Hi, I’m
Robert Jay
Lincoln,NE
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
19
years of professional experience
Work History
State Farm Insurance IncLincoln, NE
Claim Team Manager
12.2012 - Current
Job overview
- Enable claim team to carry out operations efficiently and accurately by providing procedural and informational guidance.
- Adhere to industry fair claims practices and state regulatory guidelines in processing auto injury claims and maintain compliance throughout department.
- Responsible for managing multiple competing high-priority obligations with attention to detail and on-going customer focus.
- Manage 5 to 18 team members effectively to meet high production standards with accurate results.
- Coach team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Resolve customer inquiries and complaints requiring management-level escalation.
State Farm Insurance IncLincoln, NE
Catastrophe Call Center Supervisor
01.2011 - 12.2012
Job overview
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Trained and supervised employees from various internal departments to assist customers with catastrophe related losses.
- Led 20-40 employees managing high-volume of inbound and customer calls involving new loss reports.
State Farm Insurance IncLincoln, NE
Claim Representative
04.2004 - 01.2011
Job overview
- Processed high volumes of bodily injury claims efficiently while working in fast-paced environment.
- Communicated effectively with attorneys, insureds, and claimants to settle and conclude bodily injury claims.
- Investigated, evaluated, and negotiated multiple claims daily to ensure company standards were met for timely and accurate resolution.
Education
University of Nebraska - LincolnLincoln, NE
Bachelor of Science from Business Administration
05.2000
Skills
- Evaluation Strategies
- Performance Monitoring
- Team Motivation
- Auto Insurance Claims Knowledge
- Data Analytics
Timeline
Claim Team Manager
State Farm Insurance Inc
12.2012 - Current
Catastrophe Call Center Supervisor
State Farm Insurance Inc
01.2011 - 12.2012
Claim Representative
State Farm Insurance Inc
04.2004 - 01.2011
University of Nebraska - Lincoln
Bachelor of Science from Business Administration