Tawna Kuni
Flower Mound,TX
Summary
Experienced with regional operational management, focused on driving performance and growth. Utilizes strategic planning and leadership to enhance team productivity and operational efficiency. Track record of fostering collaborative environment and achieving significant business goals.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Area Director, Field Operations
Insurance Auto Auctions, Inc.
01.2008 - Current
- Analyzed financial performance of area by monitoring budgets and expenses, reviewing financial statements and recommending appropriate actions.
- Monitored regional performance metrics, providing timely feedback and implementing corrective actions when necessary to ensure goals were achieved consistently across all locations.
- Performed audits to reduce and control loss and meet internal audit and compliance objectives.
- Achieved higher employee retention rates by implementing effective team-building initiatives and employee development programs.
- Established strong relationships with key stakeholders, improving client satisfaction and driving repeat business.
- Developed high-performing teams through strategic recruitment, training, and performance management efforts.
- Created and managed execution of store business plans to drive KPI results and maximize business opportunities.
- Reduced operational costs through careful budget management and resource allocation optimization.
- Multiple prior roles in organization include, office supervisor, senior manager, director of title operations.
Senior Auto Claims Specialist
State Farm Insurance
01.1998 - 01.2006
- Managed a high volume of claims effectively by prioritizing tasks and maintaining excellent organizational skills.
- Enhanced customer satisfaction with timely communication, empathy, and clear explanations of claim outcomes.
- Developed strong working relationships with external partners such as adjusters, legal counsel, and medical professionals to facilitate efficient claim resolution processes.
- Settled complex claims fairly by applying critical thinking, negotiation skills, and detailed knowledge of insurance policies.
- Collaborated with cross-functional teams to optimize claims handling procedures, resulting in improved productivity.
- Provided exceptional customer service during stressful situations by offering empathy and support while resolving issues efficiently.
- Demonstrated adaptability by successfully managing a diverse range of claim types, including property damage, bodily injury, liability disputes, and more.
Education
B.A. -
Weber State University
Ogden, UT01.1996
Skills
- Results Driven
- Microsoft Suite proficient
- Auto Title processing expert
- Staff training and development
- Operations management
- Multi-unit management
- Operational efficiency
- Safety management
- Project management
- Cost reduction
- Workforce planning
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Excellent communication
Certification
Texas Notary Public
TX Motor Vehicle Title and Registration Advisory Committtee member
AFSA member
ESRA committee member
Languages
Spanish
Limited Working
Accomplishments
- Customer Service, Power of Performance Award for teamwork, inclusion, and leadership, Outstanding Customer Service Award for region, First 'Perfect 10' Customer Service Award ever for region,
- Leadership- Managed 5 senior managers and 400+ employees across the U.S., Managed 17 branch managers and 300 employees in Texas., Managed multi-million-dollar P&L, created budgets and my departs and branches were profitable every year.
- Designed workflow automation project for operating system; consulted and coordinated rollout and user testing.
- Collaborated and coordinated with multiple departments, real estate, legal, account management, BT, training and operations regarding implementations, changes, projects, and workflows.
- Developed eSignature product and owned all aspects of presentation, customer training and monitoring and reporting metrics for product., Designed and implemented quality assurance and on time performance KPIs.
- Achieved implementation of new hiring and onboarding program, performance management and strategic vision for budget, staffing and consolidation of title centers.
- Training - Designed training guides and re-wrote job descriptions for four departments.
- Devised metrics to track volume and assess efficiency.
- Trained multiple new managers and supervisors., Assisted in development and currently maintain title center website, approving content and communication, along with training tools, job aids, announcements, and UAT.
- Copy editor for college newspaper.
- Proficient in written and oral communication/letter writing/presentations/training.
Timeline
Area Director, Field Operations
Insurance Auto Auctions, Inc.
01.2008 - Current
Senior Auto Claims Specialist
State Farm Insurance
01.1998 - 01.2006
B.A. -
Weber State University
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