Cynthia Greene

- Led a team of 13 auto damage professionals, driving high performance across Productivity, Severity, and Customer Service metrics.
- Managed complex customer escalations, ensuring timely and satisfactory resolution.
- Oversaw licensing, certifications, and compliance for all team members.
- Presented performance insights and operational updates to senior leadership.
- Collaborated cross-functionally to support departmental goals and workflow efficiency.

- Supervised a top-performing Auto Damage team, handling high-volume claims, and managed work distribution, handled customer complaint calls, and was available for associate questions and support.
- Managed two high-performing ARX (Auto Repair Express) shops, improving cycle time and customer satisfaction ratings.
- Monitored and optimized key metrics including Severity, Productivity, and Cycle Time (Rental days).
- Conducted reinspections on partial losses, total losses, and supplements to ensure estimate accuracy and quality.
- Coached and developed team members, contributing to multiple internal promotions and mentorship roles.

- Inspected vehicles and wrote accurate, cost-effective estimates in compliance with state regulations and industry compliant repair procedures.
- Negotiated repairs with body shops to ensure safe, efficient, and economical outcomes.
- Inspected and settled Total loss vehicles, including creating total loss valuations and settling face-to-face settlements with customers.
- Managed rental processes to ensured appropriate duration and cost control.
- Was consistently recognized as a top performer with industry-leading severity results year after year.

- Evaluated policy renewals and manually calculated renewal rated for complex policies including high-risk, customized coverages, and specialty policies.
- Identified underwriting risks and referred potential fraud cases to SIU.
- Maintained high accuracy in policy processing and compliance- including rate calculations, form filing, and referrals.

- Delivered high-volume customer support, handling policy changes, timely follow up with customers, and referrals to other departments (if needed).
- Provided "Coverage Counseling" to customers on their policy, including: its options, limitations, and optimal coverages.
- Consistently exceeded performance metrics including: call handling time, accuracy, and "upselling" goals.

- Managed prescription processing, inventory, and medication preparation.
- Communicated directly and effectively with healthcare providers and insurance companies.
- Ensured accuracy and compliance in all pharmaceutical operations.