Charles Grogan
Litchfield Park
Summary
Dynamic Claims Advocate at Uber with expertise in claims analysis and fraud investigation. Proven ability to enhance user experience through cross-functional collaboration and effective communication. Skilled in data analysis and documentation research, driving successful resolutions and improving operational efficiency. Recognized for accuracy, efficiency, and commitment to customer service excellence.
Overview
15
15
years of professional experience
Work History
Claims Advocate
Uber
Phoenix
01.2025 - Current
- Analyzed claim data to identify exposures and submit accurate data to carriers.
- Facilitated claims resolution by investigating customer inquiries and issues.
- Collaborated with cross-functional teams to enhance user experience during claim resolution.
- Provided expert guidance on policy interpretations to both customers and colleagues.
- Supported CSC team with resolution of complex claims
- Contributed to SIU short term assignment supporting internal and external investigations of fraudulent claims by fulfilling carrier requests, analyzing driver and rider documents, and identifying trends in suspicious claims.
Store Administrative Support
The Buffalo Exchange
Phoenix
09.2023 - 12.2024
- Act as liaison between the corporate office and the team at the store.
- Collect, clean, and report the store's financial and labor data using Celerant and Excel.
- Generate a weekly report on the store's labor cost, revenue, and employee performance in Excel based on data sent by the payroll department.
- Generate a monthly report on the store's top selling categories, all merchandise transfers in and out of the store, employee incentive tracking, and all donations made by the store to charitable organizations using Word and Excel.
- Plan events for the store's staff, such as holiday parties, financial meeting meals, and birthday celebrations.
- Design and develop marketing/promotional material supplementary to marketing packets received from corporate.
- Check references and complete the onboarding process for newly hired employees.
- Assist the store manager in any and all other tasks as needed.
Warehouse Associate
STITCHFIX
Phoenix
03.2018 - 05.2022
- Collaborate with cross-functional teams to improve logistics operations and increase efficiency.
- Utilize a Warehouse Management System (WMS) for efficient order picking and tracking.
- Process and perform quality checks on incoming returns from clients.
- Manage the department in the absence of leadership to ensure metrics are met, using Google Sheets to track quality metrics.
- Input, cleaned, and tracked employee metric data to ensure valid metrics were met in Google Sheets.
- Train to perform order and customer look-ups in ZenDesk.
Retail Associate
Tillys
Glendale
11.2017 - 03.2018
- Greeted customers and provided knowledgeable assistance in product selection.
- Resolve customer complaints and inquiries in a timely and professional manner.
- Collaborate with colleagues to ensure efficient workflow and customer service.
- Recommend products that meet customer needs.
- Trained new hires on store policies and procedures.
- Packed and shipped online orders in a timely and organized manner.
Property and Casualty Member Service Rep
USAA
Phoenix
07.2016 - 11.2017
- Licensed to write home and auto insurance in 26 states.
- Updated and maintained member accounts to facilitate financial security.
- Issued accurate insurance policies while adhering to underwriting guidelines.
- Updated member information by inputting and cleaning data.
- Training and mentored new customer service agents in property and casualty procedures and customer service best practices.
Team Member with POS Management Numbers
Toys R' Us
Goodyear
03.2011 - 07.2016
- Assisted the management team with inventory tracking and ordering.
- Trained and supervised a team of seven staff members, ensuring each team member was performing to the highest standard.
- Develop and maintain positive relationships with customers by responding to inquiries promptly and courteously.
- Assisted customers with technical issues.
- Compiled customer feedback to identify areas for improvement.
- Generate weekly reports on customer service metrics for management review.
- Develop and implement strategies to upsell products and services.
- Input cleaned and tracked data of all big-ticket items in the store for loss prevention.
Education
Google Data Analytics Certification - Data Analytics
Google
07.2023
Diploma -
Desert Edge High School
GoodyearGoodyear
Skills
- Effective communication
- Claims analysis
- Fraud investigation
- Insurance compliance
- Cross-functional collaboration
- Documentation research
- Microsoft Office proficiency
- Data analysis and cleaning
- Detail orientation
- Data visualization techniques
- R programming expertise
- Customer service excellence
- Team collaboration
- SQL and spreadsheet analysis
- Adaptability and flexibility
- Leadership capabilities
- Presentation skills
References
References available upon request
Timeline
Claims Advocate
Uber
01.2025 - Current
Store Administrative Support
The Buffalo Exchange
09.2023 - 12.2024
Warehouse Associate
STITCHFIX
03.2018 - 05.2022
Retail Associate
Tillys
11.2017 - 03.2018
Property and Casualty Member Service Rep
USAA
07.2016 - 11.2017
Team Member with POS Management Numbers
Toys R' Us
03.2011 - 07.2016
Google Data Analytics Certification - Data Analytics
Google
Diploma -
Desert Edge High School