Nick Marshall Email & Phone Number

I coordinate with multiple teams to handle complex projects for our bustling contact center, supporting a large user base. Specializing in telephony, I manage projects across different lines of business. Working within Agile Methodology, I juggle multiple projects simultaneously while keeping everyone in the loop. Partnering with UX team and Engineering to ensure the best customer experience possible.I have extensive experience in tuning natural language and IVR systems to enhance the customer experience.I develop comprehensive training materials and manage knowledge library pages, offering training, support, and troubleshooting for phone software and systems, aimed at supporting the entire Claims organization.I ensure effective communication with stakeholders at all levels, providing regular updates through written and verbal communications.

Draper, Utah

I manage fourteen employees across three groups that have many different functions. My teams do everything from assisting adjusters by preparing injury demand packages to handling subpoenas and processing payments for legal invoices. In addition to my daily duties leading three teams I also handle compliance for our office. This includes running daily, weekly and monthly lists to review for compliance, reviewing duplicate payments, SOX reports and being responsible for escheated checks.

I started working for Allstate as a liability adjuster. This position included investigating auto accidents through recorded statements, scene review, examination of state statutes and determining liability. I quickly learned the ropes and moved up and began handling injury claims with third party Claimants. This required a great deal of empathy and customer service skills. After another short period of time I was able to promote again and work in the represented bodily injury unit. This presented new challenges and has allowed me to utilize my analytical skills. I am able to efficiently manage 200+ pending claims at a time. The claims that I handle in this group have a lot of ambiguity and require a high level of decision making. I have been trusted and successful in settling claims of $100,000 including driving under the influence, surgery, traumatic brain injuries, permanent injuries, impairment, death and more.