This document is a resume for Joseph A. Ross detailing his experience in vehicle service contract claims management. It summarizes that he has over 15 years of experience in the vehicle service contract industry, currently serving as Director of Claims for National Auto Care Corp where he oversees strategic planning and continuous improvement of customer service. Previously he was a Claims Adjuster and Manager for other companies in the industry.

1. Joseph A. Ross
1332 Carlyle Drive  Reynoldsburg, OH 43068  (614) 425-4714  jdad22065@sbcglobal.net
Profile DIRECTOR OF CLAIMS – VEHICLE SERVICE CONTRACTS
Dedicated professional with more than 15 years of experience in the Vehicle Service
Contract Industry. Excel in analyzing damages/causes, interpreting policies and
negotiating payment solutions. Take pride in providing exemplary customer service.
Key Skills  Claims Negotiating & Resolution
 Agent Relations Management
 Budget Preparation
 Evaluation of Claims Validity
 Claims Reports & Documentation
 Policy Interpretation
 Confidential Records Management
 Employee Training & Development
Experience National Auto Care Corp – Westerville, OH
Director of Claims, 5/04 to present
Responsible for the strategic planning and execution of all Call Center operations. Core
duties include management and leadership of processes for the continuous improvement
of the customer experience. Tactical emphasis is on customer care, quality management,
workforce planning, recruiting, coaching and training. Performance metrics include call
efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable
turnover, and financial performance. A commitment to excellence is demonstrated
through continuous staff development programs enhancing employee engagement,
service, knowledge, skills, and morale.
Analyze high dollar claims (over $3K) to ensure proper adjudication. Oversee customer
issues by responding to state and local agencies, attorneys, agents, dealers, and
customers to ensure effective and long-term problem resolution. Manage relationships
with agents, parts vendors, and inspection companies. Visit agents and dealers as
needed to review service levels and training on claims procedures.
National Auto Care Corp – Westerville, OH
Claims Adjuster, 10/00 to 5/04
Properly adjudicated claims per terms of the contract and verified parts and labor cost
were within established guidelines. Approved or denied claims, and investigated as
required. Reported findings to the Claims Manager when needed. Handled an average of
750 calls per month as volume allowed. Established an average of 350 claims per month
as volume allowed.
Precision Tune Auto Care – Reynoldsburg, OH
Manager, 5/98 to 08/00
Education Bachelor of Arts, Major in Education, 5/90  WLU – West Liberty, WV
Computers Microsoft Word, Outlook, Excel