David Mapes
Portland,OR
Summary
Dynamic professional with extensive experience in commercial insurance claims processing at Liberty Mutual. Proven expertise in leveraging MS Excel for data management while delivering exceptional customer service. Skilled in training teams and enhancing operational efficiency, consistently meeting performance standards and improving client satisfaction. Strong analytical and communication skills, with a focus on building relationships and contributing to company success.
Overview
30
30
years of professional experience
Work History
Commercial Insurance Claims Intake
Liberty Mutual
Portland, OR
06.2017 - Current
- Processed commercial insurance claims
- Worked directly with customers and claimants in the claims process
- Generated claims in workers’ compensation, auto, property and liability
- Responded to phone calls, chats, and email
- Used multiple internal programs/apps to process claims as well as Microsoft Excel
- Researched, created, updated claims and accounts while addressing concerns/issues
- Maintained strict confidentiality within internal and external procedures
- Adhered to HIPPA and government regulations
Commercial Credit Analyst
CU Business Group
Portland, OR
01.2010 - 05.2017
- Reviewed and audited commercial and SBA loans for risk ratings
- Converted personal and business tax returns and financial documents into an analytical statement
- Created and used financial, tracking and managerial spreadsheets
- Reviewed appraisal reports for accuracy and integrity
- Assisted Senior Commercial Loan Underwriters in the process of underwriting
- Spoke directly with clients and met special requests and needs
Customer Care Supervisor
Affiliated Computer Services, Inc.
Portland, OR
09.2001 - 12.2009
- Trained, managed, developed, and addressed concerns of up to 25 agents daily in a call center setting
- Established and implemented performance and service standards
- Created and executed projects to address specific issues to improve overall company performance
- Created Excel spreadsheets to effectively managed time and meet KPIs
- Reported directly to operations manager on process improvement projects
- Presented process updates and training to 50+ supervisors at a monthly meeting; public speaking
Assistant General Manager
Berkeley Billiards
Berkeley, CA
05.1996 - 07.2001
- Planned and implemented plan to have staff available for Grand Opening
- Booked live performances for event venues and created promotional material
- Scheduled, hired and trained staff on SOP and POS in all positions
- Created, staffed and planned tournaments/special events which included catering
- Managed restaurant/bar and created/updated menu along with specials
- Key holder and In charge of bank drop
- Processed payroll, accounts payable and receivable
- Managed inventory and quality control
Education
Bachelors' degree - Accounting and Finance
Portland State University
PortlandAssociates degree - Accounting and Business Management
Portland Community College
PortlandSkills
- MS Office
- Excel
- Word
- Access
- PowerPoint
- Outlook
- Project
- Publisher
- ERP systems
- CRM systems
- Salesforce
Timeline
Commercial Insurance Claims Intake
Liberty Mutual
06.2017 - Current
Commercial Credit Analyst
CU Business Group
01.2010 - 05.2017
Customer Care Supervisor
Affiliated Computer Services, Inc.
09.2001 - 12.2009
Assistant General Manager
Berkeley Billiards
05.1996 - 07.2001
Bachelors' degree - Accounting and Finance
Portland State University
Associates degree - Accounting and Business Management
Portland Community College