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My Resume
TODD MARSHA
8961 Tomashaw Street ⚫ Lenexa, KS 66219 ⚫ 913.638.0488 ⚫ toddmarsha@witnesspath.com
PROFESSIONAL PROFILE
Content creator, blogger and project manager with 11 years experience. Successful website owner with multiple #1 ranked keywords on Google. Strong business analysis skills have been utilized throughout career to evaluate systems, obtain specifications, introduce solutions, and provide software implementations.
Provided 13 years of operational and staff management expertise for one of the largest auto insurance companies in the United States. Key strengths include accuracy calibration and staff/estimator development, which dramatically increased quality and customer service levels. Recognized as a subject matter expert on auto insurance claims adjusting and recipient of numerous promotions for exceeding performance expectations.
CORE COMPETENCIES
Business/Website Writing Editing and Content Creation
Requirements Analysis Business Analysis
Performance Metrics Program Development
Process Consulting Employee Engagement
Staff Management Training and Development
Quality Management Customer Service Management
Project Management Root Cause Analysis
Change Management Continuous Improvement
Conflict Resolution Claims Management
PROFESSIONAL EXPERIENCE
VQ Success LLC. - Lakeland, FL 04/10 - 12/13
Freelance Writer/Project Manager
• Created blog posts, email autoresponders, web page content and white papers in personal development, personal finance, health and fitness, entrepreneurship, social media marketing and technology niches
• Managed team of 4-7 freelance writers. Hired freelancers, developed relationships, completed monthly payroll, and assessed performance. Clarified client requirements, distributed work, edited and prepared for delivery, and met client deadlines.
• Entered completed projects into client Wordpress sites, completed necessary SEO tasks and published when requested. Developed SEO audit product to identify improvement opportunities on client websites.
PROGRESSIVE INSURANCE – Mayfield Heights, OH 02/06 – 08/07
Business Systems Consultant III
• Completed requirements analysis including creation of user stories, field research, process flows, high-level story cards, and graphical user interface prototypes of multiple systems to define functionality for software migration projects designed to resolve business issues and increase operational efficiency.
• Led a team to implement new system functionality for TLC.3.0, an internally created software application that provided instant auto loan approval for customers replacing totaled vehicles.
• Served as an Embedded Business Analyst for an agile software development team to define system requirements, conduct testing, and identify functionality specifications for additional IT implementations.
• Facilitated meetings with Software Developers, Business Analysts, QA staff, and key stakeholders to provide in-depth requirements analysis, review proposed system functionality, and determine scope of work.
• Expertise in business systems analysis contributed to Progressive Insurance winning a CIO Top 100 Award in 2007.
PROGRESSIVE INSURANCE – Kansas City, KS 03/96 – Present
Estimator / Reinspector (01/14 – Present)
• Travel throughout the Kansas City Metro to conduct auto appraisals and total loss evaluations. Work with body shops to negotiate repair costs.
• Consult with customers at the Kansas City Service Center to review damages and total losses, create appraisals, discuss repair options, and assign rental cars.
• Manage active repairs to ensure damaged vehicles are restored to pre-accident condition.
• Reduce claim costs, ensure accurate estimates, and increase staff performance by reinspecting vehicles at four regional body shops. Coach Estimators and management on proper procedures and provide recommendations for continuous improvement.
• Exceeded expectations on customer loyalty surveys by offering outstanding personal service and timely repair updates/follow-up.
• Surpassed estimate quality performance metrics in 2014 by providing accurate and detailed auto damage assessments.
PROGRESSIVE INSURANCE – Kansas City, KS 07/11 – 01/14
Claims Supervisor for the Service Center
• Managed, trained, and evaluated eight Estimators in all phases of auto damage evaluation and customer service.
• Conducted conflict resolution, managed customer complaints, and oversaw service recovery work.
• Improved repair quality and customer satisfaction by working with collision repair partners to remediate issues in a timely manner.
• Coached Estimators through live service observations to guarantee superior customer service.
• Completed daily QA inspections of repaired vehicles and presented reviews to external partners, which improved body shop repair quality and employee accountability.
• Handled procurement activities for the Service Center including purchasing office supplies, safety equipment, and marketing materials.
• Developed five Claims Representatives into high performing Service Center Estimators.
• Facilitated change management by directing estimator teams during the implementation of a new inspection and repair management system (Mitchell WorkCenter). Coordinated end-user training and provided coaching to ensure optimal staff proficiency.
PROGRESSIVE INSURANCE – Wichita, KS 08/07 – 07/11
Claims Supervisor for Managed Repair, Network Manager
• Provided staff management, training, and created performance evaluations of 15 Managed Repair Representatives.
• Led team through total loss handling process changes, in addition to managing QA activities and coaching personnel.
• Created training materials, successfully implemented, and directed the migration of a corporate drive-in estimating process to incorporate new managed repair facilities.
• Conducted needs analysis and consulted with auto shop management teams to ensure proper facility space and training delivery of the new drive-in estimating initiative. The business concept increased claims adjudication operations, customer service levels, employee productivity rates, and provided cost savings on lost adjustment expenses.
• Recruited and hired five Progressive network body shops which provided business development, territory expansion, reduced repair cycle times, and improved client satisfaction. Additional roles included conducting new hire orientation and employee training at the new locations.
• Evaluated body shop and staff performance trends and generated Key Performance Metrics reports.
• Collaborated with internal teams to assist with property damage claims and provided statewide supervisory training, which increased estimator knowledge and employee productivity.
• Analyzed operations and provided recommendations to management teams regarding employee repair shop referrals.
• Increased staff performance by evaluating Claims Representative estimate quality throughout Kansas (completed 100) assessments.
PROGRESSIVE INSURANCE – Richardson, TX 05/03 – 02/06
Network Team Leader, Network Manager
• Directed the Dallas Progressive Insurance Property Damage Network to provide accurate estimates, deliver outstanding customer service, decrease repair cycle time, and provide quality collision repairs.
• Trained external staff and appointed two local body shops to the Progressive Insurance preferred program.
• Managed a team of three remote Network Representatives to exceed performance expectations in estimate accuracy, customer service, and repair management.
• Excellent employee supervision and organizational leadership resulted in three successful internal audits.
• Led quality assurance activities of staff Estimators and developed eight Claims Representatives into successful Network Representatives.
PROGRESSIVE INSURANCE – Overland Park, KS 05/00 – 05/03
Outside Claims Representative, Network Representative, Network Team Leader
• Completed quality assurance reviews of Claims Representatives across the state.
• Provided service recovery and remediation to ensure superior customer satisfaction levels.
• Coached associates, created core curriculum, and developed process flow documents for Network Representatives and repair shops.
• Led weekly meetings with internal staff to discuss workflow, repair shop concerns, and personnel issues.
• Developed the first dedicated Network Representatives in Kansas.
• Selected as the first Network Team Leader in the State of Kansas to manage repair timelines and client approval scores.
PROGRESSIVE INSURANCE – Rochester, NY 03/96 – 05/00
Claims Representative
• Managed, processed, and closed hundreds of auto claims a year.
• Investigated coverage, liability, damages, and injuries resulting from automobile and motorcycle accidents.
• Settled attorney represented and non-represented bodily injury claims up to $15,000 in general damages.
• Collaborated with a team to answer customer inquiries and assist with department claims.
• Completed corporate training in coverage, liability, and property damage assessments.
EDUCATION AND TRAINING
• B.S., Business Administration, Specialization: Management; Elmira College, Elmira, NY 1993
GPA: 3.87; Presidential Scholar; Dean’s List, all semesters
• Completed 20 training programs, Progressive Insurance, 1996 - 2014
• Specialized training in Requirements Analysis, Agile Software Development, Advanced Estimatics, Casualty I and II, Motorcycle Estimating, Theft Estimating, Getting Things Done, Writing for Action, Presenting for Action, Essential Facilitation, Crucial Conversations, and Diversity and Inclusion
LICENSURES
• Licensed Auto Claims Adjuster, State of Texas, 2003 – 2007
• Licensed Worker’s Compensation Adjuster, State of Texas, 2003 – 2007
• Licensed Auto and Theft Adjuster, State of New York, 1996 – 2000
COMPUTER SKILLS
• Proficient utilizing MS Office Suite, Visio, FreeMind, WordPress, Mitchell WorkCenter, Mitchell Estimating, CCC Pathways, Lotus Notes, SharePoint, and Evernote software.
• Basic knowledge of HTML and CSS
HONORS AND AWARDS
• Progressive Insurance Customer Service Star Award, Kansas Property Damage Network, 2008
• Certified Toastmaster, Toastmaster International, 2005
