Edward Diaz
San Antonio,Texas
Overview
6
6
years of professional experience
Work History
Manager of Claims Operations
Auto Property Damage & Auto CAT Team
06.2022 - 09.2024
- Directed multiple teams of 12-15
- Managed new hire training, ensuring adjuster compliance with auto policies and client process updates
- Handled member & claimant escalation calls and negotiations, ensuring high service standards
- Developed scripts and visual guides for adjusters, resulting in consistent messaging and mindful communication with members.
- Analyzed MSAT feedback to identify trends and areas for adjuster growth while providing guidance and time parameters for improvement
- Fostering a positive work environment with support and collaboration to promote teamwork and motivation for goal setting
Manager of Claims Operations
Total Loss Prep & Pay, Supplement Triage
06.2020 - 06.2022
- Supervised team of 25-30 adjusters
- Managed new hire onboarding and training, ensuring compliance with USAA Total Loss SOW and vendor processes
- Coordinated with contract owners for production tracking, process updates, and quality & SLO checks
- Responsible for monthly billing, quarterly production presentations, and capitalizing on adjuster growth & opportunities
- Collaborated with auto and property groups for overflow assistance efforts
Auto Adjuster
DRP Auto Team
06.2018 - 06.2020
- Coordinated with direct repair facilities and shops of choice for collision and comprehensive claims
- Managed rental reservations and timelines with Enterprise, ensuring alignment with policy limits
- Processed payments, deductible information and repair statuses with shops and owners
- Reviewed damage appraisals for accuracy and assisted with damage separation
Education
Texas A&M University - Communications
College Station, Texas
06-2013
Skills
- Process improvement strategies
- Performance metrics evaluation
- Staff Training and Development
- Workflow Optimization Techniques
- Customer Service Management
- Managing multiple high-performing teams across various auto claim roles
- Facilitating instruction sessions aimed at cross training adjusters
References
- Cristina Santoyo, USAA Senior Specialist P&C | (210) 393-4284
- TSgt Earle Jackson, USAF Ret. | Earlejackson3rd@gmail.com (210) 305-9274
- Kenneth Lovorn, MBA, SCLA, LSSBB, Allcat Claims Director| Kenneth.lovorn@allcatclaims.com (210) 763-4252
- Nathan Reed, SFIP Flood Claims Examiner | (832) 557-7363
- Brittanie Vela, USAA Facilitator P&C | (210) 585-0293
Timeline
Manager of Claims Operations
Auto Property Damage & Auto CAT Team
06.2022 - 09.2024
Manager of Claims Operations
Total Loss Prep & Pay, Supplement Triage
06.2020 - 06.2022
Auto Adjuster
DRP Auto Team
06.2018 - 06.2020
Texas A&M University - Communications
College Station, Texas
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