MICHAEL QUINNEY
Fontana,CA
Summary
Accomplished Senior Operations Executive with 25 years in customer service and call center management. Expertise in P&L management, business research, and site operations drives efficiency across corporate departments. Proven ability to resolve claims through thorough investigations and negotiations, while fostering productive relationships. Experienced in payroll and human resources management within small businesses, effectively supporting senior team members and managing high volumes of claims.
Overview
33
33
years of professional experience
Work History
Claims Specialist II
MERCURY INSURANCE COMPANY
BREA, CALIFORNIA
04.2022 - Current
- Investigated and resolved claims involving bodily injury, liability, and property damage to third parties, determining coverage applicability, legal responsibility, loss valuation, and claim resolution.
- Core Duties
- Received and set up claims, investigated losses, evaluated coverage, and determined liability to ensure accurate claim processing.
- Evaluated bodily injury and property damage, set and maintained reserves, identified fraud and claim irregularities, managed vendors and experts, and handled negotiations, settlements, and litigation to achieve claim resolution while documenting compliance with laws and company standards.
Office Manager
GUCHI GRAPHICS, INC.
ONTARIO, CALIFORNIA
12.2019 - 03.2021
- Managed daily office operations for graphics production and administrative support.
- Oversaw daily operations of leading graphic design installation company on west coast. Duties include developing quotes and costs for new and recurring installations at businesses including retail, office and transportation. Conducted surveys for potential projects and followed up on project scope to ensure alignment with client needs. Also arranged scheduling of payments. Coordination of installation with in house and subcontractors in multiple markets across the United States. Produce and distribute invoices for processed work to clients and handle procurement of supplies for office and installation teams.
- Coordinated client correspondence, phone calls, and front desk reception.
- Maintained invoices, billing records, and accounts payable files.
Vice President (VP) of Operations
ADVANCED INFORMATION MARKETING, INC.
Bel Air, MD
01.2007 - 01.2019
- Operations Manager | 2002 2007
- Manage cross-functional customer service staff of 50 in state-of-the art call center / contact center environment; developed and managed $1,000,000 annual operating budget.
- Created KPI system that enabled real-time operational assessments and forecasting for resource allocation, delivery timelines, and quality metrics
- Developed specialized processes for research, networking, lead generation, and nurturing, while establishing compliance and quality improvement standards
- Coordinated development of policies and procedures that strengthened customer relationships, captured research data, and expanded national B2B network
- Managed research data to support 1,000+ commercial customers in 36 national markets
Assistant Manager
PROFESSIONAL LIVERY
Columbia, MD
01.2001 - 01.2002
- Supervised chauffeur schedules and daily dispatch for premium livery operations.
- Coordinated client reservations and special transportation requests for Professional Livery.
- Monitored vehicle readiness, cleanliness, and service standards across fleet.
- Developed policies and procedures, standardizing logistics and route planning processes to support high volume car services and transportation for high-demand client base
Manager, Central Office Operations
ECHOSTAR/DISH NETWORK
Elkridge, MD
01.2000 - 01.2001
- Managed administrative activities for data research, production, and order fulfillment, resolving customer service issues to enhance satisfaction.
- Developed comprehensive training module for roles, trained new hires on performance appraisal system, and implemented Nurturing Program to establish customer service standards.
- Managed DISH Network customer escalations across billing, installation, and service orders.
- Directed EchoStar field operations teams supporting satellite installation schedules and dispatch.
- Oversaw call center workflows for subscriber support and retention inquiries.
Dispatch and Service Supervisor
COMCAST CABLE COMMUNICATIONS
Sarasota, FL
01.1994 - 01.2000
- Led service and installation dispatch department, managing over 100 installation and service techs and 20 dispatchers.
- Supervised Comcast cable service teams across daily field operations and dispatch
- Coordinated technician schedules, service orders, and customer appointment routing
- Monitored service outages, ensuring 95% service availability across three-county area.
- Coached service representatives on install standards, repair procedures, and safety practices
Associate Membership, American Society of Home Inspectors
SECOND OPINION HOME INSPECTIONS
, CENTRAL FLORIDA
01.1994 - 01.1998
- Conducted detailed visual and tactile inspections for banks, real estate, and insurance companies to verify the physical condition of residential and commercial properties, including mechanical and electrical systems (plumbing, electrical, HVAC, boilers) and structural components (roofs, attics, crawl spaces, basements, foundations).
Education
Computer Science, Business Administration
University of Texas
Austin, TXSkills
- Claims analysis
- Liability evaluation
- Coverage evaluation
- Injury assessment
- Claims reserve management
- Fraud detection
- Policy analysis
OPERATIONS MANAGEMENT AREAS
- Customer Service Management
- Call Center Operations
- Customer Contact Management
- Strategic Planning
- Project / Change Management
- Policy Development
- Forecasting & Analysis
- P&L / Budget Management
- Cost Savings Initiatives
- Shipping & Logistics
- Compliance & Reporting
- Client & Vendor Relations
- Quality Improvement
- Training, Coaching & Incentives
- Business Process Reengineering
- HR and Payroll administration
Timeline
Claims Specialist II
MERCURY INSURANCE COMPANY
04.2022 - Current
Office Manager
GUCHI GRAPHICS, INC.
12.2019 - 03.2021
Vice President (VP) of Operations
ADVANCED INFORMATION MARKETING, INC.
01.2007 - 01.2019
Assistant Manager
PROFESSIONAL LIVERY
01.2001 - 01.2002
Manager, Central Office Operations
ECHOSTAR/DISH NETWORK
01.2000 - 01.2001
Dispatch and Service Supervisor
COMCAST CABLE COMMUNICATIONS
01.1994 - 01.2000
Associate Membership, American Society of Home Inspectors
SECOND OPINION HOME INSPECTIONS
01.1994 - 01.1998
Computer Science, Business Administration
University of Texas