Tom Smith, Cpcu, Clu, Chfc Email & Phone Number

United States

Database design, programming and management. Software projects focused on the financial services industry. Mission critical data conversion to online database solutions

Lead ten-person team in the high-quality processing of PIP / MPC claims. Reviewed claim files, applying knowledge of auto claim policies, statutes, laws, regulations, programs, practices and procedures to provide guidance on accurate and compliant claim handling. Made decisions and provided direction regarding policy provisions. Served as a resource for standard claim processes and assumed responsibility for adherence to workflows / processes, and remarkable customer service. Handled escalated inquiries including complaints. Served as a resource for Company policies and external requirements for claims involving litigation. Lead team meetings using relevant metrics to drive productivity and service level commitments. Developed, mentored,coached,counseled,and evaluated team. Served as a liaison between PIP / MPC and other claim segments and participated/ lead project teams.• Collaborated in the development of a Six Sigma approach to address inconsistency between teams. Process included day-to-day coaching, training and monitoring / tracking of responses reducing response times by 30 percent, improving cross-team service and enhancing customer experience.• Led training and implementation of new automatic payment system. Developed, trained and measured processer use increasing utilization by 40 percent, reducing expenses, decreasing turnaround time for claim payments and vastly increasing customer satisfaction. • Identified a top performer to consolidate processing of Medicare requests improving compliance, reducing response time and increasing productivity.

Supervised and motivated 12-person team in navigating the unique challenges of total loss processing. Monitored claim work to ensure compliance with policies, internal processes, consistency and State salvage and title requirements. Served as a resource and provided direction for complex technical and procedural questions. Coached, developed, evaluated and managed performance of team.• Selected as one of three leaders to develop the Central Claims Office start up to address total loss claim challenges. Hired, trained, developed and coached team members to guide customers through the total loss claim journey reducing cycle time by five days, decreasing salvage processing time by 90 percent and reducing titling errors by 50 percent.• Trained, developed and coached team to enable efficient, high-quality process achieving ambitious goal of processing all total loss claims and salvage for the entire market area within one year.

Led a team of 12-15 claim employees to deliver the best possible service to all customers. Devoted significant time to training new to role employees, coaching, monitoring phone calls, regular feedback and performance reviews to support team success. Performed oversight of day to day claim work to ensure adherence to policy and legal compliance, payment accuracy, customer service expectations, processes and procedures, and follow up to fill gaps in knowledge. • Collaborated on project team to consolidate 14 offices into the Kalamazoo office to service Indiana and Michigan in 12-18 months. Partnered to hire, select, train, coach and develop employees and workflows from the ground up to best serve customers seamlessly transitioning the new alignment while increasing consistency, quality and productivity.PRIOR PROGRESSIVE POSITIONSAuto Estimatics SupervisorClaim Supervisor – Auto PropertyClaim Representative – Auto PropertyAuto EstimatorMaterial Damage AppraiserAutomotive Body Manager

Associate Of Science (As), Auto Body Repair

Bachelor'S Degree, Automotive And Heavy Equipment Technology