ADAM WILLIAMS

Austin, Texas 78721

(m) 512-516-2363 awhiskey@gmail.com

CUSTOMER SERVICE COST MANAGEMENT PROCESS DESIGN & IMPROVEMENT

Creative problem-solver adept at consistently achieving superior quality results within stringent
timeframes in fast-paced operations. Solid experience delivering exceptional levels of customer service
in a variety of professional environments. Effective verbal and written communicator skilled in online and
face-to-face research, analysis, documentation, and reporting. A team player with the ability to think
strategically, act tactically, and utilize well-developed analytical approaches to find cost-effective solutions.

CORE COMPETENCIES
Customer Service
Negotiation
Cost Management/Reduction Process Design/Redesign
Quality Assurance
Communication

Project Management
Mentoring/Training
Investigation/Analysis

SELECT CAREER HIGHLIGHTS

Analyzed, modified, and tested pilot liability program that improved company efficiency by streamlining
claim assignment and processing, became standard operating procedure for entire liability department
company wide.
Mentored and trained new hire employees; ensured their development, competency, job readiness, and
release to the field.
Demonstrated a 2x return on investment (ROI) for a volunteer project that raised money for victims of
Hurricane Katrina.

PROFESSIONAL EXPERIENCE
Farmers Insurance Group, Austin, Texas 2009-2012
Sr. APD Claims Representative
Investigate, confirm coverage, establish damages, report status, and negotiate settlement of claims.
Inspect damaged property/vehicles and determine claims related damage while estimating the repair
cost or replacement of damaged or stolen property/vehicles. Coordinate repairs and negotiate costs with
repair facilities. Lead internal team meetings to ensure completion of weekly team tasks and goals while
developing new methods that enhance current processes and improve team productivity. Maintain direct
personal contact with key stakeholders including policyholders, claimants, agents, witnesses, repair
facilities, contractors, police and fire departments, special investigators, and attorneys.
Notable Accomplishments
Mentored and trained 4 new hire employees, certified them for company field operations.
Co-championed pilot program that streamlined claim assignment and processing that improved efficiency
and reduced costs.
Attended education course for Farmers Home Office Structural School; scored in 95th percentile.
Selected to attend and complete additional development training in i-CAR courses.
Assisted National Auto Response Team with large loss catastrophes.

Farmers Insurance Group, Austin, Texas 2006-2009

Sr. Liability Claims Representative
Adjusted small and large/complex losses in their entirety while being responsible for completing all
procedural requirements. Maintained quality control of large claims inventory ranging from 60-100.
Assisted with the handling of authority requests during the absence of the supervisor or specialty
manager.
Notable Accomplishments
Recipient of Superior Customer Service Award for outstanding customer service.
Selected as one of only a few employees asked to cross-train over into secondary department to further
knowledge and value to company.
Was key part in pilot program that was tested in Austin. Provided feedback for changes and eventually the
program was accepted and tested in other states. The process is now instituted at a company wide level.
Ace Relocation Systems, Kyle, Texas 2005-2006
Warehouse Assistant
Managed and cataloged inventory from JC Penny, then coordinated the delivery of that inventory to the
customer with value of over $50K per week. Oversaw pick up, delivery and cataloging of personal items
from customer residence for in and out of state moves. Loading and unloading of customer personal
effects to ensure quality control. Served as a first-point contact for resolving current client concerns and
issues.
EDUCATION
Bachelor of Business Administration ~ Management
Texas State University, San Marcos, Texas
PROFESSIONAL DEVELOPMENT & ASSOCIATIONS
Vehicle Frame/Structural School Graduate, Farmers Insurance Group