Kevin Bidney
Oregon City,OR
Summary
Trusted Insurance Executive/Manager/ Adjuster with over 34 years of Insurance industry experience. At AIG Claims Inc, spearheaded a team to enhance customer satisfaction and staff stabilization, leveraging strong decision-making and relationship-building skills. Drove performance improvement and compliance, significantly boosting organizational cohesion and client retention through strategic leadership of claims team and effective communication.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Assistant Vice President Inland Marine Claims
AIG Claims Inc
01.2014 - 08.2024
- Established a high-performance culture within team by setting clear expectations and providing regular feedback on individual performance contributions. Direct managed staff which ranged from 13-21 adjusters. Oversight of a 7-person third party claim administration claim team involving Dealer Open Lot.
- Collaborated closely with executive leadership to align department goals with overall company objectives, resulting in stronger organizational cohesion.
- Managed diverse portfolio of projects, ensuring that each project met established quality standards and delivered expected results on time and within budget. Developed the Claims Digital Portal which allowed external input to set up claims and generate claim numbers.
- Fostered strong relationships with key clients, leading to repeat business and a significant increase in customer satisfaction ratings. Maintained contact with retail agents, wholesale brokers, and other external customers.
- Managed risk effectively by implementing robust compliance procedures and conducting regular audits of internal controls. Completed Open File Reviews on all staff.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills. Handled issues involving coverage disputes and customer service.
- Reported issues to higher management with great detail. Responsible for Catastrophe reporting and large loss reserves.
- Assisted in recruiting, hiring and training of team members. Constructed job postings and conducted interviews.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness. Completed mid year performance reviews and end of year reviews for compensation management. Scheduled one on one meetings with individuals on regular basis.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Enhanced collaboration between team members by implementing innovative communication tools and fostering an open dialogue culture.
Material Damage Manager
AIG Claims Inc
02.1998 - 01.2014
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery. Oversight of all Material Damage issues dealing with insureds, claimants, body shops, and dealers.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance. Cross trained entry level vehicle physical damage adjusters in the art of vehicle physical damage estimate writing and total loss negotiations.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics. Closed file review scores always among the best in company involving shortfall and Best Practices.
- Reduced operational costs through comprehensive process improvement initiatives and resource management. Utilizing desk review and subrogation audits instead of hiring appraisers.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques. Developed audit process to track continuous customer contact and prompt payment of claims.
- Established team priorities, maintained schedules and monitored performance. Developed separate Material Damage audit process to perform 10 audits per adjuster per month over an above separate quality assurance group.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Launched quality assurance practices for each phase of development
Education
Bachelor of Science - Business Administration
Lewis & Clark College
Portland Oregon 06.1987
Skills
- Decision Making & Judgment
- Issue Resolution Skills
- Recruiting and Hiring
- Negotiation
- Effective relationship building
- Staff Management
- Policy compliance
- Performance Improvement
- Procedure Implementation
- Team Leadership
- Teamwork and Collaboration
- Customer Relations
Certification
Licensed Adjuster: OR, WA, AK, AZ, CT, DE, FL,GA, ID, KY, LA, Me, MS MT, NC, NH, MN, NV, NY, RI, SC, TX, UT, VT, WV, WY.
Timeline
Assistant Vice President Inland Marine Claims
AIG Claims Inc
01.2014 - 08.2024
Material Damage Manager
AIG Claims Inc
02.1998 - 01.2014
Bachelor of Science - Business Administration
Lewis & Clark College
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