BRANCH MANAGER/OPERATIONS MANAGER Summary Skilled identifying customer needs presenting appropriate company product service offerings Demonstrated ability address customer concerns, analyze situational elements, provide effective responses solutions Proficient skills communicate orally writing Expertise resolving escalated customer service issues Proficient Microsoft Office Suite. Knowledgeable innovative finance, sales marketing professional whose success based integrity, exceptional customer service, efficiency ambition. Experience Branch Manager/Operations Manager April 1973 June 2000 Company Name － City State I taught variety banking-related courses adult continuing-education classes affiliated Alvernia College Reading Area Community College. I 15+ years experience accountant/business manager Fleetwood Bible Church, responsible management $500,000 annual budget. Using Excel, I created maintained detailed financial accounting reporting forms documents. I prepared cash receipts cash disbursements, maintained prepared financial statements church board congregation review, maintained loan deposit banking relationships. I responsible payroll preparation staff (taxes, records, federal filings.) I proficient Word Excel, quickly learn use software systems. I also 26 years banking experience, fields credit investigation approval branch management. Assistant manager retail loan credit department: reviewed incoming loan applications verify accuracy compliance bank government procedures regulations supervised credit investigation process maintain appropriate verifications documentation responsible review approval completed applications attended settlements bank representative provide professional customer service new mortgage customers realtors served bank's representative PMI providers, settlement agents, realtors, bank customers monitored bank's procedures practices compliance secondary market requirements worked support group prepared mortgage "how-to" manual used reference bank loan originators processors provide step-by-step direction various mortgage types, including conventional, construction, investment, government loans several mid-size branches: new business development collection review required credit documentation commercial customers analysis review commercial accounts Ensured staff provided excellent customer service potential existing bank customers. Claims Arbitration Specialist January 2007 January 2015 Company Name － City State review analyze unsettled claims determine suitability submission arbitration investigate facts loss, evidence, documentation understand claim occurrence prepare contentions evidence present Arbitration Forums demonstrate effective compelling case insured's interest complete on-line documentation filing requirements review respond electronic mail communications concerning arbitration submissions amend respond based counterclaims presented third-party carrier, prepare provide additional documentation required provide instruction coaching claims handlers various aspects arbitration procedures requirements prepare monthly reports management concerning arbitration submissions, amendments, decisions; communicate policyholders provide current status claim processing well address potential decisions outcome. RESULTS: Exceeded projected production goals claims analyzed arbitration cases submitted (>27 submissions per week) Surpassed successful arbitration decision results, compared corporate colleagues industry standards (Applicant cases 59% Respondent cases 55%) Serve job-shadow contact new arbitration specialists Provide overview instruction claims handlers needing improved knowledge arbitration procedures practices. Claims Subrogation Supervisor May 2005 March 2007 Company Name － City State oversee seven claim handlers provide instruction, coaching, supervision promote optimal performance direct-reports assure excellence competence customer service provided determine team objectives formulate /implement actions encourage performance development team members review assign subrogation files appropriate serve "one-level-up" contact customers requiring enhanced skill handling prepare weekly monthly reports management concerning performance staff, completion goals/objectives, solutions problems work together supervisors/managers development departmental objectives resolution issues concerning broader aspects team department functions provide support teams new hires. Subrogation Claims Representative April 2002 May 2005 Company Name － City State Review analyze assigned claims determine required actions subrogation. communicate customers insurance carriers negotiate produce effective settlement provide appropriate representation company. cooperate coordinate team members related claims team-related issues. provide input disputed resolution issues involving team well wider departmental concerns. Office Supervisor Bookseller April 2001 April 2002 Company Name － City State supervise cash operations store prepare cash registers daily operation reconcile sales reports cash totals prepare daily bank deposits monitor prepare staff time card submissions anticipate meet customers' needs provide professional, helpful service familiar inventory, store layout, procedures anticipate provide superior customer service areas store. Education Bachelor Arts Psychology 1973 Kutztown University － City State USA Psychology Interests Professional Claims Adjuster's License University Florida Orlando, Florida Continued.. Additional Information Professional Licenses Affiliations Professional Claims Adjuster's License University Florida Orlando, Florida Continued.. Skills accountant, Arbitration, banking, budget, cash receipts, cash registers, coaching, credit, customer service, excellent customer service, customer service, direction, documentation, filing, financial accounting, financial statements, forms, government, instruction, insurance, inventory, layout, market, Excel, mail, Word, new business development, payroll, processors, Reading, reporting, retail, sales reports, settlements, shadow, supervision, taxes