Summary
Overview
Work History
Education
Skills
Timeline
Generic
Darrell Browning

Darrell Browning

Orange City,FL

Summary

I am an enthusiastic coach in the Knowledge, Development, and Solutions department, seeking a temporary trainer role. With extensive experience in onboarding, coaching, and leadership, I am committed to helping employees develop their skills and gain a comprehensive understanding of our operational standards. I hold a claims license and have specialized training in Safeco Gold and services, along with several years of experience in the Claims Service Center. I currently serve as a KDS service coach, where I train and develop both new hires and tenured reps. I am eager to leverage this expertise to support team development, and contribute to the operational success of the organization.

Overview

11
11
years of professional experience

Work History

KDS Service Coach

Liberty Mutual
Lake Mary, USA
04.2024 - Current
  • Designed and implemented an onboarding program for new coaches, providing a comprehensive and effective introduction to their roles. This initiative reduced the onboarding process by 40%.
  • Developed comprehensive Standard Operating Procedure (SOP) PowerPoints from the ground up, which are now utilized across the entire KDS organization.
  • Collaborated with vendors in Mexico and the Philippines to coach and train newly hired representatives, enhancing their skills and performance.
  • Developed enrichment material and facilitated debrief sessions.
  • Conducted coaching sessions and provided written feedback to enhance overall performance metrics.
  • Managed and directed focus coaching sessions for a team of 5-8 representatives, targeting specific key performance indicators. This initiative resulted in a 60% speed to proficiency during the coaching period, with the team maintaining this level for 30 days thereafter.
  • Mentored and supported new hire representatives by conducting call reviews and demonstrating daily operational responsibilities.
  • Monitored representatives using Calabrio and provided daily adherence reports and updates.
  • Led training classes for new hires, successfully facilitating the transition of State Auto Representatives into the Customer Service Center (CSC).
  • Executed thorough call reviews and provided dedicated chat support for Safeco Gold representatives during their transition phase.
  • Consistently garnered commendations and positive feedback on all representative surveys, reflecting a strong commitment to excellence in service and support.

Senior Claims Customer Care Representative

Liberty Mutual
Lake Mary, USA
05.2023 - 04.2024
  • Provided coaching to peers and new hires to help identify strengths and areas of opportunity.
  • Utilized team thinking to review calls for new-hire classes and tenured representatives.
  • Served as a lead mentor, created lesson plans, and led enrichment training for new-hire classes.
  • Conducted process walks and administered assessments to help improve overall performance and development.
  • Monitored representatives using Calabrio, and provided daily progress reports and updates.
  • Audited team calls using Power BI to identify trends and improve metrics.
  • Documented employee progression and development using Jot It and OneNote.
  • Worked on a project in conjunction with the DRC to help improve their department’s understanding of the CSC’s standards of work.
  • Participated in the ERG LEADA mentorship program and created a presentation to demonstrate benefits and showcase DEI knowledge to peers.
  • Leveraged APD background to explain the downstream impact on a claim after the first notice of loss was filed.

Auto Claims Customer Representative/ Auto Property Damage Adjuster

Liberty Mutual
Lake Mary, USA
01.2022 - 05.2023
  • Conducted investigative research by analyzing recorded interview statements and reviewing police reports.
  • Managed scheduling of rental reservations efficiently to support customer needs.
  • Determined liability for claims and communicated decisions clearly to customers.
  • Maintained strong customer relationships through phone, SMS, and email communications.
  • Utilized empathy to convey information effectively, even in challenging situations.
  • Demonstrated a solid understanding of CSW and insurance policy language.
  • Obtained 6-20 All Lines Claims Adjuster license, enhancing qualifications and expertise.

Claims Customer Care Associate/ Representative

Liberty Mutual
Lake Mary, USA
05.2021 - 01.2022
  • Led team huddles, sharing best practices to enhance understanding of the claims process among peers.
  • Coordinated the setup of First Notice of Loss for all incoming claims to ensure timely processing.
  • Leveraged claims expertise to educate customers on optimal claim filing practices.
  • Applied conflict resolution and management techniques to effectively diffuse potential customer escalations.
  • Assisted in mentoring new hire training classes and conducted performance assessments.
  • Conducted side-by-side coaching sessions to share best practices and support peer performance improvement.
  • Collaborated with the RCPS team to develop continuous improvement initiatives aimed at enhancing standards of work.

Personal Guide/ Vacation Planner

Michael’s VIPS
Orlando, USA
01.2014 - 05.2021
  • Trained new guides and peers by sharing my knowledge and best practices to help the team work more smoothly and consistently.
  • Created presentations and led meetings that encouraged improvements and made our daily work easier and better.
  • Planned and organized every detail of clients’ vacations to make sure they had great experiences they’d remember.
  • Handled client concerns with care and quick thinking to resolve issues calmly and professionally.
  • Took care of scheduling and booking appointments to keep everything running on time and efficiently.
  • Built strong relationships with clients through friendly, clear communication, which helped grow a steady stream of referrals.
  • Put together personalized itineraries that matched each client’s unique interests, making their trips seamless and enjoyable

Education

Bachelor of Arts - Interpersonal organizational Communication, Emphasis in conflict management and organizational Communication

University of central Florida
Orlando, Florida
08.2012

Skills

  • Employee training
  • Onboarding programs
  • Feedback delivery
  • Process improvement
  • Performance metrics
  • Relationship building
  • Employee engagement
  • Focus Coaching
  • New Hire training

Timeline

KDS Service Coach

Liberty Mutual
04.2024 - Current

Senior Claims Customer Care Representative

Liberty Mutual
05.2023 - 04.2024

Auto Claims Customer Representative/ Auto Property Damage Adjuster

Liberty Mutual
01.2022 - 05.2023

Claims Customer Care Associate/ Representative

Liberty Mutual
05.2021 - 01.2022

Personal Guide/ Vacation Planner

Michael’s VIPS
01.2014 - 05.2021

Bachelor of Arts - Interpersonal organizational Communication, Emphasis in conflict management and organizational Communication

University of central Florida

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