Keon Henderson, MBA

Experience

• 

  Farmers Insurance

  Jan 2005 - Jan 2007

  Claims Specialist

  Coordinated the streamlined handling of Personal Line and Commercial claims; created and negotiated reports with the highest degree of competency and independence to vendors by means of learned knowledge of collision repair methodology in compliance with Company and State rules and regulations. Minimized cycle times through effective communication due to superb time management and organizational skills. Presented technical findings, concepts and issues to non-technical clientele both verbally and written correspondences. • Oversaw financial management of $1.2M; reduce accounts payable by 25% on average per year.• Recognized as 2006-2007 “Top Professional” by regional management for exceptional customer service. • Presented assessment reports and analysis results to Senior Leadership during new system implementation • Mentored and developed junior staff; conducted technical and interpersonal training sessions. Show less

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  Nationwide Insurance

  Jan 2007 - Aug 2017

  Senior Claims Specialist

  Managed a high volume of severe level claims examining losses, creating restoration plans, managing multiple vendors while extensively documenting processes and communicating real-time strategies to clients. Assisted Regional Training Manager to create, revise and implement training solutions that foster the development of employees. Served as key employee contributing to the knowledge of all peers in topics such as file handling, policy interpretation, problem-solving analysis and leadership development. • Traveled regionally to deliver training and insight to peers helping them make more informed, accurate claims and repair management decisions.• Designed and implemented enterprise-wide instructor-led course to educate and train staff concerning policies, standards, job aids and daily integration resulting in higher levels of productivity. As a result, personally trained 100+ employees. • Served as Subject Matter Expert partnering with Training and Development Leadership on multiple enterprise-wide Projects o Western Claim Zone Associate Exchange, Presentero Customer Care & Rental, Project Leado Customer Claim Experience, Project Leado Efficacy Team, Internal Consultant / Instructoro On – Boarding Ambassador Mentoring Program, Project Leado Total Loss Redesign, Project Staff o Occupational Specialist, Universal Technical Institute Show less

• 

  CCC Intelligent Solutions

  Aug 2017 - now

  Provide strategic leadership and management for various teams including interpreting objectives into tactical action plans. Generate market research to identify business trends, present business updates to senior executives and conduct customer feedback surveys to discover potential areas of improvement. Develop internal processes around business reviews, NPS surveys and delivery of materials to enhance adoption rates of our product solutions. • Recruit, lead and provide training, coaching and team development to account Consultants. • Establish individual and team productivity and quality metrics to compliment corporate-specific metrics.• Orchestrate Consultants to deliver timely, accurate and professional operational support in alignment with SLAs.• Serve as Estimatics subject matter expert providing guidance and addressing challenges on product prototypes, project initiatives and collaboration to clients. Show less Analyze client’s financial and operational performance, evaluate business processes and operations, and recommend solutions to improve customer satisfaction, indemnity accuracy and operational efficiency. Manage mentor relationship with new employees and track progress against objectives: measure performance objectives, provide clear direction, evaluate performance on an on-going basis, identify developmental needs and provide feedback and coaching.• Business process design and complex business modeling experience including ease and comfort leveraging data to draw and support conclusions from analysis• Partner with Account Teams to develop short and long-term service plans for insurance market accounts and help drive & present the initiatives and results.• Leverage strategic and operational business consulting skills to help clients improve their claim outcomes, operational efficiencies, and customer service. Show less Trusted adviser to over 30+ national Property & Casualty Insurance clients ensuring the successful implementation of best practices programs by conducting in-person & virtual trainings focused on improving end user functions and process. Analyze & benchmark customer performance metrics to deliver consultative business reviews which result in strategic recommendations, best practices and process improvements. • Lead ongoing strategic customer meetings to communicate best practices, successes and business results; facilitate quarterly business reviews & executive meetings. • Ensure product alignment by keeping customers informed of key product features, new product releases, and future product roadmap. Drove to adoption successfully 12 new software product tools piloted within 2018. • Regularly communicating needs and issues by C-Suite Executives cross-departmentally to drive product development, improvements and identify ways to streamline customer workflows.• 2018 & 2019 “Way to Go” Award Winner: a company-wide award for employees who consistently promote customer success and help to achieve company objectives. Show less

  • Manager, Customer Success

    Nov 2021 - now

  • Senior, Customer Success Consultant

    Apr 2021 - Nov 2021

  • Customer Success Consultant

    Aug 2017 - Apr 2021