Patrick Fowle
Grand Rapids,MI
Summary
Dynamic leader with 15+ years of experience managing teams, supervising operations, and driving performance improvements across insurance and telecommunications industries. Adept at remote team management, escalation resolution, compliance oversight, and staff development. Recognized for fostering high-performing teams, ensuring operational accuracy, and delivering exceptional customer service outcomes.
Overview
20
20
years of professional experience
Work History
Customer Service Representative
Priority Health
09.2025 - Current
- Resolve member, provider, and employer inquiries regarding benefits,eligibility, and authorizations.
- Educate members via outbound welcome calls and benefit clarification.
- Document service interactions and ensure compliance with departmental guidelines.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Managed high-volume calls, ensuring timely resolution of issues and maintaining customer satisfaction.
Claims Field Rep Liability
Farmers Insurance
01.2024 - 06.2025
- Represented company in public relations and management capacities.
- Investigated coverage, determined liability, and negotiated settlements.
- Guided external stakeholders through claims processes, demonstrating authority and leadership in decision-making.
- Collaborated with clients to gather necessary documentation for insurance claims processing.
- Conducted property inspections to assess damage and determine appropriate claims resolutions.
Managed Repair Rep / Claims Generalist
Progressive Insurance
06.2017 - 06.2023
- Negotiated repair processes with body shops and managed claim resolutions.
- Directed inspections, estimates, and total loss evaluations.
- Led external partners through claims processes, ensuring fair and efficient outcomes.
- Coordinated repair processes to ensure timely claims resolution and customer satisfaction.
- Analyzed repair estimates for accuracy, adhering to company guidelines and industry standards.
Claims Service Center Supervisor
AAA
06.2013 - 05.2016
- Supervised 10 direct reports, managing both onsite and remote staff in a claims call center.
- Oversaw initial claim loss reporting and ensured accuracy in claim file documentation.
- Conducted call audits, delivered performance feedback, and coached staff to improve service quality.
- Monitored attendance and handled corrective actions to maintain compliance with corporate procedures.
- Directed workflow and quality control, balancing efficiency with customer service objectives.
Broadband Customer Care Lead
Charter Communications
04.2006 - 12.2011
- Supervised and coached Customer Service Representatives, monitoring productivity, attendance, and workflow.
- Managed escalations, resolving complex billing disputes and service complaints.
- Generated management reports and maintained documentation for operational oversight.
- Trained and mentored staff, improving performance and customer satisfaction.
- Balanced customer retention with upselling, promoting cable services while resolving service concerns.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
Education
Bachelor of Science - Communication (Leadership Concentration)
University of Phoenix
Associate of Arts - Foundations of Business
University of Phoenix
Skills
- Remote Team Supervision & Coaching
- Escalation Management
- Operational Oversight & Compliance
- Stakeholder Representation
- Process Leadership & Workflow Optimization
- Customer Service Excellence
Timeline
Customer Service Representative
Priority Health
09.2025 - Current
Claims Field Rep Liability
Farmers Insurance
01.2024 - 06.2025
Managed Repair Rep / Claims Generalist
Progressive Insurance
06.2017 - 06.2023
Claims Service Center Supervisor
AAA
06.2013 - 05.2016
Broadband Customer Care Lead
Charter Communications
04.2006 - 12.2011
Bachelor of Science - Communication (Leadership Concentration)
University of Phoenix
Associate of Arts - Foundations of Business
University of Phoenix