Todd Pierce
Phoenix,AZ
Summary
Seasoned specialist offering several years of comprehensive experience interpreting and implementing quality assurance standards and investigating customer complaints and non-conformance issues. Practiced and knowledgeable professional possessing excellent problem solving and analytical skills paired with strong knowledge of qa terms, tools and methodologies. Committed to improving overall business processes.
Overview
27
27
years of professional experience
1987
1987
years of post-secondary education
1
1
Certification
Work History
Physical Damage Specialist
USAA Insurance
Phoenix, 85085
08.2008 - Current
- Collaborated with cross-functional teams to enhance customer service processes.
- Analyzed policy data to identify trends and improve risk management strategies.
- Developed training materials for new team members on insurance products.
- Maintained positive working relationship with fellow staff and management.
- Identified needs of customers promptly and efficiently.
- Facilitated meetings to discuss operational improvements and best practices.
- Supported the implementation of new software tools for claims processing efficiency.
- Resolved complex customer inquiries through effective communication and problem-solving skills.
- Participated in strategic planning sessions to align departmental goals with company objectives.
- Participated in ongoing training and compliance activities.
- Coordinated with other departments to ensure efficient workflow processes.
- Provided technical support for customers in resolving complex issues.
- Generated reports to track performance metrics of team members.
- Assisted in developing strategies to increase customer satisfaction levels.
- Created training materials for new hires on the company's procedures and policies.
- Researched and analyzed customer feedback to identify areas of improvement.
- Reviewed documents for accuracy prior to submission or publication.
Auto Physical Damage Appraiser
USAA Insurance
Phoenix, AZ
06.1998 - 08.2008
- Evaluated vehicle damage to determine repair costs and insurance coverage.
- Collaborated with repair shops to ensure quality repairs align with standards.
- Inspected vehicles to assess damage and document findings for claims processing.
- Communicated with customers to explain appraisal results and claims procedures.
- Reviewed and analyzed insurance policies to determine applicable coverage limits.
- Utilized estimating software for accurate damage assessments and cost projections.
- Provided mentorship to junior appraisers to enhance their evaluation skills.
- Developed strategies for improving appraisal efficiency and accuracy in workflows.
- Calculated total loss values for totaled vehicles.
- Identified fraudulent claims by analyzing photographs, statements, bills and invoices.
- Created detailed reports outlining damages and repair estimates.
- Adhered to all applicable laws governing automobile appraising industry.
- Participated in continuing education courses related to appraisal practices and procedures.
- Explained complex insurance terminology in simple terms that could be understood by all parties involved.
- Negotiated settlements with insurance companies on behalf of clients.
- Estimated fair market value of vehicles based on age, condition, make and model.
- Investigated accidents to determine extent of damage to vehicles.
- Researched vehicle history using computer databases such as Carfax.
- Provided technical advice regarding automobile body repair techniques and processes.
- Remained current on changes in automotive technology.
- Communicated effectively with clients, adjusters and management staff throughout appraisal process.
- Reviewed auto policies to ensure compliance with state regulations.
- Analyzed photos, diagrams and reports for accuracy.
Education
Bloom Carroll HS
Carroll, OHSkills
- Damage assessment
- Estimating software
- Claims processing
- Risk management
Certification
- SCLA
Affiliations
- Volunteer regularly to help those you have served.
Timeline
Physical Damage Specialist
USAA Insurance
08.2008 - Current
Auto Physical Damage Appraiser
USAA Insurance
06.1998 - 08.2008
Bloom Carroll HS