Linda Lopez
Tolleson,AZ
Summary
Highly-motivated and organized Auto Property Team Manager with a proven ability to coordinate and motivate Staff. Seeking to apply acumen in business and workplace coordination in a position as a Learning Manager. Highly familiar with Auto Property claims, Agency and skilled in conflict resolution. Offering over 15 years of customer service experience, Industry knowledge and excellent leadership skills. Known for sound judgement and superior workplace organization.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Auto Total Loss and NEST Team Manager
State Farm Insurance
09.2023 - Current
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
- Established clear performance metrics, enabling transparent evaluation of team progress.
- Coordinated with other department heads to ensure alignment of team goals with overall company strategy.
- Fostered culture of continuous improvement, encouraging team members to pursue professional development opportunities.
- Led development and execution of strategic plans to meet company objectives, driving team success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Auto Initial Loss Reporting Team Manager
State Farm Insurance
12.2019 - 09.2023
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction by over 50% through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by 45% implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment. Increasing retention by 100%.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
Auto Total Loss Team Manager
State Farm Insurance
02.2015 - 12.2019
- Monitored personnel performance and prescribed training and counseling to staff members to improve their work outcomes
- Led daily meetings on open investigations and performance optimization strategies
- Trained, mentored and guided staff on investigation procedures, company policies and Insurance industry regulations
- Organized claims operations by preparing Monthly budgets, setting departmental objectives and implementing strategies to meet them
- Directed a team of 14 Claim Associates focused on reviewing Auto Total Loss claims
- Managed day-to-day workflow by reviewing incoming new losses and phones, updated schedules based on capacity and urgency to meet phone and task service levels and communicated real time direction based on needs of the department to meet daily goals
- Mediated and resolved sensitive customer issues and claims made by key clients to promote retention and satisfaction with services
- Fostered a positive work environment by consistently treating all employees and customers with respect and consideration
- Championed the insurance claims process by providing expert knowledge and building a positive, trusting relationship to support clients during challenging times
Auto Property Express Team Manager
State Farm Insurance
08.2014 - 02.2015
- Oversaw all payments, evaluations and team projects
- Led daily meetings on open investigations and performance optimization strategies
- Provided informational and procedural guidance to the claim team to ensure their ability to carry out operations correctly and efficiently
- Directed a team of 12 Claim Associates focused on reviewing Property Auto Claims
- Monitored personnel performance and prescribed training and counseling to staff members to improve their work outcomes
- Trained, mentored and guided staff on investigation procedures, company policies and Insurance industry regulations
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Communicated clear expectations and goals to each team member
- Championed the insurance claims process by providing expert knowledge and building a positive, trusting relationship to support clients during challenging times
Auto Property Express Team Lead
State Farm Insurance
03.2013 - 08.2014
- Aligned office departments and increased inter-department communication and data sharing
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Trained new team members by relaying information on company procedures and safety requirements.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
Auto Claims Adjuster
State Farm Insurance
10.2009 - 03.2013
- Negotiated with claimants to settle claims
- Examined photographs and surveillance and any other documents relating to claims
- Mentored 5 entry-level Claim Representatives
- Tracked the progress of all outstanding insurance claims
- Addressed an average of 30-40 customer inquiries and complaints each week
- Followed up with customers on unresolved issues
- Modeled exceptional customer service skills and appropriate liability investigations
- Oversaw claim recoveries, including subrogation and salvage
- Checked level and type of coverage and evaluated contracts
- Developed new process for employee evaluation which resulted in marked performance improvements
Insurance Sales Agent
State Farm Insurance, Laura E Mora Agency Office
12.2004 - 10.2009
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques
- Evaluated leads obtained through direct referrals, lead databases and cold calling
- Conducted annual reviews of existing policies to update information
- Evaluated the accuracy and quality of data entered into the agency management system
- Collected all premiums on or before effective date of coverage
- Finalized sales and collected necessary deposits
- Met with an average of 15-20 walk-in policyholders to address and resolve complaints
- Addressed an average of 50 customer inquiries and complaints each week
- Closed an average of 15 new sales per week
Education
MBA - Business Administration
University of Phoenix
Tempe, AZ09-2011
Bachelor of Science - Management
University Of Phoenix
Tempe, AZ01.2009
Associate of Science - Human Resources Management
University Of Phoenix
Tempe, AZ01-2009
Skills
- Auto Property Claim expertise
- Strong verbal communication
- Project Management and Public speaking
- Staff development, onboarding/orientation
- Data management, Budgeting and finance
- Team leadership
- Conflict resolution, Self-motivated
- Extremely organized, Powerful negotiator
- Process implementation
- Report writing
- Strategic and Project planning
Accomplishments
- Resolved product issue through consumer testing.
- Achieved retention goals through effectively helping with the establishment of the New to Role Training Unit.
- Supervised team of 10-40 staff members per training waves.
- Achieved cohesiveness across sections by introducing a single point of contact liaison for leadership team assignments communication.
- Collaborated with team of 6-8 in the development of cross segment meeting to introduce our new Training Unit to the enterprise.
- Trained multiple new to role Leaders.
- Worked with upper leadership and cross segment leadership to introduce upskill courses to assist with our overall training experience of each employee.
Certification
- CT, DE, FL, GA, KY, LA, NC, NH, NM, OK, RI, SC, TX, VT and WV Auto Adjuster licenses
- Human Resource Management (HRM)
Languages
Spanish
Native or Bilingual
Timeline
Auto Total Loss and NEST Team Manager
State Farm Insurance
09.2023 - Current
Auto Initial Loss Reporting Team Manager
State Farm Insurance
12.2019 - 09.2023
Auto Total Loss Team Manager
State Farm Insurance
02.2015 - 12.2019
Auto Property Express Team Manager
State Farm Insurance
08.2014 - 02.2015
Auto Property Express Team Lead
State Farm Insurance
03.2013 - 08.2014
Auto Claims Adjuster
State Farm Insurance
10.2009 - 03.2013
Insurance Sales Agent
State Farm Insurance, Laura E Mora Agency Office
12.2004 - 10.2009
- CT, DE, FL, GA, KY, LA, NC, NH, NM, OK, RI, SC, TX, VT and WV Auto Adjuster licenses
- Human Resource Management (HRM)
MBA - Business Administration
University of Phoenix
Bachelor of Science - Management
University Of Phoenix
Associate of Science - Human Resources Management
University Of Phoenix
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