Michael Naoom, Aic, Pmp Email & Phone Number

Responsible for building and executing strategy to enable seamless interactions for clients and their customers via the Entegral and ARMS product suite.

Columbus, Ohio Metropolitan Area

Founded in 1969, BMW CCA has grown to become the world’s largest owner supported single-marque car club. Today, BMW CCA has 68 chapters nationwide, with more than 70,000 dues paying members mutually enhancing one another’s BMW ownership experience. As BMW’s most active and vibrant enthusiast organization, the club represents a lifestyle of passion and performance as powerful as the cars our members drive.

Columbus, Ohio Area

Directed a cross-functional team of 30+ professionals across Finance, Marketing, Sales, and Operations to offer customer-focused claims solutions that minimized loss adjustment expenses and compressed cycle times. Served as subject matter expert for insurance best claims practices. Achievements include the following:✦ Generated $2M+ in new channel revenue associated with Claims Solutions.✦ Represented Safelite while serving on panels and delivering presentations at industry conferences.✦ Served as subject matter expert and client advocate in the redesign of customer-facing ADAS (forward facing camera) processes, which eliminated redundancy and led to a three-point point increase in NPS.✦ Created industry-first, self-service solution using an integrated, instant secure claim payment process.✦ Reduced expenses by an average of $300 per claim resulting in a savings of up to $1M annually for clients.

Columbus, Ohio Area

✦ Deliver consultative data insights to current and prospective clients through various means including Tableau.✦ Lead a team of Strategic Account Managers in support of clients through expert solutions knowledge, Industry perspective, and business understanding.✦ Apply business knowledge to predictive analytics solutions developing Industry leading solutions.

Columbus, Ohio Area

✦ Provide consultative services to clients in the auto insurance industry through data analysis and strategy.✦ Recommend strategies based upon individual client opportunities, strengths, and business needs.✦ Create and build claims best practices, workflows, and optimized existing.✦ Provide industry insight to projects and solution creation.✦Aid in product refinement and development.

Columbus, Ohio Area

✦ Identify and quantify opportunities develop action plans and drive corporate auto claims results.✦ Support technical claims functions with analysis of metrics.✦ Create workflows and related best practices with emphasis on regulatory compliance and customer enthusiasm.

Columbus, Ohio Area

✦ Responsible for the day to day operations of 90 associates and managers settling auto total loss claims✦ Partnered with Marketing to increase loss reports from accident scene resulting in two day cycle time reduction✦ Partnered with Workforce Management to optimize staffing and all call metrics to a two year high.✦ Lead the professional development and coach behavior of 12 claim managers and one trainer✦ Collaborated, created and executed action plan resulting in record high Customer Satisfaction and Net Promoter Score✦ Developed and implemented action plan resulting in reversal of 30 unsatisfactory level performers to 5 in one year✦ Partnered with vendors and leaders to achieve 60 day salvage at all time industry low of 10.8% through active planning✦ Collaborated Human Resources to create and deploy a cross functional associate development program ✦ Direct report engagement score of 4.61, top quartile result, indirect report engagement score of 4.16, top quartile result✦ Effectively manage reporting portion for $28 million budget✦ Through aggressive action planning, improved Audit results to 90.77% from 74%, highest levels in Total Loss category.

Columbus, Ohio, United States

✦ Managed vendor relationship and contract with Enterprise Rent-A-Car, a $120 million/year indemnity dollar relationship✦ Piloted and implemented Rental Self Management for shop groups (MSO), reducing operating expense by $200k annually✦ Collaboratively designed process for 1st party rental reservations at first notice of loss, increasing Customer Satisfaction✦ Through collaboration and innovation, deployed the current rental program into Claims Optimization high customer experience✦ Managed vendor relationship and contract with CCC, Inc., an $18 million/year expense dollar relationship ✦ Negotiated 3 year renewal contract with Enterprise resulting in a $3.7 million indemnity savings benefitting customers✦ Partnered with Marketing, Product, Claims to create and deploy “Rental Days Plus”, creating market differentiation and value✦ Led successful pilot and execution of Accumark Advisor, improving customer experience, metrics, and efficiency Led cross functional team to provide rental to members at loss report

Columbus, Ohio, United States

✦ Managed staff of up to 23 people of varying positions from clerical to specialists in Material Damage✦ Responsible for the North Carolina Region’s BRRP performance✦ Out of staffing challenges, aided in the development and execution of “Fast Pay”✦ Led a virtual team that handled over 4,400 claims per month✦ Led one of the teams responsible for the 3rd best audit score ever of 2.02% loss cost opportunity✦ Created structured development planning for my direct reports and others including pairing 9 with their respective mentors✦ Trained multiple regional partners and repair facilities on process, methodology, and benefits of claims centralization ✦ Catalyzed strong relationship between reviewers and field resulting in significantly stronger team relationships

Columbus, Ohio, United States

✦ Delivered & developed Specialty Product training for motorcycle and snowmobile to associates & managers nationally✦ Trained associates in the new Rev 'n Ride insurance coverages✦ Improvised training to accommodate needs of associates & managers in Mitchell Specialty Estimating ✦ Exceeds level delivery of all field training based on instructor evaluations of 1.78 on a two point scale

Sarasota, Florida, United States

Coached the performance of 6 Blue Ribbon facilities which were among the highest in the state KPI rankings: Piloted tow program in repair facilities, significantly reducing Highway Patrol tow charges in 25% of claims with tow bills

Sarasota, Florida, United States

✦ Doubled Collision Center sales and parts sales✦ Attracted and retained 4 direct repair programs✦ Negotiated new contracts with vendors increasing profit and efficiency securing new equipment financed by the vendors

Sarasota, Florida, United States

✦ Implemented Express Collision Repair; a process resulting in a 212% increase in gross profit✦ Held the Toyota record for two years for highest sales increase and highest profit per square foot✦ Designed and managed new pay structure based on technician ability rather than traditional standard, increasing work product efficiency 45%

Education record

Pmp, Project Management