PAUL MICHAEL ROSE
23726 Via Lupona, Valencia, California 91355
Messages: (714) 668-3717 * Residence:  [Send email to request phone number] 59-7953 * Cell:  [Send email to request phone number] 93-6448 * 

DIRECTOR/MANAGER - AUTOMOTIVE DAMAGE CLAIMS OPERATIONS
Claim Center Operations Management ~ Mentoring & Training ~ Leadership &
Management
Process Development & Improvement ~ Strategic Planning ~ Budgets

 * Proven ability to identify and resolve potential problems and handle
stressful situations to insure consistent delivery of expected results.
 * Organized and resourceful management professional with proven ability to make
decisions, solve problems and effectively organize time and resources.
 * Effective in training, organizing and leading team members to achieve highly
challenging goals and objectives.
 * A driver of revenue and profit through providing excellent customer service
by continuous monitoring and analysis of department metrics and goals.

ADDITIONAL KEY AREAS OF EXPERTISE

Quality Assurance
Organizational Development
Forecasting
Training Management
Processes & Procedures
Claims & Adjustments
Training Material Development
Auditing Applications
Multi-site Management

EMPLOYMENT BACKGROUND AND ACCOMPLISHMENTS

21ST CENTURY INSURANCE - Woodland Hills, California 1981 - 2010
Industry leading insurance company

Manager - Customer Service Claims (2007 - Present)
Provide management leadership to two Claims Call Centers with 128
representatives, nine supervisors and two managers. On a continuous basis, ensure
that call centers meet or exceed company objective of providing excellent
customer service. Monitor and analyze department goals and metrics; implemented
and monitor corrective action plans; screen, select and assure training of new
hires; monitor, analyze and complete monthly budget variance reports.

 * Upon assuming position responsibilities, tasked with resolving customer
service problems related to poor response time to customer calls, inquiries and
First Notice of Loss communications; led a management team in problem assessment,
developed and implemented improved call distribution and staff efficiency
improvement initiatives resulting in meeting or exceeding customer service
goals.

Division Claim Manager - Claim Operations (2003 - 2007)
Provided management direction and leadership to Claim Operations unit of the
Claims Department consisting of the Call Center, Word Processors, Medical Data
Processors and Document Management Center. Responsible for 200 person staff
including three managers, ten supervisors and more than 180 operations personnel.
Also responsible for Fleet Vehicle Claims of the company's automobile inventory.

 * Developed and implemented an Electronic Mail management and routing system
resulting in improvement in turnaround time from more than two days to less than
24 hours.
 * Organized and lead a team effort to reduce claim handling time and process
complexity resulting in significant improvement in claim processing turnaround
and customer satisfaction.

PAUL MICHAEL ROSE Page Two

EMPLOYMENT BACKGROUND AND ACCOMPLISHMENTS (Continued)

21ST CENTURY INSURANCE - continued
Property Claim Manager (1994 - 2003)
Managed a First Notice of Loss and Claim Processing unit consisting of a call
center and non-judgmental claims handling operations. Developed staff members
through career counseling sessions, file audits and constructive feedback

Property Unit Manager (1990 - 1994)
Managed divisional (Long Beach, Woodland Hills and Monrovia) units of Material
Damage Adjusting and First Notice of Loss Call Center with staff of 25.

 * Organized and implemented a production goal measurement system to monitor
utilization of Direct Repair Program Facilities resulting in more efficient
utilization of repair facility resources.

Corporate Claims Training Manager (1988 - 1990)
Trained, led and managed five-person Claims Trainers Unit which conducted
material damage, property and bodily injury claims adjusting classes. Developed,
reviewed and updates training material to ensure accuracy and currency.

Material Damage Adjuster Trainer (1985 - 1988)
Interviewed, selected and trained Material Damage Adjuster candidates, provided
training in identifying and estimating automobile collision damage by conducting
four ten-week classes per year.

 * Upon assuming position responsibilities, tasked with training material
redesign and enhancement to conform to industry standards; developed and utilized
new/improved training materials and methods resulting in an industry leading
state-of-the-art training program.
 * Developed and implemented a Supplemental Training Program to provide
continuing education and training to adjusters resulting in currency of skills
and information in an ever changing environment.

Material Damage Supervisor (1983 - 1985)
Supervised and directed a unit of 10 Material Damage Adjusters, reviewed and
authorized payments, re-inspected and audited Material Damage Adjuster's
estimates and Direct Repair Program estimates and repairs.

Material Damage Adjuster (1981 - 1983)
Appraised and adjusted automobile property damage and total loss claims.

EDUCATION

AA, Theology, LIFE Pacific College, Los Angeles, California
AIC, Claims, Insurance Institute of America, Los Angeles, California

CONTINUING EDUCATION AND TRAINING
Frame Alignment Theory, Chief Automotive
Inter-Industry Conference on Auto Collision Repair (I-CAR)

COMPUTER PROFICIENCY
Microsoft Office: Word, Excel, PowerPoint, Outlook; Internet, Quicken

KEY WORDS FOR OPTICAL SCANNING
Quality Assurance, Fleet Management, Insurance, Cost Control, Budgets, Reports,
Audits, Computer Operations, Computer/Telecommunications, Training, Supervision,
Vehicles/Fleet, Association Relations, Training, Recruiting, Evaluation,
Selection, Organization Planning & Development, Employee Coaching, Basic
Research