Summary
Overview
Work History
Education
Skills
Work Preference
Software
Timeline
Generic

Ellen Boyes

Retired Claim Manager
Southfield,MI

Summary

Accomplished Claim Manager at Auto Club Group, adept in policy interpretation and delivering exceptional customer service. Proven track record of enhancing customer satisfaction, streamlining workflows for efficiency, and driving team performance. Expert in legal compliance and financial acumen, significantly contributing to business growth and operational cost reduction. Managed two (2) claim facilities in Southfield, MI. 65,000 square feet. Managed the mailroom where all mail that was coming into Auto Club Group claims department. Managed Reception desk. Managed stock for all claim departments in the Auto Club Group. Managed file storage throughout the claim foot prints.

Overview

45
45
years of professional experience

Work History

Claim Manager I

Auto Club Group (AAA Michigan)
06.2001 - 01.2022
  • Accomplished multiple tasks within established timeframes.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Cross-trained existing employees to maximize team agility and performance.
  • Developed and maintained relationships with customers and suppliers through account development.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics.
  • Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
  • Reduced operational costs through comprehensive process improvement initiatives and resource management.
  • Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.

Claim Consultant

Auto Club Group
06.1995 - 01.2001
  • Reviewed and maintained accurate claim files, ensuring all necessary documentation was in place for future reference.
  • Maintained compliance with industry regulations by staying up-to-date on changes in policies and procedures, ensuring proper handling of sensitive information.
  • Conducted thorough investigations into insurance claims to determine coverage eligibility and appropriate compensation amounts.
  • Enhanced customer satisfaction with prompt and accurate claim resolutions, resulting in positive feedback and increased client retention.
  • Provided exceptional customer service during difficult situations, displaying empathy while explaining complex claim issues clearly to clients.
  • Participated in ongoing professional development courses to stay updated on best practices within the industry.
  • Collaborated closely with adjusters to ensure accurate, fair, and timely claims settlements for all involved parties.
  • Followed up with customers on unresolved issues.
  • Resolved complex claims, utilizing expert knowledge of policy coverage and industry regulations.
  • Provided expert advice on coverage limits and exclusions, helping clients make well-informed decisions about their insurance needs.
  • Negotiated favorable settlements for clients, maintaining a high success rate in claim resolutions.
  • Reviewed policy applications for accuracy, identifying errors that could impact future claims processing or payouts.
  • Trained new hires on claims procedures, ensuring a seamless transition into their roles as Claims Consultants.
  • Worked with claims adjusters and examiners to expedite processing in alignment with procedures.
  • Conducted day-to-day administrative tasks to maintain information files and process paperwork.

Claim Representative

Auto Club Group
06.1983 - 01.1995
  • Developed strong relationships with clients, fostering trust and loyalty to the company.
  • Conducted regular audits on processed claims to maintain quality control standards within the department.
  • Coordinated with legal teams to handle litigation cases efficiently, reducing company liability risks.
  • Prioritized workload effectively under pressure, consistently meeting deadlines without sacrificing quality or accuracy in claim processing tasks.
  • Enhanced customer satisfaction by providing timely and accurate claim resolutions.

Claim Associate

Auto Club Group
06.1977 - 01.1983
  • Consistently met or exceeded performance metrics in key areas such as accuracy, timeliness, and customer satisfaction ratings.
  • Managed a high volume of claims efficiently by prioritizing tasks in a fast-paced environment.
  • Enhanced customer satisfaction by promptly addressing client concerns and resolving disputes professionally.
  • Contributed to team goals by collaborating with peers and sharing best practices for improved performance.

Education

Bachelor of Arts - Child Development/Family Relations

Albion College
Albion, MI
05.1981

Skills

  • Policy Interpretation
  • Legal Compliance
  • Financial Acumen
  • Claims Investigation
  • Decision-Making
  • Customer Service

Work Preference

Work Type

Part Time

Work Location

Remote

Important To Me

Flexible work hoursWork from home option

Software

Microsoft Word, Excel, catch on very quick

Timeline

Claim Manager I

Auto Club Group (AAA Michigan)
06.2001 - 01.2022

Claim Consultant

Auto Club Group
06.1995 - 01.2001

Claim Representative

Auto Club Group
06.1983 - 01.1995

Claim Associate

Auto Club Group
06.1977 - 01.1983

Bachelor of Arts - Child Development/Family Relations

Albion College

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Ellen BoyesRetired Claim Manager