Gerardo Defendini

Gerardo Defendini

Work History

Work History

Insurance Claims Supervisor

GRANADA INSURANCE COMPANY
Investigated, evaluated and settled claims, applying technical knowledge and human relations skills to effect fair and prompt disposal of cases and to contribute to a reduced loss ratio, Adjusted reserves to ensure that reserve activities are consistent, with State and Corporate policies, Resolved complex, severe exposure claims, using high service oriented file handling Paid and processed claims within designated authority level,Examined claims investigated by insurance adjusters, further investigated questionable claims to determine whether to authorize payments, Conferred with legal counsel on claims requiring litigation
Oct 2007 - Present

Employment Service Representative II, AWI

AGENCY FOR WORKFORCE INNOVATION, WORK FORCE 1
Pioneered the Recruiter position, now used nationwide, Responsible for monitoring and achieving performances associated employers and jobseekers at the center. Analyzed statistical data to discover and implement best practices and processes for achieving performance goals. Participated in local, regional and State Task Forces committees designed to improve the delivery of Workforce Services. Accountable for creating and reviewing reports,Searched, reported and implemented new tools and procedures in order to secure results,  Counseled and provided training,resources and tools to customers, employers and co- workers, Established  rapport with employers and job seekers.
Sep 2003 - Sep 2007

Customer Service Supervisor

FAIRFIELD RESORTS
Responsible for the training / re-training of up to 16 sales professional customer service agents on service and sales. Implemented over 11 tools and procedures in order to achieve better sales and service results, Increased team's revenue by 75%, Monitored calls to optimize proper customer service and sales, Corresponded with upper management, Traveled out of State, when needed, in order to attend additional training and workshops as established by the Company and communicated what was learned to employees, Monitored attendance, managed disciplinary action, 
Sep 2001 - Aug 2003

Office Manager

SILVERMAN CHIROPRACTIC NETWORK

Created and managed Billing and patient services department, Responsible for the supervision of all personnell, administrative services, billing, or customer service to ensure adherence to quality standards, Handled deadlines, licenses and proper procedures, correcting errors or problems, Provided employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes, Implemented policies, procedures, and service standards, Discussed job performance problems with employees to identify,causes and issues and to work on resolving problems,Trained and instructed employees in job duties and company policies,Evaluated employees' job performance and conformance to State and Company regulations,recommend appropriate personnel action, Handled all marketing material written, radio and television commercials and infomercials, Recruited, interviewed, and selected employees, HIPAA office representative

Education

Education
Jan 1978 - Dec 1980

B.A.

Freed Hardeman College

Skills

Skills

Counseling / Customer service/Computer

Tri-Lingual (English - Spanish - Portuguese) professional with over 20 years of combined supervisory, administrative, human resources, financial budgeting, training, counseling and customer service experience in private and government sectors. Proven team player, with the ability to function effectively in fast-paced settings. able to work with diverse populations and environments. Analytical and Resourceful, mission-minded and eager to apply new skills/knowledge. Capable oral & written communication skills,   Organizing & Prioritizing Tasks Monitoring, Developing, Coordinating & Implementing Processes for Programs Performance Record keeping, Policy and Procedures File Maintenance, Facilitation Public speaking Problem Solving, Time Management, Community Relations, Human Resources and Financial Management Superior knowledge of  Microsoft Word, Excel, Outlook, Internet,  PowerPoint, Internet Search  Engines, Basic computer programming, Basic website design and management, Marketing tools,  Networking Quality control, 

Certifications

Certifications

Operations Management

Alison Institute

Internet Technology

D.W. Institute

Case Management

D.W. Institute

Networking

H.P.Institute

Advanced Internet

H.P. Institute

Web Design

H.P. Institute

Computer Programming

H.P. Institute

Certified Customer Service Professional

D.W. Institute

Customer Service Excellence

Latitude U

Communications

Latitude U
May 1980 - Present

Certified Office Manager

Freed Hardeman College
Mar 2008

Certified Office Manager

D.W. Institute