Dan McCool

Experience

• 

  Walmart

  Sept 1995 - Aug 1998

  Wal-Mart Assistant Manager (Dumas, AR and Warsaw,MO)

  • Responsible for coaching and training store associates.• Meet sales and growth goals set for assigned departments (Sporting Goods, Health and Beauty, electronics, home goods).• Resolve customer issues timely and efficiently. • Responsible for implementation of loss prevention process and procedures.

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  Farmers Insurance

  Sept 1998 - Nov 2023

  Seasoned Incident Manager with a proven track record at Farmers Insurance, leading strategic initiatives in response to severe weather, catastrophes, and planned events impacting Claims Contact Center operations. Known for orchestrating comprehensive preparedness and response strategies, ensuring optimal service levels and system availability. Adept at developing innovative staffing models, disaster recovery plans, and seamlessly transitioning operations to remote work settings, notably during the COVID-19 pandemic.Key Achievements and Responsibilities:• Developed a tiered approach staffing model, resulting in an approximate lift of 150 additional staff in near real-time during FNOL calls.• Formulated and implemented a comprehensive work-from-home Disaster Recovery plan, facilitating the seamless transition of over 650 staff in the event of office closures.• Led the transition of Farmers Claims Contact Center & WFM operations to full-time work-from-home setup in response to the COVID-19 pandemic.• Facilitated communications for severe weather, catastrophes, and daily outliers, providing regular updates during Claims Leadership Team meetings.• Maintained Playbook and reaction preparedness procedures using BOX cloud-based library and SharePoint systems.• Designed and administered comprehensive Business Continuity and Disaster Recovery plans for operational resilience.• Orchestrated and chaired weekly collaboration calls between business and IT/Telephony teams, ensuring a thorough review of impending planned maintenance. Show less Dynamic leader and pivotal member of the startup team within the Farmers Contact Center, playing a crucial role in establishing and developing a 24/7 Claims Command Center. Demonstrated expertise in formalizing training programs, optimizing processes, and collaborating with IT to address unplanned system issues.Key Achievements and Responsibilities:• Created formal Workforce Management (WFM) training programs and career development frameworks.• Developed a robust playbook outlining standing operating procedures within the newly established Claims Command Center.• Established and maintained optimal processes, procedures, and staffing levels, maximizing productivity and efficiency.• Partnered with IT to efficiently triage unplanned system issues, ensuring swift resolution and effective communication of impact assessments. Show less Proven leader spearheading catastrophe response efforts at Farmers Insurance, tasked with coordinating global communications, developing catastrophe websites, and executing mock exercises. Instrumental in establishing a new department within the Farmers Catastrophe Response Team.Key Achievements and Responsibilities:• Formulated and executed a robust global communications strategy, ensuring seamless coordination with stakeholders during critical times.• Directed the development and maintenance of a comprehensive catastrophe website, serving as a vital information hub for stakeholders.• Planned and executed mock exercises to enhance preparedness and evaluate response strategies.• Collaborated with local advertising agencies to establish catastrophe response advertising across various media channels.• Oversaw the development of accurate and timely reports related to claims reporting, coordinating with corporate finance to establish bulk reserves for declared catastrophe events. Show less • Efficiently handle auto and property claims stemming from declared catastrophe events.• Determining replacement cost value and evaluate liability and damages exposure at required intervals.• Provide prompt and courteous customer service to all parties involved.• Analyze policy language and loss facts to determine appropriate coverage decisions.• Conduct thorough investigations by contacting relevant parties and gathering necessary information.• Additional responsibilities between 2002 – 2005 working directly with the National Catastrophe Center Finance Manager. Primary duties consisted of budgetary review and establishing bulk reserves for declared catastrophe events. Show less

  • Claims Command Center Incident Manager - WFM

    Jan 2011 - Nov 2023

  • Claims Command Center Supervisor - WFM

    Oct 2010 - Jan 2011

  • Logistics Communication and Reporting Manager

    Sept 2005 - Sept 2010

  • Claims Specialist, National Catastrophe Center

    Nov 2000 - Sept 2005

  • Underwriter

    Sept 1998 - Nov 2000