Gary Miller
Berkley One
Wilmington,DE
23
years of professional experience
Work History
Senior Outsource Specialist
7 Months- As the company’s primary representative for all outsourcing initiatives, the Senior Outsource Specialist serves as the central point of accountability for program performance, stakeholder alignment, and vendor partnership success.
- Serve as the face of the outsourcing program, representing Operations in conversations with senior management, business unit leaders, and other stakeholders.
- Report outsourcing results to senior management and team leads, providing clear insights into performance, trends, risks, and how each business unit is contributing to company goals.
- Own the success of the outsourcing program by driving accountability, ensuring operational readiness, and proactively addressing issues that impact service delivery or vendor performance.
- Guide leaders and teams on best practices, process expectations, and strategic use of vendor resources to maximize efficiency and quality.
- Strengthen cross‑company alignment by ensuring business units understand their role in outsourcing outcomes and by facilitating smooth collaboration with vendor partners.
- Collaborate with external companies to share insights, gather industry information, and incorporate other proven practices into the company’s outsourcing strategy.
- Drive continuous improvement through governance meetings, team metrics reviews, and strategic planning with vendors and internal business units.
Outsource Specialist
1 Year 9 Months- As a member of the Operations team, I oversee and support business units throughout their outsourcing lifecycle, ensuring processes, relationships, and service delivery remain aligned with our organizational goals.
- Manage Outsourcing processes across multiple business units, ensuring operational readiness, clarity, and alignment with company expectations.
- Develop and maintain process documentation to support consistent execution, knowledge transfer, and compliance.
- Monitor quality and performance of outsourced work, identifying trends, risks, and opportunities for improvement.
- Facilitate smooth interactions between internal teams and external vendors, serving as a central point of coordination and issue resolution.
- Organize and participate in vendor governance meetings to review performance, address escalations, and drive continuous improvement.
- Ensure accurate work routing by ensuring the right tasks are directed to the appropriate vendor partner.
Lead Specialist
3 Years- Develop, train and manage offshore team of processors.
- Conduct monthly audits that consistently attain 98%+ expectation quality.
- Train newly hired team members in Wilmington DE office.
- Training includes introducing processing system; demonstrating system step-by-step; answering follow-up questions and revisiting topics as necessary.
Solutions Specialist
1 Year 9 Months- Responsible for handling agent inquiries regarding premium, coverage, payments, claims and policy quoting.
Rural Carrier Associate
1 Month- Carrier for the United States Postal Service.
Underwriting Specialist
3 Years 10 Months- Primary underwriter for the state of Texas.
- Handle approximately 140 agents.
- Review individual risks for eligibility.
- Strong decision-making and leadership skills.
- Strong written and verbal communication skills.
Quality Consultant
6 Months- Managed the quality performance of 40 personal lines underwriters.
- Audited performance and coached toward improved individual and collective results.
- Consistently achieved office-wide quality of 98%+.
- Trained new underwriters in the classroom and mentored them as they transitioned to their positions.
- Led training classes for new and experienced underwriters.
Personal Insurance Underwriter
2 Years 2 Months- Primary underwriter for the states of Kansas and Missouri.
- Handled approximately 100 agents between the two states.
- Reviewed individual risk for eligibility.
- Strong decision-making and leadership skills.
- Strong written and verbal communication skills.
Senior Claims Adjuster
8 Years 8 Months- Handled personal auto losses including physical damage and liability.
- Investigated losses using available tools: recorded interviews; police reports; vehicle damage estimates and photos; and state-specific rules-of-the-road.
- Strong written and verbal communication skills primary for this job.
- Thorough investigation and timely decision-making paramount.
Timeline
Senior Outsource Specialist
Berkley One
03.2026 - CurrentRead More
Outsource Specialist
Berkley One
06.2024 - 03.2026Read More
Lead Specialist
Berkley One
06.2021 - 06.2024Read More
Solutions Specialist
Berkley One
09.2019 - 06.2021Read More
Rural Carrier Associate
United States Postal Service
08.2019 - 09.2019Read More
Underwriting Specialist
Encompass Insurance
05.2015 - 03.2019Read More
Quality Consultant
Encompass I
11.2014 - 05.2015Read More
Personal Insurance Underwriter
Encompass Ins
09.2012 - 11.2014Read More
Senior Claims Adjuster
Encompass Insurance
01.2004 - 09.2012Read More