Michael Blackburn

2025 – GHRN Oversight & Performance Leader

• Lead a high-performing team of 10–11 Damage Consultants responsible for conducting virtual reinspection’s, delivering claim guidance, and providing coaching to Good Hands Repair Network (GHRN) repair facilities.
• Drive oversight strategies that promote estimating accuracy, claim quality, loss cost management, and consistency across the repair network.
• Partner with repair facilities to strengthen operational performance while maintaining a positive customer and shop experience.
• Utilize data-driven insights and performance metrics to identify opportunities, improve outcomes, and support enterprise objectives.
• Led cross-functional teams to enhance operational efficiency and streamline processes.
• Oversaw training programs for new employees, fostering skill development and team cohesion.
• Analyzed market trends to inform product offerings and drive competitive advantage.
• Facilitated regular performance reviews, aligning team objectives with company goals.
• Identified team weak points and implemented corrective actions to resolve concerns.

March 2026 – Expanded Role: Performance Leadership

• Assumed an expanded performance leadership role within the GHRN oversight model, integrating operational oversight with performance management responsibilities.
• Strengthened partnerships with network repair facilities while driving improvements in cycle time, repair quality, estimating accuracy, and customer experience metrics.
• Provided strategic coaching and performance guidance to promote accountability, consistency, and continuous improvement across the network.
• Balanced relationship management and performance expectations to support organizational goals, operational excellence, and customer satisfaction.

2017–2018 | GHRN & Staff Quality Assurance Leader

• Led a team of 11 Damage Evaluators responsible for quality assurance, claim oversight, and performance governance across GHRN and Staff claim operations.
• Drove improvements in claim quality, customer experience, compliance, and loss cost management through strategic coaching and operational oversight.
• Partnered with frontline leaders and repair facilities to improve performance, strengthen accountability, and ensure consistent claim handling practices.
• Leveraged quality data, audits, and market calibrations to identify trends, mitigate risk, and drive continuous improvement initiatives.

2010–2017 | Damage Evaluator / GHRN Oversight Leader

• Provided oversight of GHRN estimate quality, repair performance, and claim handling standards across network repair facilities.
• Led quality audits and reinspection programs that improved estimate accuracy, operational consistency, and loss cost outcomes.
• Served as a trusted advisor to repair facilities, guiding onboarding, training, and ongoing performance improvement efforts.
• Facilitated performance discussions with shop leadership and partnered on corrective action plans to improve quality and customer outcomes.
• Analyzed quality results and operational trends to inform business decisions and support strategic improvement initiatives.

2006 Field Adjuster

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• Managed complex auto claims while balancing customer advocacy, risk management, and financial stewardship.
• Delivered accurate damage assessments and negotiated favorable claim outcomes that supported customer satisfaction and loss cost objectives.
• Developed strong partnerships with repair facilities, customers, vendors, and legal stakeholders to drive efficient claim resolution.
• Leveraged analytical decision-making and industry expertise to improve claim quality, operational efficiency, and business performance.
• Recognized for effectively managing high-priority claims, resolving escalated issues, and delivering consistent results in a fast-paced environment.

2003-2006 State Farm Auto Estimatics Field Adjuster

• Leveraged industry-leading estimating platforms to deliver accurate repair assessments and support effective claim resolution.
• · Served as a technical resource for claim professionals, providing guidance on vehicle damage analysis, repair procedures, and reparability decisions.
• · Applied market valuation expertise and repair economics to support sound claim outcomes and cost-effective settlement strategies.
• · Evaluated repair estimates, photo documentation, vehicle damage, and causation factors to ensure quality, accuracy, and compliance.
• · Managed communications with customers, repair facilities, and business partners to facilitate timely claim resolution and strengthen stakeholder relationships.
• · Delivered exceptional customer experiences by proactively addressing inquiries, managing expectations, and guiding customers through the claims process.