Paul Philbrick
Concord,NC
Summary
Hardworking and motivated professional with several years of experience and record of success in industry. Solid history balancing team performance, customer service targets and business objectives. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Claim Professional
Travelers
Charlotte, NC
09.2019 - Current
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Motivated and encouraged team members to communicate more openly and constructively with each other.
- Coached, mentored and trained team members in order to improve their job performance.
- Provided leadership during times of organizational change or crisis situations.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
Outside Catastrophe Representative
Travelresources
Charlotte, NC
07.2021 - 07.2022
- Advised customers on the status of their claims throughout the process.
- Provided guidance to team members regarding best practices in handling insurance claims.
- Resolved customer complaints by providing accurate information and appropriate solutions.
- Participated in training sessions to stay abreast of changes in policies or procedures.
- Built rapport and trust with insureds through effective customer service techniques which involved fair and prompt processing of claims.
National Claim Center Resolution Team
Travelers
Windsor, NC
04.2017 - 09.2018
- Interpreted policy language to determine coverage for insureds under various lines of business.
- Attended continuing education classes in order to stay abreast of changes in industry standards.
- Evaluated performance metrics regularly; suggested modifications where necessary for increased efficiency.
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Traveled to customer sites to evaluate fallen trees, leaking roofs and other issues to create accurate cost estimations.
Customer Service Representative
Travelers
Windsor, CT
02.2016 - 04.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a professional attitude while providing excellent customer service.
- Performed data entry tasks to keep records up-to-date and accurately entered into the system.
Guest Relation Manager
Texas Roadhouse
Manchester, CT
11.2007 - 02.2016
- Facilitated guest feedback surveys to identify areas of improvement in customer service.
- Resolved escalated customer complaints professionally and efficiently.
- Ensured compliance with all food safety regulations and sanitation standards.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Oversaw the recruitment, hiring, onboarding, training, scheduling and evaluation of employees.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
- Maintained detailed records of sales transactions and daily shift reports.
- Assisted with kitchen preparation during peak times as needed.
Assistant General Manager
Hooters Inc.
Wethersfield, CT
11.2013 - 07.2014
- Managed daily operations of the store, including scheduling and supervising staff.
- Ensured that customer service standards were met or exceeded at all times.
- Monitored inventory levels and placed orders for new stock as needed.
- Analyzed financial data and prepared reports for senior management.
- Created promotional campaigns to increase store traffic and generate revenue.
- Resolved customer complaints in a timely manner while maintaining a professional demeanor.
- Implemented safety protocols to protect both customers and employees from potential hazards.
Education
Bachelor of Arts - History
Eastern Connecticut State University
Willimantic, CT12-2013
Associate of Science - Pre-nursing
Manchester Community College
Manchester05-2011
Skills
- Fundamental Mathematics
- Collaborative Team Building
- Excellent Communication
- Cross-Functional Teamwork
- Multitasking
- Analytical
- Decision-Making
- Active Listening
- Verbal Communication
- Problem Resolution
Certification
- Hold property insurance licenses in all states requiring one.
- sUAS Drone Pilot
Affiliations
- HOA President -2020-2022
- Coach
References
References available upon request.
Timeline
Outside Catastrophe Representative
Travelresources
07.2021 - 07.2022
Senior Claim Professional
Travelers
09.2019 - Current
National Claim Center Resolution Team
Travelers
04.2017 - 09.2018
Customer Service Representative
Travelers
02.2016 - 04.2017
Assistant General Manager
Hooters Inc.
11.2013 - 07.2014
Guest Relation Manager
Texas Roadhouse
11.2007 - 02.2016
Bachelor of Arts - History
Eastern Connecticut State University
Associate of Science - Pre-nursing
Manchester Community College
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