Goodyear, AZ Cell: Professional Summary

Transcription

1 Harold C. Heisey Jr West Verde Lane, Goodyear, AZ Cell: Professional Summary I will be sharing 36 years of experience in the auto repair and insurance industry. In 1979 while attending auto body repair in vocational technical school I started as an auto body technician in a large independent body shop. I quickly advanced upward in position as a flat rate technician. I continued to develop my skills as a sheet metal, frame and painting technician until I then advanced into the position as body shop assistant manager and within two months, I was managing Harrisburg PA's largest Chevrolet dealership until I was then offered a position as a material damage adjuster in the insurance industry. I worked for that company for five years and advanced to a senior material damage adjuster. This insurance company was having difficulties and started laying people off, and I felt the job was not secure so I took a position back as a body shop manager. In 1992 I applied for a position and was hired back in the insurance industry as a material damage adjuster where I have advanced into a Material Damage Re-inspector, Claims Delivery Specialist Material Damage Trainer and then as a Material Damage Supervisor. I ve always been passionate about helping people get beyond their difficult situations. Areas of Expertise AIC Designation 33,35,36 AINS Designation LMS System, Evaluations, Metrics & Measurements S.I.T.E. - ITP Designation APD ILT/E-Learn Curriculum Design & Develop INS 21,22 - Ethics 316 Fox Valley- Cert - Frame & Suspension Facilitator Claims - Auto Physical Damage Expert Live Meeting Webinar Develop and Facilitate Extensive Current - Auto Body Repair Knowledge CCC Pathways CCC-ONE Estimating Elizabethtown College Management courses ADP & Mitchell Estimating Systems Langevin Advanced Instructional Techniques: APD Audit - Reinspector The Art of Facilitation Material Damage Appraiser's License Fundamentals of Facilitation: Erie Insurance, in Outstanding conflict resolution skills house four week course, focus on Adult Learning Principles Multiple Microsoft & Skill Soft courses I-CAR Instructor, IQW Train The Trainer Workshop Excellent Communication skills I-CAR Platinum Pro Level III Proficient Organization skills Chief E-Z Liner Frame Technician Excellent Leadership and Management skills Vale Tech Marine / Boat Repairs / Outdrives Experienced Manager Body Shop Claims APD CAT Adjuster Auto, Boat, Heavy Equipment and Property Work Experience Material Damage Supervisor New York Branch Office October 2013 to February 2017 Erie Insurance Group of New York Rochester, NY In this role, I supervised ten Material Damage Adjusters in the Buffalo, Finger Lakes and Southern Tier regions including two DRP coordinators. I manage their vacation schedules, workflow balance, overtime, training, salvage, expenses, budgeting, reinspection reports, estimating & total loss settlements for accuracy and compliance to NY State regulations and corporate guidelines. I resolved diminished value claims with third party customers. I use the programs Business Objects and Cost Administrator along with our own budget spreadsheet to keep expenses within budget guidelines. I am well organized and thrive in a faced pace environment. I am very comfortable multi-tasking along with using modern technologies and computer programs.

2 I have taken the lead with many new changes; negotiating a salvage contract, the addition of an in-house Enterprise rental desk along with a remote Enterprise rental person. I ve created a vacation schedule calendar and a proficiency report which allows me to see areas that need attention at a glance. The proficiency report is used as a standard in the office for bi-weekly meetings and yearly performance assessments. My unit was known for handling the highest claims load with the least amount of issues; i.e. overtime or high estimates severity. Claims Delivery Specialist Auto Physical Damage Adjusters September 2004 to October 2013 In this position I developed, designed and delivered new training classes to the Material Damage staff. I am certified to facilitate for CE credits the following classes, Unibody & Frame Repairs, Marine Outdrive Damage Analysis, Analyzing Suspension Damages, Garage Auto Policy, Family Auto Policy, NY Family Auto Policy, NC Personal Auto Policy, VA Personal Auto Policy and the Total Loss Adjusting for MDA's. I'm also certified to facilitate the following non-ce classes, Recreational Vehicle Damage Analysis and Repair, Estimate Writing, Pathways Applications, Pathways Plus, Paint Repair Techniques, Paintless Dent Repairs, Mechanical Damage Analysis, Antique Auto & Classic Cars, Negotiations, Using Time Effectively, Erie's CMS & Guidewire, Documentation, Information Security /Privacy, Adjusting Human Transactions and Service Under Stress and Organization Change Management. On-line CMS Web- Cast and Pathways Training, MDA Essentials, NICB VIN Decoder, Antique Auto, all via Live Meeting. My original territory in this position for the first three years was companywide, and then I trained the Material Damage staff from New York to Tennessee on the above mentioned classes with various delivery methods. I facilitate classes at hotels for large groups to smaller classes and in conference rooms at the Branch offices. I also held on-line classes with Microsoft Live Meeting. I facilitated many of my classes at auto salvage pools, body shops, antique auto museums, as well as at supervisor's homes. I co-facilitate the new MDA School held twice a year for two weeks at Erie's Home Office. I have worked with the Reinspection Department to create the MDA 100 question Skills Assessment and Plan of Action. I have created the Total Loss class and developed from scratch the Pathways Applications class and quiz and Pathways Plus class. Material Damage Re-inspector May 1999 to September 2004 When I accepted this position in 1999 it was a new division for the Erie. I assisted in streamlining the process and putting guidelines in place. I set and maintained my own schedule to re-inspect damaged vehicles with their estimates before and after repairs. I also did total loss vehicles and generated reports on issues of all claims for the Harrisburg and Philadelphia branches. I worked with the Regional MD Specialists and the supervisors of the branches to review and discuss the Re-inspection reports. I created several programs: Supervisor- Re-inspector ride-a-long and DRP clerical support training to correct identified issues. I developed a total loss training seminar and held classes at all of the branches. I traveled frequently, 75% doing focus reviews at other branches, CAT losses, Red Cross duty or other special projects. I wrote estimates with CCC Pathways, and also maintained the CCC-PQA or Pathways Quality Advisor for 154 shops and 45 MDA's. I was frequently selected for special projects because I am organized, analytical, and I pay close attention to details. I have teamed up with the ISS department to work on internal fraudulent actions. I identified inconsistencies throughout the branches in claims handling best practices. This resulted in many changes in claims handling expectations throughout the company. I was a first responder member of the CAT loss team and have participated in over 50 major storms throughout my career. I served on many CAT losses doing flood, hail, hurricane, and tornado damages. I specialized in handling auto dealer losses, boat claims and final wrap up. I also served as a property loss adjuster on Hurricane Isabel. I have trained many MD adjusters, DRP point adjusters, and Re-inspectors as a mentor program. I frequently volunteered for all projects, my supervisor could count on me to be the first in and last out for any CAT loss or special project at hand. Material Damage Adjuster II June 1992 to May 1999

3 I serviced the Harrisburg Branch territory. I maintained the largest claims load in the Harrisburg Branch. I developed personal relationships with all of the agents who sold our product. I provided excellent customer service by being accurate and thorough. I negotiated the cost of repairs with the body shop managers. All estimates were written with the CCC EZ-EST and later the Pathways system of which I am proficient and knowledgeable of, including the P-Pages. I settled all repairable files by following through to completion. I accurately determined the values on all total loss claims. I was in communication with the vehicle owner, lien holders, and attorneys to finalize each claim. I was efficient with my time management. I promoted team spirit by working together with the staff that had adjoining territories. I helped to train and mentor many of the new material damage adjusters. I encouraged customer service and agent visitations. Body Shop Manager April 1990 to June 1992 Hoffman Ford Harrisburg, PA My position as Body Shop Manager with this dealership started out with a challenge. I quickly identified the area that needed immediate improvement and put a system in place to ensure quality of service. I started with nine technicians and quickly advanced the team to thirteen experienced workers, with one office assistant and a dedicated parts man. I took on new accounts by adding eleven selected insurance companies and agreeing to be a Direct Repair Facility for their customers. Part of the system included collecting all vehicle data while writing an accurate damage estimate with the ADP computerized estimating system. I would follow up with all written estimates to secure repairing 70% of the vehicles that I had written estimates on. I processed all of the accounts receivables and ordering of all supplies. I monitored productivity and quality. The body shop quickly doubled its volume of work. I also worked with Ford representatives on warranty claims and repairs assuring that I continued to maintain a high level of customer satisfaction. Sr. Material Damage Adjuster September 1985 to April 1990 General Accident Insurance Camp Hill, PA As a material damage adjuster with General Accident Insurance, I maintained a very large territory. I serviced the center section of PA from the New York border to the Maryland line. I was assigned five claims a day on average. Efficient use of my time was essential to maintaining my daily claims quota. During my position with General Accident, the insurance industry began using the computerized estimating CCC EZ-EST program. I was able to adapt to this new system quickly which increased my accuracy in writing vehicle estimates. I wrote estimates on all types of vehicles including, boats, motorcycles, snowmobiles, and also heavy equipment. Included in my responsibilities was training new hired MDA s. Also, I was a member of the company s first response CAT loss team specializing in auto dealers, boats, and heavy equipment Body Shop Manager February 1983 to September 1985 Sutliff Chevrolet Co. Harrisburg, PA I was hired at Sutliff Chevrolet as an assistant body shop manager. Within two months I became the body shop manager. This opportunity began with a challenge of turning around the shop s known reputation of poor quality. I was able to overcome the quality issue by turning the shop into a combination shop where each technician would handle the repairs from start to finish. Once I fixed the quality of repairs the complaints came to a stop. I was then able to focus on increasing the staff and building the shop into a reputable local name. I wrote all the estimates by hand using the Motors Crash Estimating Guide books. I worked with all of the insurance companies before the DRP programs were in place. We would frequently work with the local insurance companies to hold training seminars in specific areas. Body Shop Technician September 1979 to February 1983 Shuey's Body Shop Annville, PA During my junior and senior years in high school, I participated in a work co-op program through the local Vo-Tech. This allowed me to work in the afternoon at a local body shop. I started as an apprentice and quickly worked my way

4 into a flat rate technician working on all types of collision repairs. I handled all of my own suspension repairs, frame repairs and refinishing duties. This shop was a high-end independent body shop and repaired mostly imports. The shop also had a contract with Jaguar to refinish new factory defective paint. I did many of these vehicles from dismantling to stripping and final refinishing, buffing and then re-assembly. I maintained a very high level of customer satisfaction. I obtained my PA. Physical Damage Appraisers License when I was eighteen years old. Education The Institutes 2013 Insurance AIC - Designation achieved 33, 35, 36 AINS - Designation achieved - INS 21, 22 - Ethics 316 Society of Insurance Trainers & Educators (S.I.T.E.) 2013 ITP Designation I-CAR 2012 Platinum Certification - Pro-level III - Insurance Estimator IQW Train the Trainer Previous- I-CAR Instructor Langevin Learning Services 2008 Train the Trainer Advanced Instructional Techniques Workshop Vale National 2008 Arlington, TX, USA Recreational Boat Damage Adjusting Fox Valley Technical School-2012 Frame & Suspension Lebanon County Vocational Technical School 1980 Lebanon, PA, USA Auto Body Repair Graduated with certificate after 3 years of technical school Palmyra Area High School 1980 Palmyra, PA, USA Elizabethtown College 1984 Management Course Elizabethtown, PA, USA

5 General Professional Affiliations Virginia Insurance Continuing Education Program certified Instructor. North Carolina Department of Insurance certificate of instruction. Society of Insurance Trainers & Educators. I-CAR