting, business consulting, negotiation

San Francisco Bay Area

Services Product Manager (Router-Switch, Data Center, Collaboration)• Doubled services revenue to $1M.• Stopped the service offerings from being taken off the price list. Services Portfolio Manager• Trained sales force via in-person and virtual events.• Helped sales teams to close deals during customer calls. • Uncovered Emerging Market sales inhibitors through SWOT analysis. skills: product management, pre-sales, services, building relationships, market analysis, market research, presenting, training, negotiation, sales enablement

San Francisco Bay Area

Contract researcher for the Cisco Networking Academy, Helping instructional designers to revamp CCNA certification preparation courses.• Completed global 55 research projects (quantitative and qualitative) for networking technical certification preparation courses.• Delivered findings from on-site overseas project to instructional designers and stakeholders. skills: Market Research, Voice of Customer, Project Manager, Email Analytics, Survey Development and Vendor Management. #CSR

Phoenix, Arizona Area

Cisco Learning Institute was an organization who helped organizations with their teaching and learning projects. Research Manager• Drove research planning.• Mentored associates.Research Project Manager (Technical Education)• Completed 70 global research projects (quantitative and qualitative) for networking technical certification preparation courses.• Learned SPSS statistical software. Management, Research Manager, Project Management, Market Research, Data Analysis, Statistics, Budgeting, Relationship Building, SPSS and Vendor Management. #CSR

San Diego Metropolitan Area

Strategic Product Manager (OfficeJet multi-function)• Developed customer roadmaps. • Published monthly competitive information. International Product Manager • Completed primary research in Central and South America. • Shared knowledge of international markets. Future Platform Product Manager (Hardware, Software, International)• Increased division revenue to $500M from $10M.• Developed software that captured user behavior for over 100K customers.Reason for leaving: Took voluntary buy-outSkills: Product Management, Inkjet Printing Systems, Inkjet Printing Supplies, International Business, Forecasting, Market Research, Product Marketing, Branding, Software Product Manager, Hardware Product Manager, Data Analysis, Negotiation

San Francisco Bay Area

• Recommended product solutions and spoke to customers daily for 5 years.• Delivered technical training to non-technical audiences. Other hp roles: Software Account Manager, Technical Marketing Engineer and Facilities Engineer.Skills: Customer Service, Pre-Sales, Training, Mentoring, Coaching, PC, Peripheral, Server and Networking Knowledge, Technical Marketing, Account Management, Construction Project Management and Vendor Management, CAD software, Space Planning