William "Bud" Dunn, Aic, Cbcp Email & Phone Number

United States

Woodbridge, Nj, Us

Independent consultant for Insurance Claims and Operations, including all aspects of Commercial and Personal Lines (Claims Adjusting and Management, Shared Services, Customer Experience, Workflow Analysis, Process Improvement, and Business Continuity)

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

New York, Ny, Us

Multinational responsibility for oversight and results of the Shared Service Claim Processing Centers for Chartis/AIGPC Claims. Oversight locations included Olathe, KS; Alpharetta, GA; Bogota, COL, Manila PHL; and Kuala Lumpur, MYS. Collective staff oversight was approximately 1300 employees. Directed ongoing utilization of global resources to ensure cost effective results in compliance with business partners’ requirements.• Redesigned work processes and productivity expectations that resulted in a 24% increase in productivity across all locations, reducing headcount by 16% despite being in a growth mode.• Implemented a robust and consistent performance management process to ensure that appropriate production and quality standards were maintained.• Took over loss notice intake function from outside vendor, reducing expenses by $800k annually and improving timeliness and quality.• Managed office consolidation to effect elimination of $87k in monthly rent and reduction of build out costs of $2.4m.Guided development of claims experience assessments, Voice of Customer surveys, complaint documentation and analysis, customer and workflow journey mapping, gap analysis and improvement plans. Automation tools developed and utilized include robotics, straight through processing, automated payments, document handling and optical character recognition.Responsible for converting the Customer Experience strategy into quantifiable benefits.Led the design and implementation of a business continuity management process for all AIG Property/Casualty entities in the Americas and Asia/Pacific Claim Processing Centers.

New York, Ny, Us

Responsible for the oversight and technical results for Chartis Primary Claims (all lines) in the Western Zone, headquartered in Overland Park, Kansas. Managed 24 offices and approximately 1200 employees covering a 31 state area, with an annual operating budget of over $200m.• Completed restructuring of organization, consolidating 5 former regions into a single zone, eliminating two layers of management and closing 11 offices.• Built and maintained consistent claims protocols throughout the Zone.• Lead the design and implementation of a paperless claim handling environment, reducing operating costs by 31%.• Responsible for workflow redesign, compensation analysis, capital budget planning and statutory compliance.

New York, Ny, Us

Responsible for all technical and financial results of the Southwest Region, headquartered in Dallas, Texas. Managed 8 offices and approximately 400 employees, covering an 8 state region with an annual operating budget of $25m.• Implemented workflow and management initiatives which increased efficiencies and reduced staffing by 19%, while improving claim quality results by 4%.• Built and maintained strong partnerships with underwriting and the brokerage community. Executive overseer of key accounts such as Walmart, JCPenney and J.B. Hunt.• Successfully designed and developed staffing models for Property & Casualty and Workers’ Compensation, and oversaw loss portfolio transfer protocols and national critical success goal and file review initiatives.

New York, Ny, Us

Worked directly with the Regional Vice President in the operation and management of the Southwest Region. Developed and implemented various national initiatives for Workers’ Compensation and Property & Casualty. Recipient of the AIG Claim Services President’s Award for Outstanding Achievement in 1999.

New York, Ny, Us

Hartford, Connecticut, Us