Todd Etnier
Surprise
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Hardworking and reliable with a broad and diverse work history across production and non-production environments, in leadership and non-leadership roles.
Overview
28
28
years of professional experience
Work History
Leader
State Farm
Surprise
02.2008 - Current
- Held leadership roles in various departments in Fire Claims Proximity, Weather and Catastrophe Claim Services, Initial Loss Reporting, Bank Collection Center, Bank Operations Center, Bank Response Center, and Purchasing and Administrative Services.
- Leveraged home construction knowledge and leadership ability to help drive quality claim handling.
- Trained and supervised customer service team to deliver exceptional service, contributing to retention and satisfaction.
- Conducted regular employee performance evaluations to offer constructive feedback and solutions to propel improvements and growth.
- Managed daily workloads and workflow to ensure operational efficiency.
- Developed strategies to enhance customer service and create a positive, engaging environment.
- Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Claim Specialist
State Farm
Phoenix
08.2021 - 02.2023
- Reviewed policies to assess coverage levels and facilitated informed approval or denial decisions.
- Reviewed policies to determine appropriate levels of coverage and assist with approval or denial decisions.
- Coordinated vendor services, including emergency repairs and contractors, to streamline customer claims handling.
- Explained loss coverage, assisted policyholders in itemizing damages, and arranged alternative living accommodations.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Process Analyst/Process Manager
State Farm
Bloomington
07.2010 - 07.2013
- Collected and analyzed data to enhance workflows, reduce waste, and improve quality, resulting in streamlined processes.
- Identified inefficient methods, developed solutions, and presented recommendations to Department Director and Executive Bank Leadership, fostering informed decision-making.
- Compiled data into concise reports and delivered weekly updates to stakeholders and decision-makers, ensuring alignment and transparency.
- Managed special projects initiated by the Department Director, overseeing a workstream for timecard review.
- Conducted evaluations of leadership's EOM capabilities to maintain standardization and compliance across all levels of operations, and find opportunities for improvement.
- Advised and assisted specific staff members to support understanding of changes and implementation of streamlined processes.
- Coached and trained Bank leaders on general process concepts, lean manufacturing and how to identify potential improvements without assistance.
Claims Specialist
State Farm
Bloomington
06.2003 - 02.2008
- Reviewed policies to determine coverage levels, facilitating informed approval or denial decisions.
- Explained loss coverage, assisted policyholders with itemizing damages and coordinated alternative living arrangements.
- Coordinated vendor services, including emergency repairs and contractors, to streamline customer claims handling.
- Explained loss coverage, assisted policyholders in itemizing damages, and arranged alternative living accommodations.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
Purchasing Representative
State Farm
Bloomington
06.1998 - 06.2003
- Vetted vendors, established relationships, and negotiated favorable contracts to ensure quality procurement.
- Tracked and approved procurement plans, maintaining optimal inventory levels to support operational needs.
- Led department meetings to foster team cohesiveness and ensure project coordination.
Education
Bachelor of Science - Sociology
Illinois State University
Normal, ILCLU -
The American College
CPCU, AIC, AIS, API, INS, SM -
The Institutes
FLMI, ACS, AIRC, ALMI, ARA -
LOMA
Skills
- Excellence in Operations Management (EOM)
- Team leadership
- Performance management
- Employee training
- Cost management
- Risk management
- Process improvement
- Agile
- Analytical
- Critical thinking
- Problem resolution
- Multitasking
- Collaboration
- Conflict resolution
- Reliable and trustworthy
- Work ethic
- Interpersonal skills
Timeline
Claim Specialist
State Farm
08.2021 - 02.2023
Process Analyst/Process Manager
State Farm
07.2010 - 07.2013
Leader
State Farm
02.2008 - Current
Claims Specialist
State Farm
06.2003 - 02.2008
Purchasing Representative
State Farm
06.1998 - 06.2003
Bachelor of Science - Sociology
Illinois State University
CLU -
The American College
CPCU, AIC, AIS, API, INS, SM -
The Institutes
FLMI, ACS, AIRC, ALMI, ARA -
LOMA