Alan Canada Resume
- 1. ALAN CANADA 4132 Briarcreek Drive Keller TX 76244 (817) 987-7811 alan33canada@yahoo.com SUMMARY OF QUALIFICATIONS Qualified Management Professional with over 20 years insurance industry experience and ability to manage employees, budgets, and projects and implement workplace changes to improve time, efficiency, and overall operations. Provides health and dental policy administration, claims support, supply channels, and mail center direction. Establishes workflow, procedures, and audits to improve multidepartment operations, consulting with managers, staff, and vendors to restructure problem areas. Lowers operation costs, tracking and reducing manpower, supply costs, backlogs, duplicate job procedures, irrelevant guidelines, and postage rates. Proficient in use of Word, Excel, Windows, Rims, Claimplex, Automated Workflow Distributor, Lifecom, and PMSC. PROFESSIONAL EXPERIENCE State National Companies 2006 Present Document Processing Supervisor Supervise up to 30 data entry reps that are responsible for inputting insurance policy information to over 500 accounts Maintain daily workflow of all incoming mail to ensure the department standards of 99% are being achieved Perform coaching sessions with all reps Document and present annual reviews Maintain weekly statistical reports for production and quality Prepare monthly power point presentation for department staff meetings Document and distribute procedure and workflow changes Assist in user acceptance testing for system enhancements Assisted in the development of our quality assurance program Pilot Catastrophic Services 2005 - 2006 Insurance Adjuster Team Leader for group of 12 at a Mobile Response Unit. Assisted customers with filing homeowner claims. Assisted Agents with customer inquiries. Transamerica Life Insurance Company /Aegon Corporation, Bedford, Texas 2003-2005 Quality Analyst/Auditor Customer Service Perform audits on 100% of work processed by Customer Service Analyst within an image workflow.
- 2. Perform random telephone audits of the Customer Service Analyst. Prepare daily, weekly and monthly backlog and production reports. Assist management with supervising the department in the event of their absence. Life Investors Insurance Company of America /Aegon Corporation, Hurst, Texas 1990-2003 Manager, Claims Support and Administration 1998-2003 Managed up to 30 personnel, providing policyholder administration and claims, supply, and mail center support and processing up to 1,500 units of claims mail daily. Coordinated training with supervisors, scheduling large groups and keeping supervisors informed of procedure changes. Implemented Claimplex imaging system as team member, receiving vendor training, instructing department staff, and revamping vendors methods to coincide with department operations. Set up new workflow, identifying concern areas, collaborating with claims manager, relieving backlogs, streamlining procedures into five-day cycle, and improving production. Initiated auditing program and production standards, developing data-entry guidelines for organized, quality service. Prepared budgets for claims support and mail center, tracking and reducing manpower, supply costs, and postage rates; meeting with managers and vendors; and identifying operation shortfalls. Served on office relocation team, consulting with development unit, arranging purchase and transportation of furniture, turning on utilities, and closing and opening buildings. Transitioned Document Management Department from Little Rock division, completing training on imaging system, modifying operation guidelines for Hurst environment, and relocating department. Arranged, scanned, and indexed in- and out-going correspondence on Automated Workflow Distributor image system, ensuring correct distribution order, indexes, and documentation codes. Generated weekly/monthly reports, including backlog, production, and dept. status. Maintained facilities, coordinating with property manager for plumbing, electrical, and HVAC repair; janitorial and landscaping services; and posting severe weather and fire guidelines. Supervisor, Claims Support 1997-1998 Supervised 12-member staff, ensuring timely and accurate keying of health/dental claims. Made changes to workflow, eliminating one image system data feeding method to save time, increase production, and exceed weekly production goals. Shared human resources responsibilities with vice president, consulting with main office, placing newspaper advertisements, conducting interviews, and hiring employees. Maintained personnel files, documenting new hire data, awards, and disciplinary actions; ensuring employee confidentiality; conducting orientations; and counseling employees. Supervisor, Administration 1994-1997
- 3. Supervised 10-member staff and answered telephone inquiries from clients, agents, and providers about policy types and increases and decreases in benefits and premiums. Entered policy changes, inputting electronic data and mailing documents for signatures. Shared in department transition from Cedar Rapids, Iowa, learning procedures, business, and systems; setting guidelines and procedures; and developing staff. Formulated statistical reports on call volume and administrative production, accessing electronic phone log for daily call time per line and surpassing 90% time service factor. Senior Customer Service Representative 1992-1994 Handled up to 75 escalated calls daily from customer service representatives, soothing disgruntled clients, explaining policy changes, and supplying additional information. Acted as team leader, monitoring operations and maintaining system training and call volumes. Customer Service Representative 1990-1992 Responded to large volume of calls from customers and agents regarding health insurance policies. EDUCATION Diploma, Haltom High School, Haltom City, Texas 1990