Michael Wilkinson

• Manage claim level of 20 to 40 claims on a daily basis with authority of $14,000.00 to resolve claims.
• Leveraged strong listening skills to fully understand customer's perspective, enabling tailored and empathetic responses during conflict resolution.
• Implemented effective communication skills to deescalate high-tension situations, fostering positive relationships between customers and company.
• Improved customer satisfaction by resolving complex issues promptly and professionally.
• Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.

• Examined photographs and surveillance and any other documents relating to claims.
• Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
• Coordinated with local body shops to assign repair jobs and obtained rental vehicles for customers for duration of restoration process.
• Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
• Reviewed police reports, photographs and other documentation to gain complete understanding of accident.
• Successfully negotiated settlements with claimants and insurers.
• Proved successful working within tight deadlines and a fast-paced environment.
• Adaptable and proficient in learning new concepts quickly and efficiently.
• Answered customer questions regarding deductibles.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Prepared summaries of damage, payments, and policy coverage.
• Directed claims negotiations within allowable limit of $14,000.00 and supported successful litigations for advanced issues.
• Prepared and filed arbitration cases.

• Managed branch size of over 300 cars and team of 8 full and part-time employees.
• Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
• Facilitated customer satisfaction by executing personal communication and frequent follow-ups.
• Developed and managed employee schedules, balancing individual requests and requirements with business needs.
• Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
• Conducted weekly staff meetings to motivate staff members, address concerns, and questions, plan improvements and evaluate progress toward goals.
• Managed customer accounts and invoicing.
• Answered phone calls and responded to customer emails.
• Assisted in resolving customer complaints and grievances.