Brian Tucker
Chaska,MN
Summary
Dedicated insurance professional with more than 15 years of experience investigating and processing automobile insurance claims.
Effectively manage multiple, high-priority projects and take pride in providing exemplary customer service.
Motivated professional well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 20-year background maintaining customer satisfaction and contributing to company success. Proficient in CCC1 and Audatex and Mitchell conversions. 30 Pus years in the auto dealership and body shop industry from sweeping floors to upper management project leader.
Overview
19
19
years of professional experience
Work History
Customer Service Manger
Luther Bloomington Collision And Glass
Bloomington, MN
12.2019 - Current
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Followed through with client requests to resolve problems.
- Created customer support strategy to increase customer retention.
- Collaborated with multiple vendors and Direct repair partners to improve customer service processes and support structures company wide.
- Built strong local contact base for multi repair opportunities for returning customers
- Built usage shops use of Google reviews to strengthen our local footprint in our market to promote growth
- Coordinated resolutions for more than 10 daily customer inquiries while consistently achieving performance targets
Customer Service Manger
Lehman's Garage ( Abra )
Chaska, MN
10.2017 - 11.2019
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Worked hand in hand with multiple insurance companies to resolve damages to motor vehicles
- Managed files from start to finish with Direct repair and non-direct repair vendors.
- Maintained high Google rating and customer service record with clients
- Managed department call volume of 20 calls per day and coordinated department schedules to maximize coverage during peak hours
Physical Damage Claim Field Senior
American Family Insurance
Eden Prairie, MN
09.2002 - 09.2017
- Analyze claims to determine extent of company's liability, make approval or denial decisions and negotiate settlements with claimants in accordance with policy provisions
- Collaborate with insurance agents and interview claimants to correct errors, rectify omissions and investigate questionable issues
- Completed more than 21,500 claims throughout tenure
- Provided optimum service to policyholders, negotiated fair settlements and identified fraudulent claims
- Achieved highest number of inspection appointments (out 6 colleagues in unit) for past 4 years
- Selected by supervisor to assist with file closures; resolve complex claims-processing issues; and monitor claim status updates
- Maintained superior quality rating of 100% in file handling and claims resolution over 10 year period, exceeding 95% departmental goal.
- Documented vehicle damage and submitted photographs and in-depth reports to claims department for effective processing.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
Education
High School Diploma -
Chaska High School
Chaska, MN05.1991
Skills
- Customer Relationship Management Software (CRM)
- Fluent in CCC1 estimating, Audatex estimating software and Profit management software
- Highly organized
- Upselling and internal department outsourcing
- Excellent time management skills
- Team Building
Timeline
Customer Service Manger
Luther Bloomington Collision And Glass
12.2019 - Current
Customer Service Manger
Lehman's Garage ( Abra )
10.2017 - 11.2019
Physical Damage Claim Field Senior
American Family Insurance
09.2002 - 09.2017
High School Diploma -
Chaska High School