Dennis Johnson
Dearborn
Summary
Dynamic Claims Technical Consultant with a proven track record at The Auto Club Group, excelling in problem-solving and performance analysis. Recognized for enhancing operational efficiency and reducing claims expenses while fostering team collaboration. Adept at driving continuous improvement initiatives, leveraging strong communication skills to achieve exceptional customer satisfaction.
Overview
37
37
years of professional experience
Work History
Claims Technical Consultant
The Auto Club Group - AAA / Meemic Insurance Co,
04.2022 - Current
- Collaborates with members of the Salvage Department, the Subrogation / Recovery Unit, the Auto Physical Damage & Total Loss Unit, the Claims Special Investigation Unit, and Auto Club Group Legal to coordinate and arrange for the tow, storage, transport, and eventual sale of salvaged property through auctions, private sales, or salvage yards.
- Facilitates knowledge transfer and provides guidance and training to the internal Salvage Representatives in conjunction with the contracted vehicle advanced charges and title document processing vendors. My resource management skill focus allows the unit to resolve salvage release issues, seller review requirements, seller documents required while reducing expenses. These task assists our contracted salvage yard with finalizing the total loss salvage vehicles for proceeds, sell for parts, junk sales, and lot abandonments in a timely and efficient manner.
- Conducts in-depth technical analyses of the salvage procedures and work process to identify areas for improvement and recommending actionable solutions through communication, decision making that drive results, interpersonal savvy, member / customer focus, and situational adaptability competencies.
Claims Technical Consultant
The Auto Club / Meemic Insurance Company
01.2021 - 03.2022
- Managed the Total Loss Unit, the Salvage Operations Unit, and the Direct Repair Shops (DRS) under the Auto Physical Damage Insurance Claims & Shared Services Departments by championing an efficient insurance claims process and providing expert knowledge while building positive, trusting relationships to support internal employees and contracted vendors during challenging times.
- Evaluated the operations cost effectiveness, the efficiency, the quality of service, and the overall team’s performance then developed targeted strategies for reducing overall company exposure while maintaining customer satisfaction levels through effective risk mitigation practices within the claims department.
- Examined and problem solved inquiries related to service and productivity. Developed training and pilot programs based on feedback and recommendations for process improvement then ensured that the approved process changes were implemented and successfully executed through project management, audits, and one-on-one employee and team meetings.
Claims Manager 1 - Total Loss Unit
The Auto Club Group - AAA
06.2007 - 12.2021
- Managed the productivity and training of an adjusting team engaged in providing quality claims service in multiple states.
- Performed cost effective supervision while motivating the performance of the claims team. The team exceeded the Net Promoter Score (NPS) service goal with an average of (74.7%) compared to a target of (72%).
- Decreased the expense per claim from ($110.00) dollars to ($98.00) dollars based on a target of ($105.00) dollars per claim.
- Reduced justified bureau complaints to (0.01%) with a target to plan of (0.05%). Maintained a (99.9%) employee retention rate throughout my tenure.
Claims Quality Auditor
The Auto Club Group - AAA
05.2004 - 05.2007
- Provided a comprehensive and unbiased evaluation of the Casualty Claims staff through measured conformity with procedural expectations and departmental satisfaction results.
- Boosted productivity by creating clear audit guidelines and checklists for consistent assessment of claim files.
- Strengthened communication between departments by providing comprehensive reports on audit findings and recommendations through quarterly trend reports via Excel to the Vice President of Insurance Claims.
- Championed continuous improvement initiatives, sharing best practices among claims quality auditors for optimal results.
Claims Representative
The Auto Club Group - AAA
07.2001 - 04.2004
- Successfully pursued and acquired claim reimbursements to achieve the combined corporate recovery goal of ($30.8) million dollars.
- Recognized for recovered subrogation proceeds of ($1) million dollars within the first (30) days of assignment.
- Collaborated with legal counsel and third-party vendors to maximize the revenue recovery through arbitration and salvage processing. The unit exceeded our goal by a minimum of (13%) annually during my tenure.
Casualty Adjuster
Chrysler Insurance Company - Pentastar Program
02.1997 - 06.2001
- Resolved 3rd party liability losses under a commercial policy insuring automobile dealership with reserves totaling ($25) million dollars.
- Investigated and finalized errors and omissions, false pretense, garage & product liability losses under the Essential Insurance & Fair-Trade Practices Acts in (20) western states through settlement conferences, arbitration, and litigation.
- Researched commercial policy language relevant to statue and case law and enhanced customer satisfaction with thorough claim investigations and prompt settlement negotiations.
- Managed complex claim files, determined liability and/or comparative negligence percentages for large dollar exposures while mentoring Adjuster trainees.
Claims Representative
Citizens Insurance Company
09.1988 - 01.1997
- Completed the Accelerated Claims Training Program (ACT) in Howell, MI.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Negotiated favorable settlements with claimants, resulting in cost savings for the company.
- Investigated and resolved claims filed under automobile theft, automobile total loss, workers compensation, PIP medical, third party bodily injury & slip & fall liability, and homeowners claims.
- Conducted detailed investigations into suspicious claims, reducing instances of fraud.
Education
Bachelor of Science - Organizational Communication - Minor in Journalism
Western Michigan University
Kalamazoo, MIResident & Non-Resident Staff Adjuster Licensed
Michigan, FloridaAssociate in Claims (AIC) - Personal Lines And Commercial Insurance
Insurance Institute Of America
No Degree - Broadcast Diploma
Specs Howard School of Broadcast Arts
SouthfieldSkills
- Problem-solving aptitude
- Written communication
- Continuous improvement
- Interpersonal communication
- Team building
- Decision-making
- Adaptability and flexibility
- Team collaboration
- Organizational skills
- Excellent communication
- Change management
- Client needs assessment
- Performance analysis
- Presentations and public speaking
- Project planning
- Proficient in [software]
Timeline
Claims Technical Consultant
The Auto Club Group - AAA / Meemic Insurance Co,
04.2022 - Current
Claims Technical Consultant
The Auto Club / Meemic Insurance Company
01.2021 - 03.2022
Claims Manager 1 - Total Loss Unit
The Auto Club Group - AAA
06.2007 - 12.2021
Claims Quality Auditor
The Auto Club Group - AAA
05.2004 - 05.2007
Claims Representative
The Auto Club Group - AAA
07.2001 - 04.2004
Casualty Adjuster
Chrysler Insurance Company - Pentastar Program
02.1997 - 06.2001
Claims Representative
Citizens Insurance Company
09.1988 - 01.1997
Bachelor of Science - Organizational Communication - Minor in Journalism
Western Michigan University
Resident & Non-Resident Staff Adjuster Licensed
Associate in Claims (AIC) - Personal Lines And Commercial Insurance
Insurance Institute Of America
No Degree - Broadcast Diploma
Specs Howard School of Broadcast Arts
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