Sharon Perlman
Macon,GA
Summary
I have 17 years of experience in the insurance industry, including towing and road service, multi-levels of customer service, salvage claims, training, hiring, as well as new hire onboarding and orientation. I am experienced in managing various job functions and partnering with management to meet regulatory and compliance requirements. As a leader, I am committed to my team, and I drive performance by building motivated teams and supporting career growth, ensuring both individual and organizational success at all levels.
Overview
8
8
years of professional experience
Work History
Salvage Transition Supervisor
GEICO Insurance Company
01.2025 - Current
- Oversees day-to-day operations, performance, and development of new hires, providing ongoing guidance and support to ensure they meet and exceed company standards.
- Assists in the the initial training process for new associates, which includes teaching company and state policies, and claim-handling procedures.
- Consistently monitor the calls and work of new agents to ensure they deliver high-quality customer service and strictly adhere to established company procedures.
- Analyze performance data to identify trends, gaps, and opportunities for improvement, and provide actionable insights to support ongoing training and development.
- Provides ongoing coaching and performance feedback to help new hires build the skills required to meet key performance indicators (KPIs), through a combination of one-on-one sessions and team-wide training initiatives.
- Track and report on your team's performance metrics, such as call volume and customer satisfaction, to senior management
Salvage Floor Supervisor
GEICO Insurance Company
10.2023 - 01.2025
- Managed productivity, efficiency, and Quality for a team of 10 associates.
- Monitored data and studies the content to shift the narrative among my team associates to improve efficiencies and Quality
- Identified opportunities, and works with my associates as a team, as well as individually to independently to create strategic plans for improvement.
- Monitored phone metrics for efficiency opportunities and overall adherence.
- Conducted compliance reviews for overall claims handling, lienholder payoffs, and customer payoffs.
- Managed a caseload of approximately 300 files per associate to ensure claims are moving through the Salvage process timely
- Resolved customer complaints, problems, and coverage questions
- Completed all required, supervisor administration duties through a solid framework that allows for fluctuation as needed
Salvage Lead Supervisor
GEICO Insurance Company
07.2022 - 10.2023
- Managed multiple job functions with Productivity, Efficiency, and Quality as core metrics.
- Managed the hiring of internal candidates.
- Managed the new hires post-training through orientation completion.
- Collaborated with external business partners regularly to review state regulations regarding the disposal of total loss vehicles.
- Conducted compliance reviews for lienholder and customer payoffs.
- Lead and assists supervisors in monitoring phone metrics for adherence.
- Identified opportunities, and directed the implementation of strategic goals, objectives, policies, procedures, and work standards for the department.
- Stayed up-to-date on state and federal law changes in the insurance field to resolve claims promptly to provided decisions on claims.
Centralized Services Training MPP
GEICO Insurance Company
09.2020 - 07.2022
- Designed and aligned training programs with organizational objectives to ensure a seamless post-training onboarding experience. This strategic approach resulted in the development of associates who consistently performed within the first and second performance quartiles during their first year of employment.
- Developed new department processes that led to an overall AHT saving of 180 seconds, as well as performed other tasks as assigned by senior management.
- Coordinated the necessary communication for all affected parties related to catastrophe handling for emergency road side losses, as well as general claims disputes.
- Worked with the Corporate hiring team to address market candidate examinations or other regulatory requirements related to maintaining uniformity in external and internal hiring.
- Managed the TPP program
- D&I Facilitator
- Completed the 2021 GEICO Pathways Program
Centralized Services Trainer
GEICO Insurance Company
01.2019 - 09.2020
- Developed and prepared comprehensive training material.
- Trained external new hires in company policies and procedures regarding ERS, Glass, and Accident Tow.
- Tested trainees’ ability to execute call handling as trained via pod and nugget roll plays, side-by-side monitoring, and one-on-one sessions.
- Evaluated associate performance throughout training, and post-training, to identify knowledge and skill gaps.
- Worked diligently to bond associates to the department and company by promoting the GEICO culture through my experience.
- Assisted in identifying performance trends and root causes within our coaching staff, as well as created effective coaching plans and framework.
- Assisted the coaches in career development by scheduling them for associate development courses, conducting mock interviews, leading discussions in regards to their career path, and promoting education compliance.
Centralized Services SPP
GEICO Insurance Company
12.2017 - 01.2019
- Resolved customer complaints, problems, and coverage questions that cannot be handled by team members.
- Communicated regular meetings with management and associate staff.
- Monitors phone metrics for adherence.
- Monitored staff performance daily, weekly, and monthly to identify opportunity trends, analyzed key factors, and developed coaching plans that strategically targeted the ineffective behaviors to drive performance.
- Presented team performance monthly to senior management with a focus on departmental KPI compliance and solution-oriented action plans.
Education
Bachelor of Science - Business Management
Middle Georgia State University
Macon, GA12-2023
Associate of Science - Information Technology
Georgia Military College
Warner Robins, GA07-2017
Skills
- Business Analytics
- Strategic Mindset
- Interpersonal Communication
- Conflict Resolution
- Solution Driven
- Collaborative mindset
- Customer-centric mindset
- Problem-Solving
- Emotional Intelligence
- Microsoft Office
Timeline
Salvage Transition Supervisor
GEICO Insurance Company
01.2025 - Current
Salvage Floor Supervisor
GEICO Insurance Company
10.2023 - 01.2025
Salvage Lead Supervisor
GEICO Insurance Company
07.2022 - 10.2023
Centralized Services Training MPP
GEICO Insurance Company
09.2020 - 07.2022
Centralized Services Trainer
GEICO Insurance Company
01.2019 - 09.2020
Centralized Services SPP
GEICO Insurance Company
12.2017 - 01.2019
Bachelor of Science - Business Management
Middle Georgia State University
Associate of Science - Information Technology
Georgia Military College
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