Lawrence Croutch Email & Phone Number

• Built a successful team with diverse skill-sets that continues to meet and exceed SLAs with a high retention rate in the organization• Oversaw activities associated with claims management and claims administration for the entire department• Managed & coordinated the successful implementation of system changes, process improvements and new products• Assisted adjusters and provided technical support for the successful completion of claims• Monitored trends and identified claim patterns to help in improving systems, processes and/or product design• Reported departmental performance against agreed targets, budgets, and within policies and standards to senior management• Assess, monitored and implemented processes and procedures as applicable

Richmond Hill, Ontario

• Monitor SLAs and call centre metrics for OEM and company to ensure best in class customer service • Manage claims and operations team for all products, OEM and Sym-tech• Support new product roll-out and enhanced existing product lineup including UAT Testing• Continually monitor current process and implement improvementsAdjudicated claims in a timely manner with a focus on customer experience and claims accuracy for all types of claims including total lossBuilt and maintained key relationships with Dealer service managers, advisors and body shop managersProvided team leadership for warranty department and ensure timely resolutions for escalated support issues

⦁ Adjudicate claims in a timely manner with a focus on customer experience and claims accuracy for all types of claims including total loss⦁ Build and maintain key relationships with Dealer service managers, advisors and body shop managers⦁ Provide team leadership for warranty department and ensure timely resolutions for escalated support issues⦁ Applied expertise gained through over 15 years body shop experience to adjudicate and process 3rd-party insurance claims ⦁ Provide highest level of customer satisfaction to dealers and customers, while ensuring highest level of accuracy for claims processed⦁ Provide guidance and testing for proprietary claims portal

Whitby, On

Markham, On

Automotive Technician - Administration, Transportation

Education record