Jason Phelps
Cornelius,NC
Summary
Driven leader and team builder with success in both the military and corporate setting at building trust, communicating clearly, and empowering individuals to succeed, grow, and achieve top tier results. Hardworking and innovative professional well-versed in developing and executing business strategies that are aimed at improving the customer experience, business results, and eliminating obstacles for team members to be successful.
Overview
12
12
years of professional experience
Work History
Phyiscal Damage Claims Director
GEICO
Charlotte, NC
07.2019 - Current
- Serving as Physical Damage Director overseeing claims handling in 14 states along the southern part of the country, ensuring timely claim handling, and ensuring compliance with all state regulations within all states.
- Leading a department of roughly 300 claims professionals, settling more than 250,000 auto claims annually equating to over a billion dollars in loss expense dollars managed per year.
- Finished 2022 and 2023 as the #1 rated physical damage director based on KPI performance- rental management, efficiency/productivity, severity control, and estimate accuracy.
- As direct point of contact with all major MSO companies along with several strategic partners, I managed our repair network of more. than 1,200 shops across 14 states
- Achieved industry best results in average claim severity in all 14 states as well as industry low average rental days in 12 of 14 states, including my largest states of Texas, Florida, North Carolina, South Carolina, and Georgia.
- Created and implemented several leadership trainings across all levels that greatly contributed to our alignment on goals and the development of the team into stronger leaders.
- Selected to serve as our company's Military ERG Advisor, overseeing an ERG of over 350 active members, coordinating events across all offices to recognize and honor our military and veterans, as well as taking an active role in community engagement events to support veterans.
Claims Manager
GEICO
Denver/Charlotte
05.2015 - 07.2019
- Served as claims manager overseeing a team of ~50 direct reports for auto damage claims between Denver, CO and Charlotte, NC who were responsible for ~$275M in annual loss dollars.
- Responsible for establishing the first virtual claims team In Charlotte, NC in 2019. Gaining valuable experience in photo estimating prior to the pandemic, which greatly impacted the company's ability to scale best practices quickly when the pandemic struck a year later.
- In 2018, my first year in Charlotte, improved the market ranking from #26 to #4 by focusing on execution of our process, including Charlotte being a top 5 major market for customer service in the country.
Subject Matter Expert- Auto Claims
GEICO
Chevy Chase, MD
11.2014 - 05.2015
- Served as the only Subject Matter Expert contributing to our technology and innovations team. As project manager overseeing multiple systems enhancements impacting the entire claims department countrywide we achieved several large innovation milestones that impacted our claims staff efficiency.
- Responsible for the user interface and backend data flows via business artifacts and user stories, testing upstream and downstream system flows, and integration of all related systems
- Provided regular project updates to C-level officers and organization updates to audiences of 500 or more.
Claims MDP/Supervisor
GEICO
Alexandria, VA
01.2012 - 11.2014
- Led a team of six claims adjusters throughout the Alexandria market
- Responsible for daily organization of claims to ensure timely inspection and payment to customers.
- Recognized as most improved team in the region based on customer service and estimate accuracy improvement.
Education
United States Navy- Submarines
USS Nebraska
Bangor, WAMaster of Science - Organizational Leadership
University of Colorado At Boulder
Boulder, COBachelor of Arts - Business Administration
Ashford University
Clinton, IASkills
- Strong leadership skills
- Team Building and Motivation
- Vendor Relationship Management
- Data-driven decision-making
- Change Implementation
- Customer-Centric Approach
Timeline
Phyiscal Damage Claims Director
GEICO
07.2019 - Current
Claims Manager
GEICO
05.2015 - 07.2019
Subject Matter Expert- Auto Claims
GEICO
11.2014 - 05.2015
Claims MDP/Supervisor
GEICO
01.2012 - 11.2014
United States Navy- Submarines
USS Nebraska
Master of Science - Organizational Leadership
University of Colorado At Boulder
Bachelor of Arts - Business Administration
Ashford University