Joseph Penny
Chandler,AZ
Summary
Seasoned Claims Manager with a proven track record, enhancing customer satisfaction scores to above 95%. Expert in policy interpretation and team management, I've successfully implemented efficiency programs and driven quality compliance scores to new heights. My leadership has consistently improved operational outcomes and client satisfaction.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Claims Manager
QBE North America/RiverStone International
01.2022 - Current
- Company Overview: Riverstone purchased QBE business on 10/30/2024
- Responsible for all commercial auto/liability claims
- Provided oversight for our national glass program
- Implemented new efficiency programs, Quick estimate and CCC total loss compliance tool
- Through coaching, we drove customer satisfaction scores from 69% to above 95%.
- Enhanced claims quality and compliance scores from 79% and 63%, respectively to 97% and 98%
Claims Territory Leader
National General Insurance
01.2021 - 01.2022
- Responsible for the handling of California personal line auto claims
- Helped to launch/create new AZ claims office
- Hired and helped train AZ staff
- Mentored new AZ claim supervisors
Claims Analyst - Repo Plus
Allied Solutions LLC
01.2020 - 01.2021
- Responsible for the handling of insurance claims on repossessed autos on behalf of financial institution clients
- Investigate for coverage on damage repossessed autos, file and negotiate claims with insurance carriers
Claims Manager
QBE North America
Chandler, USA
01.2017 - 01.2019
- Responsible for all commercial and personal line auto/liability claims in the western region
- Provided oversight for our national glass and roadside assistance programs
- Implemented new call center initiative
- Improved calls answered percentage from below 50% to 95%
- Through coaching drove customer satisfaction scores from 70% to above 90%
- Enhanced claims quality and compliance scores from 75% and 70%, respectively to above 90%
Director of Auto Physical Damage Claims
2B Claim Services
Gilbert, USA
01.2016 - 01.2017
- Managed commercial and personal line auto physical damage claims
- Implemented total loss program, reduced client cycle times by 40%
- Reduced client’s advanced charges and rental expenses
- Deployed fast track and claim overflow programs attracting new clients
Director of Claim Operations & FNOL
National General
Chandler, USA
01.2013 - 01.2016
- Company Overview: Business acquired from QBE in 2015
- Oversaw auto physical damage claims, first notice of loss and claims administration teams
- Brought outsourced model for subrogation and salvage to an in-house operation, reduced operational costs and increased recoveries
- Streamlined claims reporting process from multiple phone numbers and vendors to a single simplified system
- Implemented and directed call center team in Cebu City, Philippines, reducing operational costs
- Business acquired from QBE in 2015
AVP Claim Division Manager
QBE North America
Chandler, USA
01.2009 - 01.2013
- Company Overview: Business acquired from Balboa in 2011
- Oversite of auto claims, subrogation, salvage and claims administration
- Drove employee satisfaction and customer service scores to highest in claim department
- Conducted quarterly business review meetings with Financial institution clients
- Lead operation of over 110 associates and two external MGA/TPA clients
- Business acquired from Balboa in 2011
Physical Damage Manager
Balboa Insurance Company
Chandler, USA
01.2005 - 01.2009
- Oversite of outside insurance collections and vendor management for all auto related vendors
- Launched new lender recovery department, RepoSource
- Increased recoveries from less than $40k per month to over $1 million
- Onboarded several new Financial institution clients to RepoSource
- Implemented and directed call center team in Mumbai, India, reducing operational costs
General Manager
TNT Collision Centers
Mesa, USA
01.2002 - 01.2005
Branch Claims Supervisor
Famers Insurance Company
Mesa, USA
01.1999 - 01.2002
Direct Repair Facility Coordinator
Famers Insurance Company
Mesa, USA
01.1996 - 01.1999
Claims Representative
Famers Insurance Company
Mesa, USA
01.1991 - 01.1996
Education
Bachelor of Science - Business Administration
Northern Arizona University
Flagstaff, AZ01.1991
Skills
- Policy interpretation
- Legal compliance
- Team management
- Procedure implementation
- Claims auditing
- Disability claims process
Certification
- Six Sigma Green Belt, 01/10
- ICAR Gold Certified
- Insurance Adjuster Licenses, AZ
Timeline
Claims Manager
QBE North America/RiverStone International
01.2022 - Current
Claims Territory Leader
National General Insurance
01.2021 - 01.2022
Claims Analyst - Repo Plus
Allied Solutions LLC
01.2020 - 01.2021
Claims Manager
QBE North America
01.2017 - 01.2019
Director of Auto Physical Damage Claims
2B Claim Services
01.2016 - 01.2017
Director of Claim Operations & FNOL
National General
01.2013 - 01.2016
AVP Claim Division Manager
QBE North America
01.2009 - 01.2013
Physical Damage Manager
Balboa Insurance Company
01.2005 - 01.2009
General Manager
TNT Collision Centers
01.2002 - 01.2005
Branch Claims Supervisor
Famers Insurance Company
01.1999 - 01.2002
Direct Repair Facility Coordinator
Famers Insurance Company
01.1996 - 01.1999
Claims Representative
Famers Insurance Company
01.1991 - 01.1996
- Six Sigma Green Belt, 01/10
- ICAR Gold Certified
- Insurance Adjuster Licenses, AZ
Bachelor of Science - Business Administration
Northern Arizona University
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