Joseph Schroeder
Greenville
Summary
Dynamic leader with proven strategic abilities, enhancing customer engagement at School Specialty. Expert in data-driven decision making, I implemented cost-saving measures and trained management staff, achieving significant operational improvements. My coaching expertise and project execution skills fostered high-performance teams, driving accountability and service excellence.
Overview
23
23
years of professional experience
Work History
Associate Director of Customer Service
School Specialty
Greenville, WI
03.2019 - 03.2026
- Implemented strategic initiatives to enhance product offerings and drive customer engagement.
- Managed project timelines and resources to ensure timely delivery of Customer Resolutions
- Analyzed data to refine processes and improve Agent productively
- Established partnerships with Sales leaders to expand outreach and support initiatives.
- Assisted senior leadership in managing all aspects of operations.
- Trained and developed department leaders and management staff for specific projects and ongoing operational needs.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
Customer Care Manager
Jewelers Mutual
Neenah, WI
03.2016 - 02.2019
- Led customer service team, developing support processes and improving response times.
- Implemented training programs, increasing staff competence and service quality.
- Developed strategies to resolve customer issues, boosting satisfaction ratings significantly.
- Analyzed customer feedback data to identify trends and inform service improvements.
- Established performance metrics, driving accountability and ensuring high standards of service delivery.
Claims Examiner
Jewelers Mutual
Neenah, WI
01.2012 - 03.2016
- Led complex claims investigations, ensuring compliance with industry regulations and company policies.
- Mentored junior examiners, enhancing their analytical skills and claim assessment accuracy.
- Developed and implemented efficient claims processing workflows, reducing turnaround times significantly.
- Collaborated with cross-functional teams to resolve high-value claims disputes effectively.
Senior Claims Adjuster
American Family Insurance
Appleton, WI
06.2003 - 01.2012
- Conducted thorough investigations of claims, utilizing advanced analytical tools to assess damages and liabilities.
- Interviewed claimants and witnesses to gather factual information.
- Contributed to the continuous improvement of departmental policies and procedures through the identification of inefficiencies and proactive problem-solving techniques.
- Minimized company exposure to financial risk by diligently identifying fraudulent claims and coordinating with legal teams for resolution.
- Managed a diverse caseload of property and casualty claims while maintaining strict adherence to state regulations and internal guidelines.
Education
Bachelor of Science - Administration And Criminal Justice
Marian College
Fond Du Lac, WI05-2003
Associate of Applied Science - Criminal Justice
Fox Valley Technical College
Appleton, WI05-2001
Skills
- Project execution
- Proven strategic leadership abilities
- Data-driven decision making
- Coaching expertise
Timeline
Associate Director of Customer Service
School Specialty
03.2019 - 03.2026
Customer Care Manager
Jewelers Mutual
03.2016 - 02.2019
Claims Examiner
Jewelers Mutual
01.2012 - 03.2016
Senior Claims Adjuster
American Family Insurance
06.2003 - 01.2012
Bachelor of Science - Administration And Criminal Justice
Marian College
Associate of Applied Science - Criminal Justice
Fox Valley Technical College