Wayne Knapp Email & Phone Number

I have over 15 years of professional leadership and coaching skills. This is in addition to having a strong business/insurance and communication acumen. I’m a change champion that is very adaptive to working remotely while also maintaining a strong work ethic. Very goal oriented.

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  Manager - Virtual Triage Adjuster

  Allstate

  Jan 1998 - Present - Elkridge, Maryland

  Customer Service:• Ensures and enables staff to maintain a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met• Manages and resolves escalated customer communications, concerns, conflicts or issues• Reviews customer satisfaction results; celebrates achievements and develops and directs business unit action plans as needed Supervisory/People Management:• Creates a productive and supportive work environment of highly engaged employees who create highly satisfied customers• Ensures understanding of business objectives, results, processes, etc. with their direct reports• Reviews employee work quality and interactions with customers through conducting sit-a-longs and file reviews• Manages staff and effectively uses performance management to improve and/or reward employee performance• Participates in checkpoints, goal setting, and PDS's• Completes performance corrective action plans and coaching employees on performance or behavior opportunities• Interviews potential employees• Monitors staffing levels and workloads• Effectively coaches and provides development/career guidance for direct reports• Administers company Human Resources policiesAdministration and Operational Management:• Ensures compliance to company, state, and federal compliance rules and regulations• Participates with leadership in developing strategies for operational improvement• Defines, analyzes and tracks department, section, and/or unit measures• Analyzes unit reports and supports the achievement of business unit objectives• Identifies issues and potential solutions on all aspects of the claims business• Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy• Assesses and addresses unit needs for training and development• Provides coaching/mentoring and feedback and proactively uses claim technical expertise to train

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  California State University-San Bernardino

  Marketing