Customer Service Quality Assurance

BILLY (TODD) KERSHNER

Security Professional

786-***-**** Port St. Lucie, FL ************@*****.***

LinkedIn Profile

SUMMARY

Dedicated and resourceful professional with a strong background in claims management, seeking to transition into the security field. Proven ability to assess situations quickly, enforce compliance with regulations, and deliver exceptional customer service. Experienced in managing teams, ensuring safety protocols, and maintaining accurate documentation. Recognized for strong communication skills, leadership, and a commitment to upholding company standards.

AREAS OF EXPERTISE

Safety & Security Protocols

Risk Assessment & Management

Compliance & Regulatory Standards

Emergency Response Planning

Customer Service & Communication

Leadership & Team Management

Incident Reporting & Documentation

PROFESSIONAL EXPERIENCE

UNIVERSAL NORTH AMERICA, Sarasota, FL

Claims Manager 2022-Present

Oversaw compliance with state regulations and company policies, ensuring a secure and efficient claims process.

Managed multiple priorities and complex scenarios, demonstrating strong situational awareness and decision-making skills.

Developed and implemented training programs focused on safety protocols and quality assurance, fostering a culture of security and accountability.

Acted as a corporate representative during audits and compliance checks, ensuring adherence to safety standards.

SEIBELS, Columbia, SC

Technical Claims Advisor 2021-Present

Claims Manager 2017-2021

Handled escalated customer complaints and ensured swift resolutions, showcasing excellent communication and problem-solving skills.

Conducted quality assurance reviews to maintain compliance with regulatory standards, promoting a safe working environment for staff and clients.

Managed a large team, emphasizing the importance of security practices in daily operations, and instilled a strong sense of responsibility among team members.

HERITAGE PROPERTY & CASUALTY INSURANCE COMPANY, Sunrise, FL

Claims Manager 2015-2017

Led a satellite claims office, focusing on operational security and compliance with Florida’s strict regulations.

Recruited and trained staff on safety procedures and emergency response, enhancing the team's preparedness for various situations.

PEOPLE'S TRUST INSURANCE COMPANY, Deerfield Beach, FL

Claims Manager 2013-2015

Implemented fast-track processes for claims, reducing response times while ensuring safety and compliance with industry standards.

MILITARY SERVICE

United States Army Corporal

Honorable Discharge with Expert Infantry Badge; served in the 82nd Airborne Division.

Awarded Army Achievement & Good Conduct Medals for exemplary service and adherence to safety protocols.

EDUCATION

All Lines Insurance Accredited Claims Adjuster Florida Department of Insurance

Insurance Property Estimating School Vale Tech Property School

Effective Public Speaking Dale Carnegie Course

CERTIFICATIONS

CPR & First Aid Certified

Security Guard License

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