Rod Marshall, Aic-M, Ains Email & Phone Number

Hoffman Estates, Illinois, United States (Remote Henderson, Nv)

Responsible for creating deep collaboration with Insurance industry stakeholders, developing, and cultivating strong relationships at both senior levels and working levels. Drive objectives by building collaborative/productive/value-based relationships addressing the industry’s technical needs and mutually benefit the Insurer and I-CAR. Account management to address Insurer’s needs and manage customer support initiatives to enhance customer satisfaction.Serve as a brand ambassador for I-CAR, representing the organization professionally within the Insurance segment and across the industry to advance I-CAR’s vision, mission, and strategies.Partner across the organization (marketing, product management, Volunteers, and Instructors) to develop an end-to-end strategy to achieve annual SDM (Strategy Deployment Process) metrics including revenue goals, strategic segment enhancements, collaboration initiatives, and customer/stakeholder success targets. Drive ongoing execution and continuous improvement/refinement based on active monitoring of relevant KPIs and results.Builds relationships with Insurance Claims leadership, including Training and Network Management, and Marketing, Legal and Product Development/Planning departments, as needed.Ensures all Insurer network programs are strategically managed and network initiatives are properly supported and executed. Coordinates with Insurers to ensure network shops remain current on Gold Class renewal requirements.

Las Vegas, Nevada Area (Remote)

Operational oversight of an auto physical damage department of 90+ employees composed of supervisors, inside adjusters and outside adjusters handling claims in multiple states.Responsibilities include development and implementation of processes which positively impact claims handling accuracy, employee productivity, customer service, and employee engagement. Involved in many activities in the Las Vegas Operations Center promoting leadership development, employee engagement and teamwork. Served as the Executive Sponsor of the Regional Diversity Council for 3 1/2 years which successfully launched 4 ERGs and furthered the company's business initiatives in this space. Currently sponsor the Volunteer Committee and Aspiring Leaders Development Program.Other responsibilities include supervisor development, hiring/recruiting, performance management, leave management, management of an annual operating budget, workforce management and phone management.Regularly participate as both a project leader and team member in many high level projects designed to improve the overall effectiveness of the entire claims organization.Proficient in CCC and Mitchell estimating platforms.Prior Positions at CSAA IGClaims Service Manager- December 2013 to November 2014Senior Claims Service Manager - November 2014 to November 2017Operational oversight of a insurance claims department with 2 managers, 17 supervisors and 120 claim representatives which handle approximately 130,000 claims per year. Responsibilities include development and implementation of processes which impact claims handling accuracy, employee productivity, customer service, and employee engagement. Recent department accomplishments include:• Service Index improvement of 11%. • Sustainable Engagement Index Improvement of 21%. Four straight years of improved results.

Las Vegas, Nevada Area

Claims Manager, Las Vegas Service Center & Nevada Managed Repair - January 2013 – December 2013Claims Manager, Nevada Managed Repair - January 2012 - December 2012Claims Manager, Las Vegas Claims Service Center - January 2010 – December 2011 Claims Supervisor, Eastern Washington Managed Repair - September 2008 – December 2009 Claims Supervisor, Greater Washington Direct Repair Network - July 2006 – August 2008 Claims Supervisor, Injury Team - September 2002 – June 2006 Injury Claims Specialist – November 2001– August 2002 Special Investigator III – September 1999 – October 2001Claims Representative - October 1996 – August 1999 Held multiple positions in both leadership and individual contributor roles across a variety of functional areas within the claims organization. • As an Auto Physical Damage Manager, received 4 straight "exceeds" corporate quality audits which measured estimate accuracy.• Won two National Customer Service Awards as a Service Center Manager for having the highest Net Promoter Score amongst all centers in the West Zone. • Received multiple "exceeds" performance evaluations as an individual contributor and seven straight as a leader. • In leadership roles, consistently improved work environment indexes.• Consistently improved direct repair shop performance in estimate accuracy, cycle time and quality measures. In first two years as a physical damage manager, reduced average repair cycle time by 27%. Repair quality indexes improved by 15% over the same time period. • Worked on many high level process teams designed to improve operations across several business units in various functional areas. Served as a project leader on multiple process teams. • Commercial Claims coverage liaison • Managed Multiline claims adjusters both as a supervisor and a manager to include boat, motorcycle and RV.• Served as a customer service process leader for two years.• Founded and served as President for the Spokane, WA chapter of IASIU.