Connor Gilbert
Elgin,IL
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.
Overview
10
10
years of professional experience
Work History
Team Leader - Referral Specialists
Ally Financial
06.2023 - Current
- Directly managed a team of 10 direct reports responsible for claim authorization and payment processes for a set group of dealerships.
- Drove team efficiency to achieve an average of 88% of authorization referrals within 2 hours and 98% of payments within 72 hours, exceeding service level targets.
- Trained 4 new hires to the team.
- Maintained 100% business continuity by managing and assigning work queue coverage during all forms of employee leave and dealer visits.
- Authored and maintained comprehensive desktop procedures for both the partner dealer claim referrals process and labor rate increase request process, establishing standardized best practices across the department.
- Managed the partner dealer labor rate increase request process answering all requests within a 30 day window. Trained 3 employees on this process.
- Created and managed the end-to-end partner dealership onboarding and offboarding process, ensuring smooth transitions and clear policies for all new and departing dealers.
- Proposed and led the claim dispatch and alternate assignment project for Fixed Operations teams, successfully streamlining claim authorization during catastrophic loss seasons and resulting in faster authorizations and greater claim savings.
Team Coordinator - Claim Payer Specialists
Ally Financial
09.2022 - 06.2023
- Monitored and optimized team structure and work assignments across six work queues to align with daily business needs, with a high focus on productivity, accurate payments, and loss control.
- Led the performance feedback cycle by compiling and analyzing weekly and monthly employee productivity statistics and quality scores to coach and develop staff, fostering a more efficient work environment.
- Served as the primary liaison for the roadside service provider, successfully decreasing required action items on monthly invoices and managing customer complaints, improving vendor efficiency and reducing administrative overhead.
Adjuster Phone Team Representative
Ally Financial
09.2020 - 09.2022
- Responsibilities include responding to incoming correspondence from field adjusters, field inspectors, and management; also adjudicating high dollar claims, high risk claims, major assembly (engine, transmission, etc...) claims, or any claim where a denial may apply.
- This role maintains a high focus on loss control and documentation of decisions made. This includes a high level of knowledge on all automotive systems, diagnostic practices, and automotive business practice.
Mechanical Claims Specialist
Ally Financial
10.2019 - 09.2020
- Responsibilities include responding to incoming correspondence from all customers, repair facilities, selling dealerships, and lien-holders; primarily in the area of adjudicating claims and properly paying what is fair and reasonable based off published labor guides and parts pricing while maintaining a loss control mindset.
- This includes an intermediate or higher level of knowledge on all automotive systems and diagnostic practices.
Automotive Technician
Kehoe Automotive
09.2018 - 10.2019
- Responsibilities include correspondence with management on what repairs are necessary and then performing all repairs on cars and light trucks, including intermediate to high level diagnostic on all vehicle systems.
Automotive Technician
Hopkins Ford
12.2015 - 09.2018
- Responsibilities include performing all manufacturer recommended maintenance and needed repairs with an understanding in engine diagnostic and repair, also electrical diagnostic and repair.
- Experienced with diesel maintenance and light diesel repair, also with forced induction and high performance building, repair, and maintenance.
Automotive Technician Apprentice
AAC Auto Care
06.2015 - 12.2015
- Responsibilities include performing all maintenance on cars and light trucks, also assisting the shop foreman with repairs.
Education
High School Diploma -
Schaumburg Christian School
Schaumburg, IL05.2013
Skills
- Microsoft Excel
- Microsoft Word
- Microsoft Outlook
- Analysis skills
- Organizational skills
- Problem-solving
- Teamwork and collaboration
- Work Planning and Prioritization
Timeline
Team Leader - Referral Specialists
Ally Financial
06.2023 - Current
Team Coordinator - Claim Payer Specialists
Ally Financial
09.2022 - 06.2023
Adjuster Phone Team Representative
Ally Financial
09.2020 - 09.2022
Mechanical Claims Specialist
Ally Financial
10.2019 - 09.2020
Automotive Technician
Kehoe Automotive
09.2018 - 10.2019
Automotive Technician
Hopkins Ford
12.2015 - 09.2018
Automotive Technician Apprentice
AAC Auto Care
06.2015 - 12.2015
High School Diploma -
Schaumburg Christian School