DeJuan Williams is seeking a challenging position in insurance and finance utilizing his 18 years of claims handling experience. He has held several leadership roles at American Family Insurance since 2005, most recently as Branch Physical Damage Claim Manager since 2011 where he is responsible for executing strategic direction for claims and providing leadership. He aims to coach and mentor employees to promote excellence in customer service.

1. DeJuan Williams
2550 East Saratoga Street
Gilbert, AZ 85296
(614) 579-6823
E-mail: dwillia2@amfam.com
Objective
To obtain a challenging position in the insurance and finance industry with a strong, established company
which will allow me to utilize and further strengthen my leadership, communication, negotiations, and
strategic thinking skills.
Qualifications
 18 years claims handling experience
 Strong verbal and written communication skills
 Self-motivated and goal oriented
 Strong Networking and partnering skills
Professional Experience
American Family Insurance, Phoenix, AZ November 2011-present
Branch Physical Damage Claim Manager
 Responsible for the execution of the strategic direction for claims.
 Provides leadership direction to achieve efficient moderate to highly complex physical damage
claims including the Certified Repair Program.
 Front line liaison with sales management and independent sales agents.
 Facilitates continuous development of people, processes and culture to ensure best in class
customer service.
 Coaches and mentors CRP, Support Services and Physical Damage Managers to promote a
culture of excellence.
 Operating within budget.
American Family Insurance, Phoenix, AZ January 2010- November 2011
Branch Auto Claim Manager
 Responsible for the execution of the strategic direction for the Phoenix Auto claim Branch.
 Provides leadership direction to achieve efficient claim handling for moderately to highly complex
physical damage and Casualty claims, including those that may utilize the Customer Repair
Program.
 Acts as front line liaison with sales management and independent sales agents.
 Facilitates continuous development of people, processes and culture to ensure customer service
industry leadership.
 Establishes and fosters positive relationships with sales force to provide seamless claim service.
 Coaches and mentors Casualty and Physical Damage Managers to promote a culture of
excellence
 Operating within budget.
American Family Insurance, Peoria, IL April 2009-January 2010
Branch Auto Claim Manager
 Responsible for the execution of the strategic direction for the Peoria Auto claim Branch.
 Provides leadership direction to achieve efficient claim handling for moderately to highly complex
physical damage claims, including those that may utilize the Customer Repair Program.
 Acts as front line liaison with sales management and independent sales agents.
 Facilitates continuous development of people, processes and culture to ensure customer service
industry leadership.
 Establishes and fosters positive relationships with sales force to provide seamless claim service.

2.  Coaches and mentors Physical Damage Managers to promote a culture of excellence.
 Operating within budget.
American Family Insurance, Schaumburg, IL October 2008-April 2009
Branch Auto Claim Manager
 Responsible for the execution of the strategic direction for the Schaumburg Auto claim Branch.
 Provides leadership direction to achieve efficient claim handling for moderately to highly complex
physical damage and Casualty claims, including those that may utilize the Customer Repair
Program.
 Acts as front line liaison with sales management and independent sales agents.
 Facilitates continuous development of people, processes and culture to ensure customer service
industry leadership.
 Establishes and fosters positive relationships with sales force to provide seamless claim service.
 Coaches and mentors Casualty and Physical Damage Managers to promote a culture of
excellence.
 Operating within budget.
American Family Insurance, Westerville, Oh April 2008- October 2008
Regional Claim Administrator
 Supported the Claim division goal of ensuring customer service industry leadership.
 Partner with Agency to deliver seamless claim service.
 Worked with Regional Claim staff, corporate staff and the claims offices to formulate designated
projects and objectives, resolved complex claims.
 Worked as a top level contributor to the Regional Claim Manager providing technical guidance on
specialized phases of the claim operation.
American Family Insurance, Indianapolis, Indiana September 2007- April 2008
Customer Repair Program Field Manager
 Provided leadership and management direction to achieve efficient physical damage claim
handling and quality customer service.
 Developed the skills of individuals and motivating them to perform at their maximum ability.
 Directed and supervised individuals and unit operations to comply with established company
standards and procedures.
 Exhibited effective interpersonal skills and diplomacy in all communications with customers,
employees, agents, and the public.
 Responsible for the development, operation, and maintenance of facilities such as the drive-in
and Vehicle Inspection Center.
American Family Insurance, Indianapolis, Indiana August 2005- September 2007
Physical Damage Claims Manager
 Provided leadership and management direction to achieve efficient physical damage claim
handling and quality customer service.
 Developed the skills of individuals and motivating them to perform at their maximum ability.
 Directed and supervised individuals and unit operations to comply with established company
standards and procedures.
 Exhibited effective interpersonal skills and diplomacy in all communications with customers,
employees, agents, and the public.
 Responsible for the development, operation, and maintenance of facilities such as the drive-in
and Vehicle Inspection Center.
American Family Insurance, Westerville, Ohio March 2005-August 2005
Physical Damage Claims Specialist
 Review and distribution of daily assignments for unit
 Train new and existing employees

3.  Audit files for adherence to company guidelines
 Review processes and identify opportunities to improve efficiency
 Provide resolutions for customers seeking management involvement
American Family Insurance, Eden Prairie, MN November 2003-March 2005
Physical Damage Claims Specialist
 Managed physical damage unit in the Managers absence.
 Conducted performance reviews with staff.
 Participated in the interview process for prospective physical damage employees
American Family Insurance, Columbus, Ohio January 1998-October 2005
Physical Damage Analyst
 Trained new inside and outside physical damage adjusters
 Handled complex physical damage claims as a field representative
Wood County Board of MR/DD, Bowling Green, Ohio January 1995-December 1997
Residential assistant
 Managed eight residence of the Restle group home.
 Trained new residential aids.
Education
Bowling Green State University, Bowling Green, Ohio (December 1997)
Bachelor of Science in Biology
References Available Upon Request