Adrian Evans
Macon,GA
Summary
Experienced and accomplished Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts and implement company procedures. Excellent communication and listening skills. Provide leadership and vision which drives teams to meet goals
Overview
8
8
years of professional experience
1
1
Certification
Work History
Centralized Services Supervisor
GEICO
03.2016 - Current
- Successfully manages a centralized services team at GEICO, overseeing the processing of insurance claims including supervising all claim activities to ensure compliance with management and regulatory guidelines, as well as ensuring that quality standards were upheld while consistently motivating and driving performance
- Spearheads training workshops for team members for upcoming procedural or company changes, ensuring compliance and a confident understanding of material
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Maintained a strong customer focus by handling escalated customer complaints and resolving issues efficiently and with exceptional and personable customer service
- Monitored workflow to improve employee time management and increase productivity
- Fosters effective communication and collaboration amongst other members of management as well as other departments in order to promote a coordinated and cohesive work environment
- Facilitated open and honest communication with a transparent-style leadership in order to build rapport and enhance work productivity
- Maintains a strong understanding of insurance industry regulations and ensured that all legal and departmental policies and procedures are adhered to consistently
- Efficiently resolved escalated and complex customer complaints,maintaining high levels of customer service and customer retention
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional 30, 60, or 90 day development plans
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed
- Upheld high ethical standards, ensuring that all decisions made were in alignment with the company's values and principles
- Thrives in an extremely fast-paced environment, adapting to and overcoming challenges, while also teaching my team how to do the same
- Prioritized the well-being of team members, continuously pushing the importance of mental health and a healthy work-life balance, in order to promote a supportive work environment
- Demonstrated flexibility in response to change within the department or company
- Successfully provided mentorship, guidance, and support to team and non-team members to enhance skills and drive performance, as well as to contribute to the overall success of the team, department, and company
Centralized Services Supervisor Prep Program (SPP)
GEICO
08.2021 - 01.2022
- Applied and was accepted into the Supervisor Prep Program (SPP) at GEICO, a leadership program designed to teach strong leadership skills and gain experience in how to confidently and effectively manage, motivate, and drive performance
- Actively participated in corporate-level training workshops, collaborating on team projects and presenting them aloud in a group setting to obtain feedback for improvement
- Shadowed other members of management to receive a hands-on approach and adopt best practices to apply to my own style of leadership
- Upheld ethical standards in interactions with both customers, trainers, and team members
- Demonstrated flexibility in handling diverse associates and customers
- Built expertise in effectively identifying customer issues and promptly forming a solution to ensure a seamless customer experience
- Demonstrated commitment to the organization's core values, leading by example and fostering a culture of excellence
Centralized Services Coach
GEICO
05.2018 - 08.2021
- Responsible for taking my own departmental and procedural knowledge and providing coaching and feedback to new-hire associates in training
- Successfully identified areas of opportunity and developed individual weekly coaching plans with measurable and specific action items in order to reach and exceed department goals
- Monitored teams performance and provided immediate, on the spot coaching in order to achieve department production goals
- Established a work environment heavily centered around accountability and positivity, building rapport and trust to help motivate and drive performance
- Handled escalated customer complaints efficiently and accurately, ensuring legal industry and departmental standards are upheld while ensuring a positive customer experience
- Responsible for leading twice-daily team meetings to explore observed learning opportunities and identify team knowledge gaps
- Successfully created materials to improve training including quality quizzes, critical thinking exercises, and roleplay activities
- Developed trackers using spreadsheets in Excel to track and review teams performance
- Identifying associates consistently not meeting standards and provide additional one-on-one support to establish the root cause and give instruction, guidance, support, and disciplinary action when needed
- Held daily individual one-on-one meetings to check in with team members and address any questions, concerns, and feedback from evaluations
Accident Tow Dispatcher
GEICO
03.2018 - 05.2018
- Handled the towing of vehicles involved in accidents for GEICO, coordinating tow trucks' arrival to accident scenes efficiently and accurately
- Collaborating with EMS responders, police and state patrol, as well as tow companies to ensure timely delivery of post-accident vehicles from the accident scene to a body shop or tow lot
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes
- Provided exceptional customer service to callers, remaining empathetic and patient during emergencies
- Maintained updated and detailed records of calls in physical and electronic database
- Reduced errors in dispatch logs by implementing a thorough double-check system for all entries
- Stayed up-to-date on state-specific towing regulations and insurance standards, ensuring that all dispatch activity complied with legal requirements
- Enhanced communication with first responders by maintaining updated contact information and utilizing clear, concise language during dispatches
- Demonstrated excellent verbal and written customer service skills to acknowledge and address challenges or unforeseen complications
Glass Claims Representative
GEICO
02.2017 - 05.2018
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients
- Consistently met or exceeded performance goals, contributing to the overall success of the call center
- Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions
- Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly
- Continuously updated personal knowledge of evolving industry standards and best practices, ensuring top-quality service for customers
- Served as a liaison between insurers, adjusters, and auto glass technicians to expedite claim resolution
- Enhanced customer satisfaction by efficiently processing glass claims and providing timely resolutions
- Reduced claim processing time by effectively managing a high volume of daily claims
- Negotiated with vendors to secure competitive pricing on glass repairs and replacements, minimizing company expenses
- Resolved escalated customer issues calmly and professionally, preserving client relationships while adhering to company guidelines
- Coordinated appointments between customers and repair facilities, streamlining the claims process for all parties involved
- Adhered to regulatory requirements when handling sensitive customer data, safeguarding both client privacy and company reputation
- Assisted policyholders in understanding their coverage and available options, promoting transparency and trust
- Documented detailed claim information accurately within the system, allowing for smooth transitions between departments and representatives
- Worked productively in fast-moving work environment to process large volumes of claims
- Followed up with customers on unresolved issues
- Examined reports, accounts, and evidence to determine integrity and accuracy of information
- Checked documentation for accuracy and validity on updated systems
- Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas
Emergency Road Service Dispatcher
GEICO
03.2016 - 05.2018
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Contributed to the overall success and reputation of the Emergency Road Service team by consistently demonstrating exceptional dispatching skills and outstanding customer support
- Managed complex situations calmly and professionally, maintaining clear lines of communication with all parties involved in an emergency response effort
- Ensured accurate record-keeping by meticulously documenting incident reports and related communications throughout each shift
- Reduced call abandonment rates by effectively managing high call volumes during peak hours
- Maintained up-to-date knowledge of road conditions, construction zones, and traffic patterns to provide accurate directions for responders
- Handled sensitive information discreetly, following strict confidentiality guidelines to protect caller privacy and safety concerns
- Served as a mentor to new dispatchers, offering guidance on proper handling of various types of calls while maintaining high standards of professionalism throughout interactions
- Coordinated with tow truck operators for quick vehicle recovery, minimizing traffic disruptions due to accidents or breakdowns
- Developed and implemented customer service policies and procedures
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients
- Reduced call resolution time through efficient problem-solving and communication skills
Education
Associate of Science - Business Administration And Management
Georgia Military College - Milledgeville
Milledgeville, GA05.2025
Skills
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Discipline
- Processes and procedures
Accomplishments
- Graduated #1 of Training Class - May 2016
- 1st Quartile Top Performer - December 2016
- 2nd Quartile Top Performer - April 2017
- Highest Customer Service Surveys - February 2018
- Highest Rated Coach - January 2019
Certification
- Supervisor Prep Program Completion
- GEICO Level 1: Supervisor Training and Certification
- GEICO Level 2: Supervisor Training and Certification
References
- Leslie Morse: lesliemorse@geico.com / 478-444-5064 (Manager 2023 - Present)
- Alfred Meadows: AlMeadows@geico.com / 478-744-5599 (Manager 2022-2023)
Timeline
Centralized Services Supervisor Prep Program (SPP)
GEICO
08.2021 - 01.2022
Centralized Services Coach
GEICO
05.2018 - 08.2021
Accident Tow Dispatcher
GEICO
03.2018 - 05.2018
Glass Claims Representative
GEICO
02.2017 - 05.2018
Centralized Services Supervisor
GEICO
03.2016 - Current
Emergency Road Service Dispatcher
GEICO
03.2016 - 05.2018
Associate of Science - Business Administration And Management
Georgia Military College - Milledgeville