Tim Cha

Experience

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  State Farm

  Jun 2008 - Sept 2008

  Marketing Intern

  • Developed new marketing strategies for California Summer Internship Contest • Engaged with executive teams at Enterprise and Zone levels to coordinate implementation of developed strategies• Researched and assessed marketing trends for target groups • Identified and analyzed sales trends and fluctuations based on client database• Designed templates for sales, renewal, policy change, and cost analysis for marketing purposes • Executed measures with local Agency partners to successfully increase product development • Enhanced and managed Agent Client database while assisting agents in developing short term and long term sales goals• Conducted weekly marketing events and captured key values for consumer behavior trends and marketplace dynamics Show less

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  State Farm

  Jun 2009 - Oct 2009

  Auto Claim Processor

  • Facilitated and delivered training programs and materials to interns and new hires while demonstrating leadership within a team environment• Communicated with various levels of staff and management in order to gather information on customer needs and alternative solutions • Created claims process schedules and track the progress while utilizing shared resources and thoroughly documenting findings• Developed an understanding of industry regulations and compliance requirements for various individual and business clients• Served as a liaison between intern candidates and the firm through the recruiting process • Investigated auto property and material damage while ensuring customer satisfaction through follow-up and research Show less

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  State Farm Insurance

  Apr 2012 - Nov 2019

  • Exceeded Service Level Objective metrics in new claim to close ratio, average task completion time, and average claim size by dollar amount• Handled over an average of $1,000,000 in claim indemnity payments annually, over the course of 10 years. • Consistently exceeded Service Level Objectives for Claim Inventory management, Period of Restoration adherence, minimizing Supplemental payments. • Fostered new consulting contractor relationships and provided field training, SLO review, and FCP understanding• Performed Subrogation Product Investigation roles to achieve over $200,000 in subrogation recoveries Show less • Managed work streams in Enterprise Project work with emphasis on data analysis, workflow design, testing concepts, and implementation• Engaged with external consulting partners to develop high level strategy mapping and timeline for implementation• Conducted geographic market research to assess existing resources and capacity for change adoption• Documented strategy development progress including key findings, plan features, and direction• Collaborated with other Project teams to finalize design feasibility and prepare models for testing phases• Produced proposals resulting in immediate successful implementation and significant business results• Provided solutions and hand off procedures while visiting national operation hubs during implementation Show less

  • Claims Adjuster

    Jun 2009 - Nov 2019

  • Project Manager

    Apr 2012 - Oct 2014
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  Zillow

  Jan 2019 - Feb 2022

  • Managed team of 11 Renovation Estimators and Superintendents with 4 direct reports• Led team to achieve top performance in various metrics, including Customer Satisfaction Survey, Renovation Completion Rate, and Change Orders• Exceeded Operation Goals, Market performance targets throughout Q1 to Q3 of 2021• Incorporated teamwork based best practices among Superintendents to increase monthly renovation completion metrics Year over Year, from 20 in October 2020 to over 70 in October 2021• Utilized Salesforce on a daily basis to optimize Superintendent scheduling• Created Salesforce dashboards to consolidate team performance and increase efficiency in performance reviews• Reviewed Tableau reports to pinpoint metrics exceeding goals and areas needing improvement• Implemented customer focus training to maintain Estimator Customer Satisfaction Survey scores at 5/5 throughout 2021• Initiated weekly cross training opportunities for all Estimators and Superintendents • Developed role reversal training, cross team, and cross market activities to improve scope of work accuracy and reduce change orders • Exceeded training completion goals and maintained 100% team completion rate• Provided weekly live field training, quality control and audits to identify best practices and calibrate field team members to improve scope variance and change order reduction• Encouraged career development through monthly job shadows across markets and management Show less • Exceeded market goals for Renovation Completion by achieving a 90% completion rate• Completed over 30 Renovations from Q2 to Q3 2021• Created specific workflows for change orders to improve efficiency based on General Contractors needs and preferences. • Developed Smartsheet usage, Notes template, and email practices to replace manual Excel spreadsheet via previous used Renovation Tracker• Performed on average 2 additional quality control checks each Renovation to provide General Contractors work standards, anticipate changes, and provide solutions to prevent Renovation completion delays• Trained New Hires, including Estimators and Superintendents Renovation field work, Salesforce, Outlook, Smartsheet, and Notes app usage• Performed Renovation Field Manager duties, including scheduling, communications, training, and calibration events with all field team members• Created visual aid training guide for New Hire Estimators and Superintendents Show less • Market leader in performance metrics including, average scope variance of less than 2%, average scope amount exceeding $12,000, and over 300 evaluations since new market launch • Market leader in Customer Service Satisfaction survey scores from Q1 to Q2 of 2021• Acted as interim team manager during leadership absences • Created Estimator Meeting Initiative, with weekly scheduled meetings, providing scope calibration, career development, and team building opportunities• Trained existing and new hire Estimators by performing job shadow, Scope reviews, and sharing best practices for efficient scoping• Led Peer to Peer training initiative, with multiple presentations to provide insight into damages and impact of Water mitigation and repairs Show less

  • Renovation Field Manager

    Jan 2021 - Feb 2022

  • Renovation Superintendent

    Jan 2020 - Jan 2021

  • Renovation Estimator

    Jan 2019 - Jan 2020
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  SFR3 Fund

  Feb 2022 - now

  Lead Production Manager | Lead ACE