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Patrick D. McGhee
202 Montiego Court * Centerville, GA 31028 * 478.923.5113 * pm7cfa4e@westpost.ne
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PROFESSIONAL EXPERIENCE
2008 - Present
Supervisor, Glass Claims Department - GEICO. Macon, Georgia
* Direct the work flow of 11 associates engaged in processing automobile glass c
laims.
* Monitor and report on individual and departmental level quality and production
standards.
* Apply continuous quality improvement activities and training and mentorship to
reach and sustain 97% customer service satisfaction standards.
* Earned 5 out of 5 ranking for supervisor effectiveness, leadership and subordi
nate support on the 360 Evaluation and Assessments
2003- 2008
Risk Manager, Underwriter - GEICO. Macon, Georgia
* Conducted the review of renewal policies to ensure that risks were properly ra
ted according to underwriting guidelines and company policy. Developed a custome
r-friendly approach to gaining timely feedback from customers that involved inco
rporating an email contact procedure and analysis of prime contact times so that
we make optimum contact with the customer. It increased our customer contact by
26% and increased Policies in Force (PIF) and growth by retaining more customer
s because we had to non-renew fewer polices for failure to provide pertinent inf
ormation. Received the Outstanding Service Award for this program.
* Worked closely with senior leadership team on many aspects of various projects
. Approved rate reductions and application of surcharges appropriately based on
guidelines and independent judgment.
* Analyzed trends and recommended changes that improved the daily processes of t
he company. Received the Outstanding Service Award for Achievement, 2007.
1998 - 2003
Senior Technical Editor (Quality Assurance Specialist) - Hebco Engineering & Tec
hnical Services, Inc., Macon, Georgia
* Served as technical editor in the electronic publishing environment with the r
esponsibility for editing, proofreading and documenting the management of milita
ry aircraft Technical Orders and some commercial engineering guidelines.
* Led the development of strategies to venture into private publishing and spear
headed efforts to acquire new contracts. Administered training and orientation f
or new employees. Exceeded expected output goals.

EDUCATION
2002 Master of Public Administration - Georgia College and State University
1997 Bachelor of Arts, Mass Communication - Savannah State University

CERTIFICATE OF ACHIEVEMENT & AWARDS


Georgia Educator Certification
GEICO Ideas for Quality Improvement (IQ) Award, 2004 - 2008