claims mgr or claims director
Content
Eddie D. Burruel 1156 East Sandra Terrace, Phoenix, AZ 85022 602-821-9557 * Email: [email protected] ________________________________________ OBJECTIVE To utilize a strong background in insurance claims management and claim handling by leading a drive for excellence while creating a quality customer experience, along with providing the oversight and expertise to produce a consistent qualit y work product with the objective of contributing to the growth of a successful company PROFESSIONAL PROFILE * Effective team player with unsurpassed interpersonal skills with the demonstr ated ability to drive all areas of accountability in a business environment * Focused on quality customer service while organized with the ability to strat egize and educate leaders and front line employees in essential skills necessary to maintain and capture market share in a competitive industry * Motivated achiever overseeing highly ranked claims organizations, excellence in building relationships with sales and risk management groups resulting in a quality, competitive product * Resourceful, creative problem solver with proven aptitude to analyze and tran slate complex customer and business issues resulting in a design that implements innovative and lastin g, effective solutions * Enthusiastic, energetic contributor with multi tasking proficiency * Willing to travel extensively PROFESSIONAL EXPERIENCE Allstate Insurance Company, Phoenix, AZ, Rewarding Career of 27 Years, Claims Adjuster to Market Claims Manager, Dec.1983 to Sept. 2010 Market Claims Manager, Allstate Ins. Co., Phoenix, AZ, & Jan. 2009 to Sept.2010 Dec.1997 to Sept. 2005
* Designed, created, and managed the initial centralized claims operation withi n Allstate Insurance Company overseeing the states of Utah, New Mexico, Oklahoma, Nevada and Arizona. Di rected a leadership team of twelve unit managers and 110 front line claims employees. * Created the #1 property claims organization within Allstate Ins. Co. for 2009 and 2010 while achieving and maintaining the highest customer service results within the claims organizat ion. Developed effective strategies for minimal claims cycle time and all operational measurement that lends to a qu ality claims experience and customer retention. * Effectively managed a 200 million per year claims organization while meeting
or exceeding cost containment goals over the past 3 years. Utilized the skills and expertise of front lin e claims employees to best leverage their experience and skill set resulting in the overall production of a quality wo rk product. Produced a work product that contained efficient documentation supporting all claims handling decisi ons as well as a proficient estimate of damages when applicable. * Claims catastrophe coordinator for the Auto technical and Homeowner claims op erations, consisting of organizing claims handling resources, claims best practices, communications coordinator and liaison to sales leadership and evaluator of financial exposure. Eddie D. Burruel - page two * Leader in employee satisfaction. Placed a strong emphasis on clear and concis e communications to all employees on a consistent basis including a results oriented recognition program. Ass ured that every employee understood the accountabilities of their current position and communicated the results of their performance in a one-on-one conversation supported by developmental plans to enhance the employee's resu lts. * Held the responsibility for talent development by recognizing unit managers a nd front line employees who exhibited exceptional overall skills and redirected them to areas of leader ship within the organization. Property Claims Process Specialist, Allstate Insurance Company, Phoenix, AZ, Sept. 2005 to Jan. 2009 * Primary contact and responsible for the oversight of the homeowner claims ope ration for Allstate Ins. Co. for five states including New Mexico, Nevada, Oklahoma, Utah and Arizona. * Responsible for the measurement of all claim handling processes including ope rational results and employee work product. Managed a quality team; two front line performance experts whose du ties included overall quality oversight and four field technical evaluators whose primary responsibility was the reinspection of adjusters' field written damages estimates. * Organized and lead quarterly market file and field reviews in order to evalua te possible negative trends within our claim handling. * Produced and implemented action plans to address and correct any negative tre nds found in our market reviews with a scheduled follow-up to determine progress and the effectiveness of th e action plans. * Produced cost containment and operational trend reports and analysis for revi ew and discussion in quarterly business meetings. Audience included claims vice president, claim field dir ector, regional vice president and controller working in a collaborative effort to grow the market effectively and provide insight to the pricing of the
product based on cost containment results. * Communicate all review findings with office manager and jointly develop strat egies and actions to address any negative claim handling or operational trends that may be revealed. * Directed the introduction and training of all newly introduced claim handling processes and procedures to the market claims office. * Direct contact for home office process mastery division with regard to claims performance, training, file authority, suit handling and file coverage decisions. AREAS OF EXPERTISE * * * * Auto, Causality & Property Claims Handling * Personal Lines/Liability Claims Process Specialist * Special Investigation (Fraud) Catastrophe Claim Handling Coordinator * Effective Communicator Claims Strategist & Analytics * Leadership Skills
EDUCATION * Bachelor of Science in Criminal Justice, Arizona State University, Tempe, AZ 1983 * Additional Coursework and Professional Development and Training in Auto & Homeowners Technical; Casualty Colossus; Union Organizing; and Special Investigations
* Designed, created, and managed the initial centralized claims operation withi n Allstate Insurance Company overseeing the states of Utah, New Mexico, Oklahoma, Nevada and Arizona. Di rected a leadership team of twelve unit managers and 110 front line claims employees. * Created the #1 property claims organization within Allstate Ins. Co. for 2009 and 2010 while achieving and maintaining the highest customer service results within the claims organizat ion. Developed effective strategies for minimal claims cycle time and all operational measurement that lends to a qu ality claims experience and customer retention. * Effectively managed a 200 million per year claims organization while meeting
or exceeding cost containment goals over the past 3 years. Utilized the skills and expertise of front lin e claims employees to best leverage their experience and skill set resulting in the overall production of a quality wo rk product. Produced a work product that contained efficient documentation supporting all claims handling decisi ons as well as a proficient estimate of damages when applicable. * Claims catastrophe coordinator for the Auto technical and Homeowner claims op erations, consisting of organizing claims handling resources, claims best practices, communications coordinator and liaison to sales leadership and evaluator of financial exposure. Eddie D. Burruel - page two * Leader in employee satisfaction. Placed a strong emphasis on clear and concis e communications to all employees on a consistent basis including a results oriented recognition program. Ass ured that every employee understood the accountabilities of their current position and communicated the results of their performance in a one-on-one conversation supported by developmental plans to enhance the employee's resu lts. * Held the responsibility for talent development by recognizing unit managers a nd front line employees who exhibited exceptional overall skills and redirected them to areas of leader ship within the organization. Property Claims Process Specialist, Allstate Insurance Company, Phoenix, AZ, Sept. 2005 to Jan. 2009 * Primary contact and responsible for the oversight of the homeowner claims ope ration for Allstate Ins. Co. for five states including New Mexico, Nevada, Oklahoma, Utah and Arizona. * Responsible for the measurement of all claim handling processes including ope rational results and employee work product. Managed a quality team; two front line performance experts whose du ties included overall quality oversight and four field technical evaluators whose primary responsibility was the reinspection of adjusters' field written damages estimates. * Organized and lead quarterly market file and field reviews in order to evalua te possible negative trends within our claim handling. * Produced and implemented action plans to address and correct any negative tre nds found in our market reviews with a scheduled follow-up to determine progress and the effectiveness of th e action plans. * Produced cost containment and operational trend reports and analysis for revi ew and discussion in quarterly business meetings. Audience included claims vice president, claim field dir ector, regional vice president and controller working in a collaborative effort to grow the market effectively and provide insight to the pricing of the
product based on cost containment results. * Communicate all review findings with office manager and jointly develop strat egies and actions to address any negative claim handling or operational trends that may be revealed. * Directed the introduction and training of all newly introduced claim handling processes and procedures to the market claims office. * Direct contact for home office process mastery division with regard to claims performance, training, file authority, suit handling and file coverage decisions. AREAS OF EXPERTISE * * * * Auto, Causality & Property Claims Handling * Personal Lines/Liability Claims Process Specialist * Special Investigation (Fraud) Catastrophe Claim Handling Coordinator * Effective Communicator Claims Strategist & Analytics * Leadership Skills
EDUCATION * Bachelor of Science in Criminal Justice, Arizona State University, Tempe, AZ 1983 * Additional Coursework and Professional Development and Training in Auto & Homeowners Technical; Casualty Colossus; Union Organizing; and Special Investigations
