Michael Romanello
Oviedo,FL
Summary
Proven business expert with over 27 years of experience in the Auto Insurance industry. Highly motivated, flexible leader that collaborates across disciplines, drives improvement and delivers results.
Overview
26
26
years of professional experience
Work History
Good Hands Repair Network Manager
Allstate Insurance
01.2023 - Current
- Oversee and foster relationships with leading Multiple Body Shop Organizations that repair hundred of thousands of vehicles for Allstate annually. Grew network of repair facilities that service our customers over 18%
- Manage team of liaisons that partner with Multiple Shop Organizations
- Responsible to achieve key targets including but not limited to Customer Experience, Estimating Accuracy, Cycle Time
- Collaborate with Design partners, Technology, Reporting, Data Scientists to ensure Allstate provides best in class experience
Total Loss Design Manager
Allstate Insurance
01.2018 - 12.2022
- Led team that researched design trends, technology and processes that reduced cycle time, rental and storage costs.
- Partnered with Data Science team to increase immediate identification of obvious and potential total losses through use of AI from 5% to over 50%.
- Reduced total loss cycle time by 40%, improved customer service by 4%.
- Created and trained country on enhanced total loss determination guidelines which improved early identification of total losses on complex damaged vehicles.
- Transitioned from voice to automated communications to present total loss value and stood up electronic signature process for all title transfer paperwork.
Auto Design Virtual Estimating Lead Consultant
Allstate Insurance
12.2016 - 12.2017
- Design Standard Process for QuickFoto Specialist, Adjuster, Estimator roles in India and stateside.
- Onsite Trainer for QuickFoto Specialists/Dispatchers, Team Lead in India. Team's oversight accuracy result 97.5% far surpassed project goal of 90%. Supported Estimator training.
- Collaborate with cross areas of responsibility to solve issues during roll out.
- Coordinate and led Process Design meetings with Home Office and cross functional teams. Presented Standard Process documents and flow charts to Senior Managers.
- Performed as individual contributor on Virtual Assist project. Involved in testing, learning and development of Virtual Assist application.
- Evaluate performance through continuous analysis of key performance indicators (KPIs), quality, compliance and responsiveness to staffing requests which included vendors.
- Exceeded goals through effective task prioritization and great work ethic.
Claims Process Design Manager
Allstate Insurance
04.2016 - 12.2016
- Led team of Managers and other Claim Professionals. Influence activities that support field management in achieving their objectives.
- Designed, developed, supported and implemented discretionary projects and strategies that adhere to Allstate Best Practices including: Total Loss, Virtual Claim Handling, estimating guidelines, management oversight, change management, field engagement and Continuous Improvement.
- Responsible for countrywide customer experience, operational excellence and process execution.
- Represent Auto Claim Line Management at cross-disciplinary claims meetings and cross-area of responsibility meetings.
- Analyze countrywide data, track trends. Built aggressive action plans to strategically and tactically address opportunity areas identified in business results.
- Authority level reached $ 250,000.
Auto Claims Quality Process Expert
Allstate Insurance
07.2014 - 04.2016
- Managed, coached and developed team of Outside Damage Quality Evaluators across Florida to ensure proper loss cost management and promote customer service.
- Conducted calibrations focusing on loss cost drivers and other areas of opportunity including Total Loss. Improved panhandle accuracy by 3%.
- Implemented Good Hand Repair Network Mini Blitzes at high volume facilities to validate estimating accuracy and identify trends. Shops improved their estimating accuracy by 1.5%. Cycle time improved by half day based off joint action plans.
Auto Innovation And Field Support Liaison/Field Process Improvement Team
Allstate Insurance
03.2013 - 07.2014
- Trained Catastrophe and Contingent Worker and Leaders on CCC ONE Evaluation Total Loss product.
- Provided quality reviews, oversight training and support for entire country.
- Countrywide Total Loss valuation accuracy increased by .7%.
- Home Office Liaison for California and Northeast regions. Provided guidance and support to local leadership.
- Analyzed severity reports discussed opportunities and strategies that guided improvement.
- Played instrumental part in second phase of roll out for QuickFoto. Conducted training sessions for multiple areas of country, helped design oversight process. .
- Subject Matter Expert responsibilities included; QuickFoto, Market Conduct Exams, Allstate Road Side Service/Towing, Class Action Lawsuits. AORs; Catastrophe, Subrogation, Express, Commercial
Auto Frontline Performance Leader Total Loss And Field
Allstate Insurance
04.2008 - 03.2013
- Provided oversight, coaching, training to 12 Adjusters.
- Responsible for operational reporting. Identified trends, designed and implemented action plans to achieve key organizational goals.
- Collaborated across offices, disciplines to create strategies that drove unit results. Influenced peers and senior leaders during strategic planning sessions.
- Responsible for high-level results for Total Loss Determination, Accuracy, while increasing unit's customer service ranking by 33%. Improved cycle time, estimate accuracy by 1.5% while focused on employee development.
- Assist team in handling complex claims with Good Hand Repair Network partners and field staff
- Responsible for hiring, salary administration and performance management.
Auto Adjuster
Allstate Insurance
05.1998 - 04.2008
- Handled up to 10 total loss settlements per day as Total Loss Service Representative. Handled highly complex claims for Total Loss Department.
- Oversaw Orlando auction, 100 plus vehicles per week. Rerun net profit averaged over $ 150,000.00 per year.
- Provided outstanding customer service in auto physical estimating, 98.2%.
- Investigated claims for potential fraud, completed estimates and communicated findings to our customers.
- Responsible for estimating accuracy, cycle time, customer service, loss cost.
Education
Bachelor of Arts - Communications/Human Relations
Western Connecticut State University
Danbury, CT1994
Skills
- Leadership
- Strategic Process Improvement
- Foster Relationships
- Communication Skills
- Highly Motivated
- Company Loyalty
- Collaborative Partnership
- Cultural Awareness
- Flexible
- Proficient in Analytics, Reporting
- Quality Control
- Proficient in Excel, Word and Power Point
Accomplishments
ICAR Platinum Pro Level 3
Wings of Excellence Award Winner 2015
Customer Service Award - Sugar Bowl Trip 2006
The Good Hands Award 2005
Improved Auto Field Unit CSA Customer Service ranking by 50% over a 1.5 year span
Timeline
Good Hands Repair Network Manager
Allstate Insurance
01.2023 - Current
Total Loss Design Manager
Allstate Insurance
01.2018 - 12.2022
Auto Design Virtual Estimating Lead Consultant
Allstate Insurance
12.2016 - 12.2017
Claims Process Design Manager
Allstate Insurance
04.2016 - 12.2016
Auto Claims Quality Process Expert
Allstate Insurance
07.2014 - 04.2016
Auto Innovation And Field Support Liaison/Field Process Improvement Team
Allstate Insurance
03.2013 - 07.2014
Auto Frontline Performance Leader Total Loss And Field
Allstate Insurance
04.2008 - 03.2013
Auto Adjuster
Allstate Insurance
05.1998 - 04.2008
Bachelor of Arts - Communications/Human Relations
Western Connecticut State University
Similar Profiles
Leryn O’BoyleLeryn O’Boyle
Auto Liability Adjuster at Allstate InsuranceAuto Liability Adjuster at Allstate Insurance
TyEsha SmithTyEsha Smith
Licensed Insurance Agent at Allstate InsuranceLicensed Insurance Agent at Allstate Insurance
Cortney RahnCortney Rahn
Claims Adjuster at Allstate InsuranceClaims Adjuster at Allstate Insurance
DEEPAK DHINDSADEEPAK DHINDSA
Allstate Sales Agent at Allstate InsuranceAllstate Sales Agent at Allstate Insurance
Mary FrazierMary Frazier
8th Grade History and Language Arts Teacher at Seminole County Public Schools8th Grade History and Language Arts Teacher at Seminole County Public Schools