Experience

• 

  Ericsson

  Jan 2006 - Jul 2012

  Field engineer 2

  World leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Focused on the Wireline Development team, installing test equipment for future releasesSite Surveys for Central Offices and Outside Plant. Design, engineer, and implement solutions per customer site

• 

  Mitchell international

  Feb 2016 - now

  Mitchell International is a diverse company that accelerates claims management and collision repair processes through the broadest range of technology solutions, networks, and partners in the P&C industry. Focused on the Auto Physical Damage department where the goal is to provide accurate reports in a timely manner in order to ease the customer during a difficult time.• Support Emails – troubleshooting and responding to Client Service Manager inquiries• Consultant to Claims Support Analyst team: Coach CSA team on best practices for customer escalations, provide methodology training, and guidance as needed• Investigate, test, document, and escalate WorkCenter Total Loss application issues• Review/update all methodologies used by the Service Center on a regularly scheduled yearly cadence• Use client feedback to provide recommendations to improve and streamline Service Center processes• Consultant to Supervisor team, provide best practices for unique claim situations, Department Of Insurance/Carrier compliance guidance• Conduct presentations/information sessions and address highly escalated concerns regarding Service Center process with Account Management and external clients• Work with Implementation, Training, and CSM teams to provide support during all stages of the sales and implementation process- including Closed File Reviews, pilots, command center support, company guideline set up• SharePoint/Salesforce Maintenance- maintain training documents, Company/State Guidelines to ensure kept accurate as requirements change• Consult with internal Development team to prioritize enhancements/releases• Aid Product Management in Visual Studio maintenance Show less Provide strategic leadership and direction for the delivery of services and support to clients/customers. I am responsible for maintaining the consistency and integrity of the processes of my assigned agents, and providing ongoing coaching and support. Responsible for hiring agents to process/review total loss evaluationsHold Bi-Weekly team meetings to discuss areas of opportunity, customer relations updates, and performance metrics.Responsible for teams' Production of Work, Quality, and Service LevelWhile supervising for our Canadian clients, have improved the Production of work by 20%Hold monthly 1 on 1 meetings with appraisers for developmentSet agendas, develop timetables, and plans for achieving goals Show less

  • Product Manager

    Jan 2023 - now

  • Appraisal Consultant 1 at Mitchell International

    Apr 2020 - Jan 2023

  • Supervisor 1

    Feb 2016 - Apr 2020