Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Timeline
Generic

Jason Kiley

Lasalle

Summary

Hands-on individual boasting a career spent helping grow teams in fast-paced environments. Skilled in coaching individuals for both performance improvements and career growth opportunities, I believe in investing my time in others to help them achieve their full potential, which allows the team to participate in achieving the companies goals.

Overview

21
21
years of professional experience

Work History

Director of Claims

Auto Shield Canada
06.2022 - Current
  • Responsible for all claims processing, payments, and reporting
  • Provide coaching to Claims Manager and adjusting staff for performance and career pathing
  • Part of the product development team in charge of building and releasing new products and enhancing existing products
  • Member of the team involved in bringing our products in line with B.C and A.B provinces as they are now considered Insurance products.
  • Responsible for multiple projects, such as implementing ticketing system, creating and enhancing Telephony IVR systems, and building Claims Automation module.
  • Train and coach all adjusting team on procedures and processes.
  • Build training content for Claims Team.
  • Ensure smooth functioning of the day to day operations.
  • Build strategic frameworks for the department needs.
  • Lead on various projects.
  • Walk the floor answering any adjuster inquiries.
  • Promote personal and professional growth of all employees.

Claims Team Lead

LGM Financial Services Inc
10.2019 - 06.2021
  • Responsible for a team of 11 Claims adjusters.
  • Directed monthly coaching sessions to enhance productivity and offer career pathing.
  • Ensure Daily/Weekly/Monthly KPI's are met.
  • Assist in taking claims calls to assist team during busy months.
  • Attend various project meetings to assist in strategic development of the department.
  • Assist work force management with scheduling and daily absences.

Technical Advisor

LGM Financial Services Inc
05.2018 - 10.2019
  • Train and coach all adjusting team on procedures and processes.
  • Build training content for Claims Team.
  • Ensure smooth functioning of the day to day operations.
  • Build strategic frameworks for the department needs.
  • Lead on various projects.
  • Walk the floor answering any adjuster inquiries.
  • Promote personal and professional growth of all employees.

Claims Manager

LGM Financial Services Inc
05.2015 - 05.2018
  • Responsible for 22 people in the Claims department.
  • Provide monthly coaching sessions for all adjusters.
  • Responsible for Settlement Department.
  • Ensure call center met its KPI's.
  • Ensure smooth operation of the call center.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Recruited and hired qualified candidates to fill open positions.

Senior Claims Adjuster

LGM Financial Services Inc
02.2014 - 05.2015
  • Responsible for hiring of new adjusters.
  • Handled the most complex claims.
  • Highest autonomy in the department to manage complex claims.

Claims Adjuster

LGM Financial Services Inc
08.2008 - 02.2014
  • Responsible for claims adjudication.
  • Handled multiple files at the same time.
  • Delivered excellent customer service.
  • Assisted in creating multiple new projects.
  • Constantly improved business processes.

Automotive Technician

LaSalle Suzuki
01.2004 - 08.2008
  • Completed repairs and maintenance to major vehicle models to meet safety specifications.
  • Performed minor maintenance services, including gasket replacements, coolant flushes and tune-ups.
  • Evaluated, repaired and aligned vehicle suspensions.

Education

D.E.C - Social Sciences

Vanier College
Ville St. Laurent, Québec

Leadership And Coaching - Leadership

The Refinery

Automotive Technician Certification - Automotive Technician

Nova Career Center
Chateauguay, Quebec
08-2004

Skills

  • Documentation skills
  • Insurance terminology
  • Computer skills
  • Resolving customer escalations
  • Skilled in negotiations
  • Strong believer in Service Excellence
  • Strong leadership abilities
  • Team building

Languages

English: Full Professional
Native or Bilingual
French: Professional
Native or Bilingual

Accomplishments

  • Led team to achieve our highest ever customer satisfaction ratings for 3 years in a row with our ratings above 95% for Meeting and Exceeding external customer expectations, earning recognition from upper management.
  • Built our claims team from 8 adjusters to 24 adjusters while always ensuring our customer service standards were achieved and improved upon.
  • Held monthly coaching sessions with each individual adjuster to review monthly performance and to discuss career options for potential advancement. Very proud of the fact that many of my employees moved on to other roles within the organization.
  • Assisted in creating a new Technical advisor role within the claims department to assist all adjusters with the most complex claims.
  • All teams led held highest level of motivation and job satisfaction compared to any other internal teams.
  • Created Claims automation programs and skilled in optimization leading to exceptional customer service experiences.

Timeline

Director of Claims

Auto Shield Canada
06.2022 - Current

Claims Team Lead

LGM Financial Services Inc
10.2019 - 06.2021

Technical Advisor

LGM Financial Services Inc
05.2018 - 10.2019

Claims Manager

LGM Financial Services Inc
05.2015 - 05.2018

Senior Claims Adjuster

LGM Financial Services Inc
02.2014 - 05.2015

Claims Adjuster

LGM Financial Services Inc
08.2008 - 02.2014

Automotive Technician

LaSalle Suzuki
01.2004 - 08.2008

Leadership And Coaching - Leadership

The Refinery

D.E.C - Social Sciences

Vanier College

Automotive Technician Certification - Automotive Technician

Nova Career Center

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Jason Kiley