Customer Service Manager
Resume:
DENNIS L. SHARPTON
Beaumont, Texas 77706
Cell 409-***-****
Home 409-***-****
abm1m6@r.postjobfree.com
OBJECTIVE
General Management
SUMMARY
Accomplished professional with more than 17 years of experience, 13 of
which are in leadership roles. Recognized as a proven strategic and
tactical leader with tangible results influencing quality, customer
service, work environment and productivity. Highly innovative and
collaborative solutions finder who facilitates conflict resolution and
problem solving to achieve optimal results. Demonstrated ability to hire,
train, motivate, mentor, coach employees for improved performance and
retention. Acknowledged as a skilled communicator, both written and oral,
who is successful establishing rapport with individuals at all levels of
the organization to accomplish objectives. Possess technical skills
including substantial experience investigating, evaluating, negotiating and
resolving property and injury automobile claims.
PROFESSIONAL EXPERIENCE
RAZOR'S EDGE CONSULTING, LLC 2009 - 2010
Consultant - Beaumont, Texas (2009 - present)
Razor's Edge provides practical, actionable consulting on every aspect of
insurance. We provide the property and casualty industry complete
organizational assessments or targeted analysis relative to a very
specific or narrow business issue you may have. We have very current
"real world" strategic and tactical experience and focus on what areas
you could improve upon right away. We provide a tactical operational plan
to get better now. Our focus is on process and organizational risks and
we provide diagnostic review services and claims modeling.
PROGRESSIVE INSURANCE 1994 - 2009
Claims Assessment Manager - Beaumont, Texas (2008 - 2009)
Responsible for identifying, assessing and resolving key business
problems that presented a risk to the national claims organization.
Primary focus was on claims quality, customer service, work environment,
and productivity opportunities.
. Led the cross-functional project team (Claims and IT) that successfully
developed the 2009 claims quality assurance tool used to assess claims
performance within the newly modified Progressive Claims Service 2.0
operating strategy. Improved the accuracy and efficiency of quality
assessments related to individual contributors. Delivered the national
tool on-time for the first time ever.
. Investigated and assessed barriers to obvious total loss productivity
opportunities. Discovered data errors that resulted in improved accuracy
of results by 24%. Recommended and obtained acceptance on process
changes which improved communication and are expected to boost
performance by 49%.
. Completed compliance assessment to identify root causes that negatively
impacted injury coding performance. Identified process recommendations
which improved reserving performance and reduced financial risks
associated with inaccurately reserved injury claims.
. Assessed compliance related to internal and external "consent to record"
requirements. Identified high risk organizations and recommended process
changes that significantly reduced legal exposure.
. Established new working relationships with leaders throughout the
organization to successfully collaborate and influence results. Focused
on key relationships that improved early success of the team.
. Hired, mentored and managed two Field Assessment Specialists who were
part of the new team.
Regional Claims Manager - Lafayette, Louisiana (2006 - 2008)
Responsible for leadership of the claims organization in West Louisiana,
including five branch locations and a staff of approximately 70 employees
comprised of branch managers, team leaders, claims representatives,
network representatives and support staff. Responsible for controlling
cost associated with a $10 million annual operating budget and $40
million indemnity budget.
. Maintained quality and customer service within the network repair channel
(key strategy) at a high-meets to exceeds expectations level while
reducing repair cycle times by 10% and improving efficiency by 24%.
. Improved total loss resolution speed by over 300% while improving total
loss accuracy metrics.
. Improved front-end injury handling which reduced injury inventory by 23%
and attorney representation rate from 19% to 4%, during a time when net
injury volume increased 3.5%.
. Lowered claims inventory and improved leader to staff oversight ratios,
thereby increasing productivity by 11% and employee satisfaction by 11%.
. Coached, mentored and developed 60% of managers into more significant
leadership roles.
Claims Manager III - Houston, Texas (2003 - 2006)
Responsible for providing day-to-day administrative and technical
supervision to a staff of more than 40 people; including branch managers,
team leaders, and claims representatives.
. Consistently led branches under management control to be top performers
related to the sale of our concierge level of claim service.
Transformed the lowest performing branch into the highest!
. Improved organizational structure which led to increased productivity,
improved work environment and higher customer service.
. Improved internal claims quality index by approximately 15% in one year.
. Developed more than 50% of direct reports into more significant
leadership roles.
Claims Manager II - Oklahoma City, Oklahoma (1999 - 2003)
Led a staff ranging from 15 to 30 including team leaders, claims
representatives, and support staff.
. Hired, trained and developed a significant number of claims
representatives and team leaders which more than doubled the size of the
local branch in less than one year.
. Mentored and developed a manager and team of claims representatives to
open a stand alone branch in Norman, Oklahoma that better served
customers in the southern part of our Oklahoma City territory.
Claims Manager I / Team Leader - Little Rock, Arkansas (1996 - 1999)
Responsible for providing day-to-day administrative and technical
supervision for up to ten claim representatives and support staff in
three branches.
Claims Representative - Beaumont, Texas (1994 - 1996), Little Rock,
Arkansas (1996)
WADDELL & REED FINANCIAL SERVICES 1992 -1994
Registered Representative - Beaumont, Texas (1992-1994)
Assisted clients with their financial planning needs and satisfied client
needs through 100% commission-based sale of financial products, requiring
completing and maintaining relevant agent and securities licensing.
EDUCATION
Completed 24 hours towards MBA - University of Oklahoma - Norman, Oklahoma
(2001 - 2002)
B.B.A. General Business - Lamar University - Beaumont, Texas - 1992
TECHNICAL SKILLS
Microsoft Office
Lotus Notes
Mitchell's Ultramate
CCC Pathways
ADP
Claims Outcome Advisor (COA)
Licensed Claims Adjuster (Texas and Louisiana)
ADDITIONAL EDUCATION & TRAINING
"Writing for Action" - Boyer Communications Group (2009)
"Project Management Fundamentals" - Progressive (2008)
"Claims Development Systems Implementation-Train the Trainer" - Progressive
(2007)
"Commercial Auto Casualty Leadership" - Progressive (2006)
"Taking the High Road-Managers" - Progressive (2006)
"High Performance 3: Results Based Leadership" - Progressive (2000)
"Targeted Selection" - Development Dimensions International (2000)
"Keys to Effective Presentations" - International Insurance Institute, Inc.
(2000)
Led and participated in extensive additional internal Progressive training
and other required continuing education
Contact this candidate