Tom Dirusso Email & Phone Number

King Of Prussia, Pa, Us

Wayne, Pa

Wayne, Pa

Reporting to the Vice President of Asset Management Assurant Solutions businesses develop, underwrite, market and administer mobile protection products and services, extended service contracts and other risk management solutions through collaborative relationships with leading telecommunications companies, manufacturers, financial institutions, online and in-store retailers, automobile dealers, funeral homes, other entities. • Manage the asset recovery and logistics program on a day to day basis for an account that generates $1.5-$2 Billion in revenue annually.• Partnered with IT to reconstruct and enhance the device receipt reconciliation process saving over $1 Million in adjustments annually.• Led the collaborative effort with IT to develop the bulk upload process, enabling team to manage ever growing device portfolio more efficiently and accurately.• Implemented 4 client promotions on short notice which led to an average response rate increase of 30%.• Business lead on 8-month project implementation with client.

Wayne, Pa

Account Management (March 2000–April 2014) Reporting to the Chief Customer Experience Officer (CCEO) Managed most profitable account on day to day basis within Assurant Mobile Services ($30-$40 Million annually).  Led implementation team for new extended service program - Device Protection Plus which added ~$3-5 Million in revenue annually and reduced claims cost by about 15%. Implemented and managed direct mail Asset Recovery Program, which yielded unprecedented response rates of 8-12%. Created knowledge base documents and launched technical call center. Partnered in launch of Battery Swap Program which was first of its kind and added over $1 Million in revenue annually. Maintained a 97% adherence rate over 5 years, for 14 program SLA’s that carried financial penalties. Developed Save Program to drive additional revenue and assist client with customers that did not have coverage – added ~ $2M in revenue annually and increased customer satisfaction. Developed training materials for client’s learning management system. Developed “Best Replacement” Matrix to handle equipment migrations to preserve program integrity. Worked with independent survey company to develop questionnaires to report and monitor customer satisfaction. Direct account support team to ensure escalations are expediently processed and tracked. Collaborated with team in launching Phone Replacement Program for company’s “high end “clientele.

Responsible for developing new procedures for processing claims and creating new training material for internal staff. Coordinated and conducted both new hire and on-going training. Wrote first formalized training manual for the claims department.Developed testing for graduating classes.Developed surveys to identify training needs of new employees.Developed electronic Billing Verification template and processing procedures.

 Developed training materials and reporting based on measurable metrics. Acted as liaison between The Signal and clients.  Created and consistently maintained a positive rapport with client across all markets.

Reporting to the Claims Manager. Directed the day to day activities of 15 employees. Monitor, report and evaluate performance of staff on incoming calls and customer service skills. Developed and implemented new procedures. Researched customer complaints and investigated discrepancies for possible fraud. Researched claims for accuracy. Maintained positive relationship with clients and promoted a positive work environment. Responsible for hiring, training and the processing of payroll. Acquired Agent’s license for Property and Casualty Lines.Developed and wrote the equipment “Survival Guide” manual.Developed and wrote a manual setting guidelines and procedures for outside distributors.Developed procedures for the handling of escalations via a dedicated account mailbox.Developed the electronic estimate of repair.

Reporting to the Claims/Call Center Supervisor. Responsible for processing inbound calls from customers filing claims. Navigated customers through the claims process to ensure that their needs were met, consistent with the company’s policy and in a manor that contributed to achieving the overall profitability goals of the company.