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
Similar Profiles
Deannia ThompsonDeannia Thompson
Secretary Manager at Auto Damage AppraisersSecretary Manager at Auto Damage Appraisers
Randy KirkRandy Kirk
Auto Damage Appraiser at Auto Damage Appraisers Of S.E. IowaAuto Damage Appraiser at Auto Damage Appraisers Of S.E. Iowa
Joseph CuellarJoseph Cuellar
Shadowing Technicians at Team 1 Auto CareShadowing Technicians at Team 1 Auto Care
Hailey CervantesHailey Cervantes
Server/ Bartender at Mad Dogs British PubServer/ Bartender at Mad Dogs British Pub
Charles GogginCharles Goggin
R&D Sabbatical at SelfR&D Sabbatical at Self