Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
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DAVID D. WILBERN

DAVID D. WILBERN

Charlotte,NC

Summary

Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.

Overview

9
9
years of professional experience

Work History

Insurtech Customer Experience Manager

02.2021 - Current
  • Performed support to customers via email, chat, & phone regarding billing, policy coverage, underwriting and endorsements
  • Drive positive agent and policyholder experiences
  • Support, mentor and motivate department to insured met KPI goals
  • Effective team meetings, 1:1 coaching, and mentorship
  • Solve complex agent and customer inquiries
  • Resolve customer escalated calls and/or emails
  • Act as voice of customer in designing internal processes
  • Identify and escalate improvement opportunities, while working cross functionally.
  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Skilled at working independently and collaboratively in a team environment
  • Resolved problems, improved operations and provided exceptional service
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively
  • Gained strong leadership skills by managing projects from start to finish

Claims Supervisor

National General Insurance Company
01.2018 - 02.2021
  • Accomplishes department objectives by leading staff; planning and evaluating department activities
  • Delegate responsibility towards achieving company goals
  • Resolve Customer Escalated calls and/or emails
  • Developed personal growth opportunities for associates using one on one's and team meetings
  • Insured exceptional customer service is provided
  • Deliver coaching and mentoring to employee with opportunity areas.(Dairy Maintenance, Proper exposure recognition.)
  • Review claims to insure quality assurance specifically, liability and payments.

Senior Data Content & Sports Supervisor

Yahoo Inc
12.2016 - 01.2018
  • Identified issues, analyzed information and provided solutions to problems
  • Provide operational & analytical support by identifying, prioritizing, and determining various degrees of service impacting incidents to Yahoo's network
  • Responsible for running critical site operations and systems for Yahoo's most popular internet sites including Mail, Messenger, Sports, Finance, Games, News, Entertainment and many others
  • Proactively identify issues and trends and prioritize incoming alerts for resolution which require great attention to detail

Senior Claim Liability Adjuster

MetLife Premier Client Group
10.2014 - 12.2016
  • Analysis financial values, utilizing analytical skills to break down all facets
  • Consider depreciation and actual cash value, negotiations and binds settlement
  • Ensure project team understands all aspects of Install and use software, such as firewalls and data encryption programs, to protect sensitive information
  • Monitor key indicators to ensure effective department performance
  • Ability to manage initiatives including: detailed planning, process management.

Education

Bachelor of Science - Business Administration, Marketing Communication

UNIVERSITY AT BUFFALO, THE STATE UNIVERSITY OF NEW YORK
Buffalo, NY
05.2011

Skills

  • Desktop Applications: Outlook, Microsoft Suite, Salesforce, Zendesk, Tableau, Google office
  • Training Programs
  • Policy Investigations
  • Customer Experience Improvement
  • Operational Efficiency
  • Consumer Protection
  • Staff Support
  • Conflict Resolution Techniques
  • Cross-Functional Collaboration
  • Customer Issue De-Escalation
  • Operating Procedures and Policies

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

If you really look closely, most overnight successes took a long time.
Steve Jobs

Timeline

Insurtech Customer Experience Manager

02.2021 - Current

Claims Supervisor

National General Insurance Company
01.2018 - 02.2021

Senior Data Content & Sports Supervisor

Yahoo Inc
12.2016 - 01.2018

Senior Claim Liability Adjuster

MetLife Premier Client Group
10.2014 - 12.2016

Bachelor of Science - Business Administration, Marketing Communication

UNIVERSITY AT BUFFALO, THE STATE UNIVERSITY OF NEW YORK

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DAVID D. WILBERN