Dwayne Smith
Mansfield,TX
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Catastrophe Claims Adjuster
Allstate Insurance
01.2023 - Current
- Manage virtual property claims, adjusting reserves and ensuring alignment with corporate policies
- Identified areas where processes could be improved or streamlined for greater efficiency
- Developed relationships with key stakeholders within the insurance industry such as attorneys, agents, brokers
- Communicated clearly and effectively both verbally and in writing when dealing with claimants or other professionals
- Developed detailed estimates for repair or replacement of damaged property using Xactimate software
- Managed multiple high-priority assignments while meeting strict deadlines
- Coordinated with contractors on repairs and replacements for insured properties.
Post-Closing Manager
Carrington Mortgage
01.2021 - 02.2023
- Managed the daily activities for Closers, Post Closers, and Funders for both the Residential and Title I lending areas
- Restructured all areas of the department to improve overall workflow and performance
- Assisted in weekly IT meetings to transition Encompass with TRID
- Closed an average of 300 loans per month
- Performed annual reviews for all employees
- Mentored and trained new employees on company policies and procedures
- Provided support for customers by addressing complaints quickly and efficiently, displaying exceptional customer service skills
- Managed daily operations including scheduling and budgeting, exhibiting excellent multitasking capabilities.
Customer Service Manager
Mortgage Investors Group
01.2018 - 01.2021
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Monitored staff performance to ensure adherence to customer service standards.
- Conducted regular training sessions for staff on new products, services, and customer service techniques.
- Developed policies and procedures related to customer service operations.
- Ensured prompt resolution of customers' inquiries via phone, email or chat support channels.
Customer Service Manager
Stearns Lending
01.2016 - 01.2018
- Analyzed call center data to identify trends in customer issues and recommend solutions accordingly.
- Evaluated overall effectiveness of existing customer service policies and procedures and recommended changes as necessary.
- Maintained accurate records of customers' interactions with the company in order to provide better future services.
- Coordinated between various departments to resolve complex problems that require multiple steps or involve multiple teams.
- Performed quality assurance checks on calls handled by agents in order to maintain high levels of accuracy in responses provided by agents.
- Collaborated with senior management team members in designing strategies that would improve overall quality of services offered by the organization.
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
Lead Claims Processor
CUNA Mutual Group
05.2012 - 01.2016
- Assisted claim adjusters by timely and accurately recording and processing over 500 property damage claims per month
- Assisted management in creating training materials for new hires regarding claim processing policies
- Initiated contact with providers and payers when necessary to obtain additional documentation or clarification regarding submitted claims
- Performed quality control checks on submitted claims prior to adjudication completion
- Provided guidance and assistance to other staff members on complex claims processing issues
- Maintained detailed records of all claim's activities, including payment summaries and account balances.
Education
Cybersecurity: Managing Risk in The Information Age - Cybersecurity
Harvard University
Cambridge, MA07-2024
MASTERS PROJECT MANGEMENT -
KELLER GRADUATE SCHOOL OF MANAGEMENT
12.2015
BA POLITICAL SCIENCE -
ILLINOIS STATE UNIVERSITY
05.2004
Skills
- Change Management
- Decision Making
- Process Improvement
- Technical Understanding
- Adaptability
- Stakeholder Management
- Influencing Skills
- Conflict Resolution
- Time Management
- Management of remote employees
- MS Office
- Problem Solving
- Product Development
- Critical Thinking
- Customer Relationship Management
- Scheduling and Planning
- Strategic Planning
- Team Building
- Organizational Skills
- Project Management
- Service Delivery Optimization
- Call Center Operations
- Complaint resolution
- Workflow Management
- Handling Escalations
- Training and mentoring
- One Call Resolution
Certification
- CYBERSECURITY: MANAGING RISK IN THE INFORMATION AGE CERTIFICATE - HARVARD UNIVERSITY – ONLINE (07/01/24)
- All-Lines Adjuster
- Certified Scrum Master
References
References available upon request
Timeline
Catastrophe Claims Adjuster
Allstate Insurance
01.2023 - Current
Post-Closing Manager
Carrington Mortgage
01.2021 - 02.2023
Customer Service Manager
Mortgage Investors Group
01.2018 - 01.2021
Customer Service Manager
Stearns Lending
01.2016 - 01.2018
Lead Claims Processor
CUNA Mutual Group
05.2012 - 01.2016
Cybersecurity: Managing Risk in The Information Age - Cybersecurity
Harvard University
MASTERS PROJECT MANGEMENT -
KELLER GRADUATE SCHOOL OF MANAGEMENT
BA POLITICAL SCIENCE -
ILLINOIS STATE UNIVERSITY
- CYBERSECURITY: MANAGING RISK IN THE INFORMATION AGE CERTIFICATE - HARVARD UNIVERSITY – ONLINE (07/01/24)
- All-Lines Adjuster
- Certified Scrum Master