Customer Service Commercial Property

Michael Gallagher

631-***-**** ad7rxg@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• 10+ years in several claim operations (Residential & Commercial Property, Farm & Ranch, Auto)

• 7+ years of experience handling Residential and Commercial Property losses for multiple jurisdictions,

• including, ID, CO, WA, MT, OR, AZ, NM, UT, and WY

• 3+ years of training and development experience with different businesses

• Experience with Microsoft Excel in regards to data analysis, reporting, and fact gathering

• Customer Service award winner for Quarter 2 and Quarter 4 of 2015 and Q1 of 2016

• Consistent top scores on customer surveys

• Acted as a backup to a Team Manager when out of the office

• Assisted in the development of the Liberty Lake campus transition to LMS when they deployed the operation in

• July of 2013 moving me from my LMS Coach role in the NY No-Fault office to the Liberty Lake No-fault office

• Six Sigma Yellow Belt

• Various classes taking, including Project Management, Presentation Skills, Conflict Management, Managing

• Challenging Behaviors, Managing in a Lean Environment, Foundations: Claims TM Orientation EXPERIENCE

April 2023 – Present

Progressive – Fire & Theft Representative

• Oversees vehicle inspections for fire, theft recovery losses, and vandalism damage & ensure that all damage is consistent with the report of loss and verifying all timelines.

• Completes thorough recorded statements of all potential claiming parties and material parties.

• Utilizes appropriate tools to verify information.

• Consults with agents, witnesses, law enforcement, fire department personnel, vehicle service providers, and forensic specialists.

• Recognizes method of entry, method of theft, fire patterns, incendiary possibilities, property condition, and potential subrogation opportunities.

• Determines if the attributes of a claim require referral to SIU or consultation with an outside forensic expert and/or legal review.

• Work with SIU regarding regulatory reporting of suspect claims reporting. March 2022 – April 2023

Grange Insurance

Senior Property Adjuster II

• Analyzed and determine coverage for property losses of various perils including, Wind, Hail, Fire, and other

catastrophic losses, with exposures up to $100,000

• Interact with policyholders, agents, claimants, contractors, independent adjusters, public adjusters and other

vendors/partners to facilitate accurate, prompt claims resolution.

• Provide Ethical, Responsive, Personal and Efficient claim service.

• Adjustment of low/moderate for farm, commercial and home property claims. May 2017 – March 2022, Mutual of Enumclaw

Senior Property Claims Adjuster

• Handle Residential Property, Condos, Commercial Property & Farm claims

• Was one of the initial employees of Mutual of Enumclaw’s inside property team

• Trained new employees as “mentor” onboarding them into our unit and team

• Created guideline and outline of job position over the course of a few years

• Provide Ethical, Responsive, Personal and Efficient claim service.

• Adjustment of low/moderate or high complexity multi-line property claims.

• Served as Subject Matter Expert in numerous projects and pilots including new software, claims estimation

software, and processes

• Was the initial adjuster on the COVID claims team

• Interact with policyholders, agents, claimants, contractors, independent adjusters and other vendors/partners

to facilitate accurate, prompt claims resolution.

• Effectively manage workload while maintaining focus on claims quality and timely customer service.

• Recognize and refer claims for subrogation and fraud potential.

• Conduct investigations of damaged property or accident scenes, and direct vendors in such activity.

• Served as a claims technical resource.

July 2009 – May 2017, Liberty Mutual / Safeco Insurance, Liberty Lake, WA Property Claims Resolution Specialist II

• Determine Coverage for Losses for Homes, Condos, Rental Properties, and other structures

• By writing Estimates for repairs to homes and other structures such as fences, windows, and garages, assisted insureds with home repairs efficiently to get them back into their homes after a loss.

• Assist customers with vendors such as Water Restoration, Fire Restoration, and other specialists to return home to pre-loss condition and to mitigate further damages.

• Led Continuous Improvement huddles

• Assisted with process walks to identify gaps in workflow and encourage CI suggestions

• Assisted in RCPS sessions identifying problems and root causes

• Customer Service award winner for Quarter 2 and Quarter 4 of 2015 and Q1 of 2016

• Consistent top scores on customer surveys

• Process personal property claims for thefts and damages to personal contents

• Assist with relocating insured’s whose homes are uninhabitable

• Issue timely payments once claims are settled

• Work with agents to make sure customers’ needs are met

• Settle claims within 10 days to ensure speedy claims processes No Fault Lean Coach

• Conducting Process Walks, Team Huddles, and Office Hours for claims questions and other related matters.

• Facilitated Tier Huddles for the Lean Coach team

• Acted as a Lean subject matter expert to the Farmingdale & Liberty Lake Office through facilitation of trainings

• and Single Point Lesson Plans of Lean concepts and terminology.

• Was the first Lean Coach in the No Fault Operation and assisted in the new operation’s roll out of LMS

• Rolled out trainings such as A3 Thinking, Lean Basics and other Lean related subjects for claims offices.

• Assisted and lead projects for the Product team and the local field offices.

• Assisted in creating Standard Work for the Field and helped train to the Field how to utilize it

• Facilitated the Continuous Improvement meetings on a weekly basis discussing improvement suggestions,

• Facilitated Root Cause Problem Solving events

• Actively participated in improvement efforts, identifying ways to eliminate waste to improve efficiency within the

• team and organization looking to generate ideas

Senior Claims Auto Liability Representative

• Negotiated liability for auto accidents.

• Setting up Field Assignments that sent out Auto Damage Adjusters to inspect vehicles and assess damage

• Issued and followed up on Denials and Disclaimers

• By negotiating Auto appraisals with other carriers, I was able to save the company over $100,000/year in

• overcharged estimates.

• Handled Subrogation Claims

• Took Accident reports from policy holders and others involved and advised them of their policy coverage

• Handling “shared liability” files and deciding liability for each party

• Handled Arbitrations

December 2005 – April 2009, GEICO

Auto Liability Representative

• Handling and managing personal auto claims

• Setting up Field Assignments that sent out Auto Damage Adjusters to inspect vehicles and assess damage

• Issued and followed up on Denials and Disclaimers

• Handled Subrogation Claims

• Negotiated liability for auto accidents.

EDUCATION

Hofstra University

• BA – Management Information Systems - In Progress Nassau Community College

• A.A. Liberal Arts Social Science

• Graduated August 2012

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