8/14/2019 Steven Keys - Resume

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Steven Keys3165 Nansemond Loop • Virginia Beach, VA 23456

757-689-8159 • sandz7@cox.net 

Objective

To obtain a management position that utilizes my experience overseeing staff, administering budgets, and meetingor exceeding department goals.

Qualifications

Accomplished senior management professional with solid track record of success leading high-performance teams toachieve corporate objectives, resulting in promotions to positions of increased responsibility. Instrumental indeveloping and implementing customized personnel training programs that enable the organization to meet or exceed performance metrics. Experience mentoring, training, and managing staffs of 150+ while administering budgets of up to $6 million. Skilled at implementing new programs, improving customer satisfaction, and reducingemployee turnover.

Experience

Geico Insurance, Virginia Beach, VA

Customer Service Manager ● 2006-2008

• Reporting directly to Assistant VP of Claims, managed 17 Supervisors and 140 Customer Service Associates

while administering $6 million budget.

• Provided direct management of call center where all first reports of loss were taken, handling 13,000 calls per mo

• Ensured best practices were followed and achieved proper service level by mentoring and training staff.

Key Accomplishments:

• Led implementation of new customer service procedures to ensure delivery of A-level customer service.

• Drove efforts to boost customer satisfaction ratings from 72% to 95% within 1 year by training every staff member on new customer service procedures.

• Exceeded file closure goal and met call volume goal.

• Reduced personnel turnover rate from 37% to 20% by hosting “Associate Appreciation” days and cultivating a pleasurable work atmosphere.

Claims Training Manager ● 2004-2006• Reporting directly to the Assistant Vice President, supervised 8 Claims Trainers and administered a $350,000

 budget.

• Oversaw 150+ training programs annually and personally conducted several training classes per month.

• Ensured training material was in compliance with company standards.

Key Accomplishments:

• Ensured 97% of staff met or exceeded the continuing education class requirements necessary to maintainlicensing requirements.

• Implemented and trained 100% of Claims Staff on new Claims Loss Reporting System prior to its deployment.

• Achieved 98% pass ratio for all new hires entering the claims department prior to placement on the telephones.

Continuing Unit Manager ● 2000-2004

• Supervised 6 Continuing Unit personnel and administered $3 million budget.

• Managed serious pending case files including claims in litigation, death claims, and claims encompassing lossof limbs or fatal injuries.

• Partnered with examiners and internal & external counsel to develop amenable case resolutions.

Key Accomplishments:

• Maintained a below industry standard average loss payment of $24,000.

Telephone Adjusting Supervisor ● 1998-2000

• Supervised 6 Telephone Adjusters and administered a $1 million budget.

• Managed 800-1,000 small injury claims of soft tissue nature annually.

• Mentored, trained, and evaluated performance of personnel and awarded merit increases.

Selected Accomplishments

• Promoted into role, meeting or exceeding key performance metrics.

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• Established mentor program for experienced claim adjusters to enable them to advance within the organization.

Steven Keys Page 2 

Telephone Claims Representative Supervisor ● 1996-1998

• Supervised, trained, and developed 7 Claims Representatives and administered a $2 million budget.

• Managed 750-850 annual medical claims regarding motor vehicle accidents.

Selected Accomplishments

• Oversaw this new unit of the company, developing customized training programs for each staff member, noneof whom had previous experience.

• Met with each staff member weekly to mentor them, resulting in the group consistently exceeding metrics for file closure ratio and customer service.

Training & SkillsBusiness Management TrainingHuman Resource (People Soft)Human Resource Training ClassesArbitration Forms

Casualty Claims Law Associate (CCLA) DesignationWord, Excel

Education

Kappa Alpha Psi FraternityBachelor of Science in Criminal JusticeShippensburg University, Shippensburg, PA