Theron Perna
Halfmoon,New York
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Auto Damage Appraisal Manager
Utica National Insurance Group
03.2019 - 01.2024
- Responsible for Founders and Utica National appraisal outcomes including the creation of and implementation of goals and key performance indicators
- Reported to Director of Auto Material Damage on monthly KPIs, personnel issues, CCC changes, budget requests and appraisal recommendations for both Utica and Founders
- Managed Founders Auto Damage Appraisal Supervisor and the Founders appraisal team to reach KPIs and goals successfully back to back years
- Liaison for both Utica National and Founders Insurance for CCC creating changes to audit rules (2018 and 2021), routing of claims (2018, 2019 and 2021), implementation of the Quick Estimate application and Estimate Review (2018), appraiser and adjuster worklists (2018 and 2019), Open Shop (2018, 2019, 2022), DTLE (2018 and 2019), Alacrity Integration (2020 and 2021), Desk Reviews (2019 and 2022), the Founders DRP (2018 and 2019), Utica DRP (2022) and STP Processing/ AI written estimates(2023)
- Met weekly with adjuster managers for Utica and Founders to ensure proper handling of claims, improvement opportunities and calibration with a focus on a unified approach
- Created changes for the Utica and Founders DRP and executed changes to the management of each program as well the creation of a new Utica DRP overseen internally in 2022
- Completed monthly Quality Assurance on both Utica and Founders appraisers and gave appropriate feedback
- Transformed Utica IA bench from over 400 vendors to 13 vendors and the Founders IA bench from 4 vendors to 1
- Built Utica and Founders appraisal team from one material damage specialist, one damage coordinator and 5 field appraisers to 1 supervisor, 17 desk appraisers and 1 damage control specialist
- Transferred Founders appraisal team from the field to the desk full time in one month due to COVID-19
- Worked with Subrogation Manager to ensure that subrogation documentation was in order for subrogation and arbitration specifically around supplement handling
- Generated overflow vendor for Utica and Founders with Alacrity Solutions from the desk
- Worked with Utica and Founders Trainers to help integrate appraisal into new hire orientation and quarterly coaching meetings.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Auto Damage Appraisal Supervisor
Utica National Insurance Group
08.2016 - 03.2019
- Managed Founders Insurance/Utica National Field Appraisers, Material Damage Specialist, Utica National Independent Appraisers and Founders Direct Repair Program and held them to specific KPIs to meet performance levels
- Created action plans for team to help create more efficient operations between Utica and Founders
- Discussed and help create an oversight team to make changes to claims operations
- Shaped quality assurance measures for operations and completed monthly assurance reports which included independent appraisers
- Supervised and implemented processes to create bridges between adjusters and appraisal team
- Solved customer concerns for appraisals, repairs and issues with direct repair facilities.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Material Damage Supervisor
Erie Insurance
03.2015 - 08.2016
- Manage the New York and Maryland Direct Repair Program which included over 150 body shop vendors
- Set budget for material damage team and monitored throughout the year to ensure goals are met
- Supervise seven adjusters who appraise damages on auto, commercial vehicles, boats and motor homes
- Resolved customer problems and concerns by discussing policy contracts and underwriting
- Created training days to ensure adjusters were up to date and empowered to handle their job
- Completed monthly quality assurance to verify operating standards were met by representatives
- Increased team flexibility/ production by implementing efficient territory changes and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
Service Center Supervisor
Progressive Auto Insurance
01.2013 - 11.2014
- Managed Progressive's service center which included 2 customer service reps, 5 estimators and 4 adjusters, creating schedules to ensure coverage for retail hours and load balancing to help the field representative organization
- Created action plans around customer and retail service ensuring that customer needs were met
- Met with contracted body shops and reviewed weekly performance, quality and capacity
- Handled customer concerns and issues in regards to repairs and claims handling helping them resolve their concerns
- Reviewed daily workload and moved resources to accommodate customer needs within the site
- Completed weekly and monthly quality assurance on body shops and estimators to ensure company guidelines were met.
Managed Repair Supervisor
Progressive Auto Insurance
01.2009 - 12.2012
- Controlled the Eastern New York territory which included contracted and non-contracted body shops (over 200 vendors)
- Managed a group of nine representatives on a daily basis by reviewing their workloads and load balancing their duties
- Created action plans, completed performance evaluations and quality assurance on representatives attempting to change their behavior and coach their development
- Analyzed daily, monthly, and yearly business trends to determine action plans for the organization.
Network Team Leader
Progressive Auto Insurance
01.2004 - 01.2008
- Ran a large network of vendors (fifty-five) contracted to maintain Progressive standards of quality and quick repairs by meeting with them weekly and reviewing cycle time measurements and results of quality inspections
- Led the Eastern New York network vendor group
- Supervised eight representatives in how to manage and load balance the volume within their work groups
- Facilitated complaint issues by meeting with customers and vendor managers in an attempt to meet their issues and satisfy their needs
- Acted as a link between branch offices and the network to promote a uniform business direction in which both groups acted in unison in promoting the Progressive brand of repairs
- Oversaw quarterly property damage meetings for the representatives and the vendors to generate an understanding of Progressive standards
- Directed representatives and shop vendors on New York State insurance regulations
- Completed quality inspections of finished vehicles and submitted feedback to estimators and vendors.
Network Representative
Progressive Auto Insurance
01.2000 - 01.2003
- Administered a group of seven contracted vendors and managed them to meet production standards
- Completed property damage estimates on vehicles and helped the vendor manage the repair to meet customer satisfaction and industry quality.
Claims Representative
Progressive Auto Insurance
01.1999 - 01.2000
- Handled large volume of claims and assessed liability per New York State regulations
- Met customer needs by setting appropriate expectations on claim handling.
Defensive Line, Recruiting Coordinator, Run Defensive Coordinator and Linebackers Coach
University of Rochester
01.1996 - 01.1999
- Marketed and represented the college at recruiting fairs (up to 100 recruits and their families per night) by discussing the benefits of the curriculum and the athletic programs
- Coordinated with Financial Aid office and Admissions office to meet with parents of potential recruits to discuss aid and entrance to the college
- Created and proposed the Goergen Athletic Center by meeting with potential vendors and designing the floor plan
- Prepared budget for this project and streamlined it from $500,000 to $475,000
- Operated daily operations of fitness center and $20,000 budget
- Hired, trained and supervised ten student employees and developed scheduling for operations
- Demonstrated and taught student athletes specific training techniques for each individual sport resulting in one All-American in track, four All-Americans in football and numerous all conference and all regional players in baseball, football and track
- Designed and implemented all strength programs for all twenty-one sports and ensured that all athletes were meeting their specific needs.
Education
Bachelor of Arts - Political Science/ History
Union College
01.1992
Skills
- Strategic Planning
- Project Leadership
- Budget Planning
- Process Development
- Quality Control
- Vendor Service
- Program Implementation
- Workload Coordination
- Business Liaison
- Business Administration
- Financial Management
- Contract Management
Certification
ICAR Platinum
Timeline
Auto Damage Appraisal Manager
Utica National Insurance Group
03.2019 - 01.2024
Auto Damage Appraisal Supervisor
Utica National Insurance Group
08.2016 - 03.2019
Material Damage Supervisor
Erie Insurance
03.2015 - 08.2016
Service Center Supervisor
Progressive Auto Insurance
01.2013 - 11.2014
Managed Repair Supervisor
Progressive Auto Insurance
01.2009 - 12.2012
Network Team Leader
Progressive Auto Insurance
01.2004 - 01.2008
Network Representative
Progressive Auto Insurance
01.2000 - 01.2003
Claims Representative
Progressive Auto Insurance
01.1999 - 01.2000
Defensive Line, Recruiting Coordinator, Run Defensive Coordinator and Linebackers Coach
University of Rochester
01.1996 - 01.1999
Bachelor of Arts - Political Science/ History
Union College
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