Jacob Villarreal
Claims Supervisor - PCS
San Antonio,TX
Summary
Experienced Claims Supervisor at Progressive with a proven track record of coaching and developing teams to achieve top-tier performance in customer experience, efficiency, and accuracy within the Southwest Texas region. Skilled in risk management, talent development, and strategic planning to enhance customer satisfaction and drive operational success. Adept at claims analysis, discrepancy resolution, and ensuring regulatory compliance, with a strong focus on collaboration, process improvement, and proactive problem-solving. Reliable, adaptable, and committed to delivering impactful results in dynamic environments.
Overview
2
2
years of professional experience
Work History
Claims Supervisor - PCS
Progressive
05.2024 - Current
- Supervised complex non-injury claims within the Southwest Texas claims organization.
- Contributed to achieving top 10% performance in key business areas, including CSAT, Total Loss, Inventory management, and voicemail responsiveness.
- Developed talent, successfully promoting multiple file owners to internal roles, including positions beyond direct reports.
- Served as a mentor to multiple supervisors within the region, supporting their development and driving business success.
- Participated as an advisory board member to enhance regional accuracy and customer experience initiatives.
- Acted as a Digital First Subject Matter Expert (SME).
- Facilitated virtual, in-person, and hybrid events, including branch town hall meetings and other organizational gatherings.
- Individually hosted onboarding calibration meetings to ensure alignment within the region alongside other supervisors.
- Operated as a proxy manager, overseeing claims operations across San Antonio, Austin, and El Paso offices.
- Served as a QSS mentor, guiding and supporting quality and service standards.
Education
Bachelor of Arts - Business Management
Texas A&M University - San Antonio
05.2001 -
Skills
Coaching and Development
Planning and Organization
Team Builder
Decision Making
Risk Management
Timeline
Claims Supervisor - PCS
Progressive
05.2024 - Current
Bachelor of Arts - Business Management
Texas A&M University - San Antonio
05.2001 -