Russ McCune
Barberton,OH
Overview
15
15
years of professional experience
Work History
Resource Planning Analyst II
08.2022 - Current
- Provide support for Specialty Phones by hosting monthly meetings to review Answer Performance, Forecasting, and Shrinkage data. Also made recommendations on operating hours, optimal schedules, holiday staffing, and PTO allotments that they implemented.
- Approve or deny Schedule Change Requests (SCRs) for the Central Loss Reporting Unit (CLRU (Austin site)), Photo Estimating Group (PEG), Central Claims Unit (CCU), Team Based Handling (TBH), Full Time Weather (FTW), Outbound Subrogation, and Subrogation Support.
- Create monthly parameters for SCRs for CLRU. Also create the schedules for CLRU new hire classes.
- Created multiple Power BI reports including a Glass dashboard and a Shrinkage dashboard for all groups my team supports.
- Rotated on-call coverage which included presenting weekly meetings to CLRU leadership regarding their answer performance.
- Lead quarterly review meetings for FTW and Inbound Subrogation/Fixed PD/Virtual Total Loss/Fixed PD.
- Taught new hires how to pull and analyze data (mainly call volume, answer performance, shrinkage, and PTO allotments). Then showed them how to use that data to build PowerPoint presentations.
- Taught new hires how to forecast and update those forecasts in Verint.
- Taught new hires how to decision and process SCRs.
Workflow Coordinator/Resource Planning Analyst I
07.2015 - 08.2022
- Maintained Service Level Agreements by monitoring claim volume and allocating the appropriate amount of resources to assign the volume in a timely manner.
- Became the point of contact/team lead when the supervisor was out of office.
- Helped new hires on-board; ensuring they understood all aspects of the role, especially volume, capacity, and resource allocation.
- Work with Loss Assignment leadership to make training recommendations to ensure proper coverage.
- Review schedule change requests monthly for Central Claims Unit (CCU) and Photo Estimating Group (PEG).
- Develop capacity models for various business partners, especially CCU.
Licensing Specialist – Senior
03.2013 - 06.2015
- Assisted claims adjusters in the process of obtaining and maintaining an adjuster, appraiser, or emergency license by passing the required exam(s) and completing the necessary paperwork.
- Main focus was the CCU and the National Catastrophe Response Team (NCRT).
- Team-lead in appraiser licensing.
- Miscellaneous tasks included creating queries/pivot tables, ordering drafts/bonds, notarizing documents, and assisting new team members.
Central Claims Unit
10.2011 - 03.2013
- Handled claims for accidents involving one or two vehicles and fixed property.
- Obtained recorded statements; set up appointments for estimates, repairs, and rental cars.
- Determined liability and the appropriate coverage that would apply.
- Communicated and discussed liability with claimant carriers.
- Identified and referred claims for subrogation or fraud investigations.
Customer Service Representative (Sales)
10.2010 - 10.2011
- Obtained license to sell insurance in majority of states.
- Started new quotes, assessed customer needs, and explained coverage to them.
- Created new policies and set the expectation of what documentation Progressive might need from them so the customer does not see an uprate or cancellation.
- Set expectations of what the customer can expect from Progressive.
Education
Bachelor of Business Administration -
Kent State University
Kent, OH05.2010
Skills
- Excel
- Word
- PowerPoint
- Power BI
- Forecasting
- Resource Management
- Data Analysis
- Problem Solving
Timeline
Resource Planning Analyst II
08.2022 - Current
Workflow Coordinator/Resource Planning Analyst I
07.2015 - 08.2022
Licensing Specialist – Senior
03.2013 - 06.2015
Central Claims Unit
10.2011 - 03.2013
Customer Service Representative (Sales)
10.2010 - 10.2011
Bachelor of Business Administration -
Kent State University