Geoffrey Wheelock
Assistant Claims Manager
New Castle,PA
Summary
Strong leader and problem-solver with over twenty-five years of leadership dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Highly organized and efficient in a fast-paced environment, communicating effectively at all organizational levels, with clients and stakeholders. Demonstrated to build trusting relationships. Thinks critically, solve problems, plan and organize activities and deliver excellent customer service.
Overview
26
26
years of professional experience
6
6
years of post-secondary education
3
3
Certifications
Work History
Assistant Claims Manager
Liberty Mutual Insurance
New Castle, PA
7 2021 - 4 2024
- Assist Senior Contact Center Manager with leading property and casualty claims service unit of 200 plus employees to effectively execute on achieving and sustaining operational excellence. This includes managing both internal and remote employees.
- Collaborated with site manager to ensure clarity and alignment of department operating procedures, meeting or exceeding all core objectives in 2023.
- Created and trained, WFM Avaya and Triton job aids and report running platforms to multiple layers of leadership, resulting in 35% increase in accessibility and 20% decrease in Aux usage.
- Selected to develop new leaders to build necessary skills to effectively problem-solve and coach to drive results. Improved onboarding efficiency time by 20%.
- Set high expectations for leaders to build cohesive environment on their team, drive engagement, facilitate problem-solving, and meet needs of their employees, stakeholders, and customers.
- Led efforts to enhance Quality Program for CSC establishing holistic approach to problem identification through collective use of data, call reviews, and partnership with our downstream field partners.
- Partnered with No-Fault claims unit to create standard operating best practices which led to unit taking majority of medical claims in 2023. This partnership reduced need to outsource calls to vendors.
Quality Team Manager
Liberty Mutual Insurance
New Castle, PA
06.2016 - 08.2021
- Led virtual quality improvement team to validate quality and compliance of internal and vendor stakeholders.
- Worked closely with site leadership to ensure quality standards meet both internal standards and customers’ expectations resulting in 24% quality improvement over two years.
- Oversaw continuous improvement efforts by leading calibration sessions and bi-weekly problem-solving calls with Senior Leadership.
- Collaborated with various stakeholders to conduct focus review audits to drive improvement in key priorities such as rental and total loss.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Identified $1-million-dollar total loss identification savings in conjunction with working closely with process owner.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Liberty Manager Systems
Liberty Mutual Insurance
New Castle, PA
06.2015 - 06.2016
- Led LMS analysts in driving continuous improvement capabilities of CSC field partners.
- Provided guidance to field leaders on driving idea generation, facilitating effective problem-solving, and execution for sustained improvement.
- Worked on over 300 continuous improvement problems with over 50% being successfully implemented by customer service unit.
- Championed LMS/lean principles while cultivating culture of continuous improvement.
- Contributed to design of lean best practices within CSC which included huddle board design, standard calendar creation, process walks, and continuous improvement sessions with front-line staff.
- Assisted LMS coaches and field supervisors in managing their continuous improvement portfolio ensuring prioritization of high-profile problems.
- Facilitated monthly continuous improvement updates to executive and site leadership.
Team Manager
Liberty Mutual Insurance
New Castle, PA
01.2013 - 07.2015
- Assist Contact Center Manager with leading property and casualty claims service unit of 400 plus employees to effectively execute on achieving and sustaining operational excellence. Primary duty was leading Supervisors who managed customer service employees on providing world class customer service and meeting efficiency metrics.
- Led Supervisors through effective communication, coaching, training, and development.
- Evaluated employee performance on monthly basis and coached and trained 6 to 10 supervisors, increasing quality of work and employee abilities to problem solve.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Increased operational efficiency by proactively identifying and addressing potential issues in daily workforce management operations. Improved service level by 15% over course of 3-month timeframe.
Customer Care Manager
Liberty Mutual Insurance
New Castle, CO
01.2011 - 01.2013
- Created and rolled out new Customer Care team to assist with all tow and glass complaints.
- Improved customer policy verification process resulting in 99% reduced cycle time. Updated process reduced coverage verification from 24-72 hours to under 8 minutes
- Consorted with tow and glass vendors to ensure alignment to processes and agreed upon standard work best practices.
- Analyzed performance metrics, identifying areas of improvement and implementing necessary changes.
- Developed team to resolve customer DOI and PST complaints and leveraged corporate legal to resolve glass disputes.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed escalations effectively, ensuring prompt resolution of issues and maintaining customer confidence. Obtained 95% customer satisfaction rating based on surveys submitted.
CSC Team Manager, CSC Quality Analyst and Trainer, CSC Supervisor and CSC TM (Liberty Mutual)
Liberty Mutual Insurance
New Castle, PA
01.1996 - 01.2011
- During this period, duties included supervisor front line responsibilities, training of new hires, and developing units work force management team.
- Trained over 30 new hire classes with 90% retention in role past 2 years and reduced onboarding time of 10%.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Used IEX and Avaya systems to analyze call volume resulting in improved AHT, wrap up, and occupancy results.
- Collaborated with management to develop solutions for workforce challenges, such as high turnover rates or low morale, ultimately creating more stable and productive team environment.
- Trained team members on best practices in quality management, leading to more knowledgeable and effective workforce.
Education
Master Of Science (MS) (Organizational Leadership) - Organizational Leadership
Geneva College
Beaver Falls, PA 01.2012 - 12.2014
Bachelor Of Science (BS) (Human Resources) -
Geneva College
Beaver Falls, PA 01.2002 - 12.2004
Skills
Process Improvement
undefinedCertification
Property and Casualty Adjuster License in 14 states.
Timeline
Quality Team Manager
Liberty Mutual Insurance
06.2016 - 08.2021
Liberty Manager Systems
Liberty Mutual Insurance
06.2015 - 06.2016
Team Manager
Liberty Mutual Insurance
01.2013 - 07.2015
Master Of Science (MS) (Organizational Leadership) - Organizational Leadership
Geneva College
01.2012 - 12.2014
Customer Care Manager
Liberty Mutual Insurance
01.2011 - 01.2013
Bachelor Of Science (BS) (Human Resources) -
Geneva College
01.2002 - 12.2004
CSC Team Manager, CSC Quality Analyst and Trainer, CSC Supervisor and CSC TM (Liberty Mutual)
Liberty Mutual Insurance
01.1996 - 01.2011
Assistant Claims Manager
Liberty Mutual Insurance
7 2021 - 4 2024
Similar Profiles
Patrick KellyPatrick Kelly
Claim Team Manager at State Auto Insurance/Liberty Mutual InsuranceClaim Team Manager at State Auto Insurance/Liberty Mutual Insurance
Grant MeierGrant Meier
Claim Manager at State Auto Insurance/Liberty Mutual InsuranceClaim Manager at State Auto Insurance/Liberty Mutual Insurance
Lori RinconesLori Rincones
Sales Director at Liberty Mutual Insurance (now Comparion Insurance)Sales Director at Liberty Mutual Insurance (now Comparion Insurance)
Luz Guzman RomanoLuz Guzman Romano
Lead Sales Representative at Liberty Mutual Insurance/Comparion Insurance AgencyLead Sales Representative at Liberty Mutual Insurance/Comparion Insurance Agency
Jordyn KreutzJordyn Kreutz
Patient Care Technician at UPMC PassavantPatient Care Technician at UPMC Passavant