Ian Wheeler
Monroe,NC
Summary
Quick-thinking Supervisor recognized for success in guiding teams and boosting performance. Practical problem-solver with excellent issue and conflict resolution skills to drive team and organizational success. Highly effective and knowledgeable in process improvement and cost control.
Overview
12
12
years of professional experience
Work History
Virtual Auto Damage Supervisor
GEICO
09.2020 - Current
- Started the EPE team for Region 7 and helped establish the company's handling of the Easy Photo Estimate claims.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Piloted and implemented EPE wide text only contact after a lock estimate call which drove helped drive team overall CSS to 80% excellent and closures to 15+ per day per adjuster.
- Championed the pilot and transition to WebEx phones with rolling calls. Assisted the rest of the EPE team with the transition to WebEx phones.
- Started the EPE transition to texting through the Sales Force application. Worked with the developers to adapt the software to the needs of the EPE department.
- Finished each year as an EPE supervisor in the top quartile for overall results.
Auto Damage Supervisor (Field)
GEICO
11.2017 - 09.2020
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members. Over saw the settlement of nearly 15,000 claims from January 2018 to September 2020.
- Improved associate performance by fostering a positive work environment that resulted in more engaged associates. Promoted several associates from grade 64 to 65 based on the improved performance.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
Auto Damage Adjuster
GEICO
06.2012 - 11.2017
- Improved customer satisfaction by efficiently addressing and resolving auto damage claims.
- Enhanced claim processing times by streamlining workflow and prioritizing tasks effectively. Awarded for Charlotte market productivity in 2016 for completing the highest number of claims within the manager group.
- Negotiated fair settlements with claimants, balancing their needs with company interests.
Education
Bachelor of Science - Finance
University of New Hampshire
Durham, NH05.2009
Skills
- Operations Management
- Strategic Planning
- Staff Management
- Process Improvement
- Priority Management
- Complex Problem-Solving
- Staff Development
- Goal-Oriented
- Process Monitoring and Improvement
Accomplishments
I-CAR Platinum
Timeline
Virtual Auto Damage Supervisor
GEICO
09.2020 - Current
Auto Damage Supervisor (Field)
GEICO
11.2017 - 09.2020
Auto Damage Adjuster
GEICO
06.2012 - 11.2017
Bachelor of Science - Finance
University of New Hampshire
Similar Profiles
Hope RodriguezHope Rodriguez
Claims Adjuster at GEICOClaims Adjuster at GEICO
Joletha GoodmanJoletha Goodman
Business Developer at GEICOBusiness Developer at GEICO
Austin LongAustin Long
Customer Service Agent at GEICOCustomer Service Agent at GEICO
Shakendra ByrdShakendra Byrd
Internet Claims Specialist II at GEICOInternet Claims Specialist II at GEICO
DONNA JOHNSONDONNA JOHNSON
Classroom Installer at Lakeshore Learning MaterialsClassroom Installer at Lakeshore Learning Materials