Jim Merchant

Experience

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  Nationwide

  Mar 2001 - now

  *Manage 25 to 35 “On Your Side” vendors in the Southeast, PA market. *Promote and provide "On Your Side" customer service. *Demonstrate a high level of customer engagement to resolve customer complaints and ensure satisfaction. *Monitor and measure shop performance improvement through reinspections, reports, action plans, and performance reviews.*Proven ability to establish repair requirements and cost estimates while demonstrating the analytical skills needed to make decisions and reach resolutions. *Showmanship of Excellence Award Winner in 2018.*Participated in Talent Development- Goliath’s Revenge. Show less *Managed 15 to 20 “On Your Side” vendors in the Southeast, PA market. *Promoted and provided "On Your Side" customer service. *Monitored and measured shop performance improvement through reinspections, reports, action plans, and performance reviews. *Proven organizational skills and vendor management for timely completion. *Recognized for Highest Performance Review adequacies in 2005.*Safelite AutoGlass Liaison for the Southeast, PA market responsible for handling glass complaints and increasing Safelite utilization through educating agents to support program compliance. Show less

  • National Catastrophe Claims

    Apr 2021 - now

  • “On Your Side” Direct Repair Shop Manager

    Sept 2017 - Apr 2021

  • MD Field Claims Manager

    May 2009 - Oct 2017

  • MD New Hire Training Manager

    Jan 2007 - May 2009

  • "On Your Side” Direct Repair Shop Manager

    Oct 2003 - Jan 2007

  • Senior Claims Adjuster

    Mar 2001 - Oct 2003