MARK KNOUSE

Address: San Antonio, Texas 78259 Phone: 210-264-5237 E-mail: mdkn ouse@att.net www.linkedin.com/in/markknouse1

INSURANCE CLAIMS MANAGER

Highly motivated, organized, and customer-focused professional with progressive experience and in -depth knowledge in automobile da mageability, personal injury, and casualty losses. Excel in leading, developing, and motivating tea ms to deliver the high est quality and integrity of projects and services. Leverage impeccable business negotiation skills, presentation abilities, and interpersonal relations techniques to achieve optimal results. Demonstrate stron g skills in providing quality, cost-efficient claims managemen t and technical direction to company claim adjusters; as well as in providing superior customer service to agents, policyholders, and claimants. Additional qualifications incl ude: In depth understanding of claims management techniques, processes, and fiscal systems Strong ability to prioritize, analyze, define, resolve, and apply good judgment and decision-making skills Solid working knowledge of con tract law, loss prevention, and claims managemen t philosophies Proficiency in reading, assessing, and understanding insurance policies, claims d ocuments, and contracts Savvy in CMS, Avaya, and Verint Phone Systems, along with Microsoft Office (Word, Excel, and Outlook)

PROFESSIONAL EXPERIENCE UNITED SERVICES AUTOMOBILE ASSOCIATION (USAA) San Antonio, TX 1991 Present Claims Call Center Manager 2001 2013 Employed exceptional leadership, organizational, and interpersonal communication skills in serving as noninjury claims manager for all of the North east Region and Central Region states; and took charge of managing workflow, handling administrative matters, evaluating performance, and directing and supporting changes to maintain and improve customer contact effectiveness and efficiency Capitalized on industry expertise in delivering management support and leveraged technical expertise to frontline personnel durin g customer contact periods Demonstrated expertise in Avaya, CMS, and Verint Systems

Career Highlight: Led efforts in achieving a closing ratio exceeding 100% each year, as well as in boosting Direct Repair Shop utilization from 35% to 65% in five years Casualty Field Claims Manager 1997 2001

Applied best management practices in administering managerial and technical claims duties for a field unit of casualty adjusters throughout the states of Massachusetts, Rhode Island, Connecticut, New Ha mpshire, Vermont, and Maine Imparted knowledge on the investigation, evaluation, negotiation, and conferencing of complex and litigated claim files as the liaison and facilitator between home office employees and the field adjusters

Career Highlight: Regularly traveled to the field territory to mentor and coach staff, as well as to obtain recent case law from defense attorn eys and hire the placemen t claims adjusters Integrated B odily Injury Manager 1994 1997

Provided continuous leadership and guidance to Pennsylvania integrated claims unit consisting of 12 claims representa tives, bodily injury adjusters, and examiners Organized and facilitated technical training on injury diagnosis, medical concepts, legal doctrine, automobile damageability, litigation management, and expense con trol

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MARK KNOUSE
Address: 19919 Encino Briar, San Antonio, Texas 78259 Phone: 210-264-5237 E-mail: mdknouse@att.net Claims Examiner 1993 1994

Rendered keen oversight to the litigated claim files in th e New York and Pennsylvania Litigation Unit Streamlined operations to provide valuable litigation experience regarding numerous Northeast Region venues and greatly enhance technical and operational knowledge in effectively handling litigated claim files Leveraged proficiency in actively supervising legal defense counsel

Career Highlight: Played an instrumental role in surpassing expectations in controlling indemnity payments and legal expenses Claims Quality Assurance Specialist 1991 1993

Facilitated open and closed file audit analysis to conduct on-site regional claims reviews Completed audits on both automobile and property files Thoroughly outlined the claims audit process and briefed audit results through application of expertise in establishing and completing download sessions in partnership with regional district managers and unit managers

Career Highlight: Rendered assistance to the management in various regions to formulate corrective claims action plans and improve process efficiency EARLIER EXPERIENCE MARYLAND CASUALTY Tyler, TX Claims Manager and Senior Claims Examiner EDUCATION Bachelor of Business Administration in Marketing IOWA STATE UNIVERSITY Ames, IA PROFESSIONAL TRAINING Senior Claims Law Associate (SCLA) Designation Associate in Claims (AIC) Designation

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