- Gym Workouts
- I participate in various sports activities for physical activity, camaraderie, and personal growth
- Hiking
Ward McKeen
North Easton,MA
Summary
Accomplished Auto Appraiser and Total Loss Specialist with a focus on claims management, customer service, and negotiation.
Overview
41
41
years of professional experience
Work History
Total Loss Specialist
The Doan Group
Covington GA
07.2024 - Current
- Evaluated total loss claims for accuracy and compliance with industry standards.
- Collaborated with insurance adjusters to streamline claims processing and enhance communication.
- Analyzed documentation to determine eligibility for total loss settlements, ensuring thorough review.
- Assisted in developing training materials for new team members on total loss procedures and policies.
- Managed client inquiries regarding claim statuses, providing timely updates and support.
- Reviewed case files to identify discrepancies and recommend solutions for resolution.
- Improved customer satisfaction by efficiently managing total loss claims and providing timely resolution.
- Reduced fraudulent claims through thorough investigation and documentation of each case.
- Streamlined the total loss process for faster claim settlements and increased client retention.
- Performed comprehensive research on market trends to determine current vehicle valuations, allowing for accurate settlement offers to policyholders.
- Provided exceptional customer service while guiding policyholders through the total loss process, resulting in positive feedback from clients.
- Collaborated with colleagues across departments when necessary to expedite claim processing times and ensure client satisfaction.
Total Loss Specialist
Viking Auto Appraisal
Canton, MA
10.2022 - 07.2024
- Implemented process improvements that increased efficiency in claims handling workflows.
- Maintained detailed records of claims activities, ensuring data integrity and accessibility for audits.
- Stayed current on industry trends and developments to ensure knowledge remained up-to-date for handling total loss cases.
- Negotiated settlements with lienholders and other parties involved in the total loss claim, securing favorable outcomes for all stakeholders.
- Utilized strong analytical skills to evaluate complex claims and determine appropriate courses of action, contributing to the successful resolution of challenging cases.
- Assisted in training new team members on best practices for handling total loss claims, fostering a knowledgeable and efficient workforce.
- Managed a high volume of cases simultaneously while maintaining organization and attention to detail, contributing to overall team success.
- Collaborated with appraisers to accurately determine vehicle values, ensuring fair compensation for clients.
- Developed relationships with vendors, such as tow operators and salvage yards, to improve efficiency in managing totaled vehicles.
- Utilized strong negotiation skills when communicating with third-party representatives during claim disputes or settlements discussions, achieving favorable results for both parties involved.
- Strategized with management to enhance company policies and procedures related to total loss claims, improving overall efficiency and customer satisfaction.
- Assessed complex claims and accurately determined value of damages.
- Successfully negotiated settlements with claimants and insurers.
- Created detailed assessments of damages to property and vehicles.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
- Carried and managed consistently heavy project workload through exemplary organizational, time management and collaboration talents.
- Evaluated total loss claims for accuracy and compliance with industry standards.
- Collaborated with insurance adjusters to streamline claims processing and enhance communication.
- Analyzed documentation to determine eligibility for total loss settlements, ensuring thorough review.
Owner/Operator
Auto Service & Tire Inc.
Mattapan, MA
01.1996 - 10.2022
- Managed daily operations, ensuring efficient workflow and high-quality service delivery.
- Oversaw inventory management, optimizing stock levels and reducing waste.
- Implemented customer feedback systems, enhancing service quality and client satisfaction.
- Trained and mentored staff on best practices in automotive repair and customer service.
- Developed marketing strategies to increase brand visibility and drive sales growth.
- Established relationships with suppliers for competitive pricing and timely product availability.
- Analyzed financial reports to inform strategic decisions and improve profitability.
- Streamlined service processes, resulting in reduced turnaround times for customer repairs.
- Managed day-to-day business operations.
- Provided exceptional customer service, addressing issues promptly to ensure customer satisfaction and repeat business.
- Increased customer satisfaction by providing high-quality services and timely communication.
- Consulted with customers to assess needs and propose optimal solutions.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Kept all building areas and equipment functional and well-organized to promote business performance.
- Oversaw the hiring process, selecting highly skilled candidates who contributed significantly to company success.
- Analyzed vehicle damage to determine repair requirements and methodologies.
- Collaborated with insurance adjusters to streamline claims processing and enhance customer satisfaction.
- Developed training programs for junior technicians, improving skill sets and team efficiency.
- Implemented quality control measures, ensuring repairs met industry standards and client expectations.
- Led cross-functional teams in complex repair projects, fostering collaboration and resource sharing.
- Researched new techniques and equipment, integrating innovative solutions into existing processes to improve results.
- Mentored staff on safety protocols, promoting a culture of compliance and risk management within the shop.
- Optimized workflow within the shop by assigning tasks effectively based on technician skillsets and project requirements.
- Collaborated with insurance adjusters to ensure proper compensation for necessary repairs, minimizing out-of-pocket expenses for clients.
- Improved customer satisfaction by providing timely and accurate estimates for collision repair services.
- Increased repeat business by establishing strong relationships with customers through clear communication and exceptional service delivery.
- Provided detailed documentation of all completed work for customer records and warranty purposes when applicable.
- Filled out paperwork while completing vehicle inspections.
- Delivered work orders, customer administration and customer communication through technology.
- Managed inventory of parts, tools, and supplies to prevent shortages or delays in repair processes.
- Enhanced overall shop safety by implementing strict safety protocols and conducting regular inspections.
- Cleaned customer vehicle during repair process and performed housekeeping tasks.
- Delivered professional customer service through concise explanations of required repairs and associated costs.
- Inspected vehicles to identify and document repair needs.
- Reassembled and replaced parts to complete body repairs.
- Tested and adjusted newly repaired vehicles to verify proper function.
Auto Settlement Unit
Safety Insurance
Boston, MA
10.1994 - 01.1996
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Appraiser
Auto Service & Tire Inc.
Mattapan, MA
01.1985 - 10.1994
- Conducted thorough vehicle appraisals to determine accurate market value.
- Evaluated condition and history of vehicles to inform pricing strategies.
- Collaborated with sales team to provide insights on inventory valuation.
- Streamlined appraisal processes, enhancing efficiency and turnaround time.
Education
High School Diploma -
Milton High School
Milton MaNo Degree - Communications
Curry College
Milton, MASkills
- Policy interpretation
- Claims management
- Vehicle valuation
- Claims processing
- Damage assessment
- Structural analysis
- Claims process explanation
- Teamwork and collaboration
- Customer service
- Problem-solving abilities
- Excellent communication
- Reliability
Interests
Timeline
Total Loss Specialist
The Doan Group
07.2024 - Current
Total Loss Specialist
Viking Auto Appraisal
10.2022 - 07.2024
Owner/Operator
Auto Service & Tire Inc.
01.1996 - 10.2022
Auto Settlement Unit
Safety Insurance
10.1994 - 01.1996
Appraiser
Auto Service & Tire Inc.
01.1985 - 10.1994
High School Diploma -
Milton High School
No Degree - Communications
Curry College