Apr 2021 – Oct 2022 · 1 yr 6 mos

• Direct, coordinate and lead multiple call center operations with over 145 employees taking claim first notice of loss and claim inquiries for all lines of business
• Lead a diverse team of call center and business technology professionals
• Ensure delivery of outstanding customer experience and expedient claim service
• Develop and drive attainment of short and long-range plans and objectives consistent with company and departmental objectives
• Partner with line of business leaders to support unit and departmental goals
• Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
• Possess strong command of call center telephony, workforce planning and reporting to focus on call handling efficiencies, abandonment rate, staff utilization and financial performance
• Develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding service level agreement performance
• Develop and manage key performance indicators (KPI) to support organizational goals and objectives
• Accomplish call center human resource objectives of recruiting, selecting, orienting, training, assigning, coaching and counseling employees; administering scheduling systems; addressing work force management efficiencies and shrinkage; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Identify and implement ongoing staff development and training programs to enhance employee engagement, service, knowledge, skills, and morale
• Implement new technologies to increase efficiency, measure service delivery and achievement of KPIs

Jan 2008 – Oct 2022 · 14 yrs 9 mos

• Responsible for the project management, design, build and implementation of a $55 million claim system for all lines of business
• Develop project budget, including financial measurements to assess ROI and expense reduction
• Ensure timely achievement of project milestones and deliverables within budget and scope
• Develop and manage Project Roadmap to coordinate delivery and sequencing of future enhancements
• Communicate, liaise and negotiate internally and externally with other departments to ensure project goals and deliverables support company objectives
• Lead effort to develop, document, refine and implement a robust organizational change management and communications strategy for all major releases of functionality to ensure successful implementation

Jan 2004 – Jan 2008 · 4 yrs

• Responsible for profit and loss goals in eight markets
• Led staff of 125 employees in multiple locations, managing over $500 million dollars in losses and expenses
• Developed dashboard reporting for KPIs
• Worked consultatively with legal in the oversight and review of claims subject to litigation
• Developed staffing models to support the growth of business unit
• Led procurement process, including requests for proposals (RFPs) and selection of third party vendors
• Partnered with insurance sales agency to ensure best in class claim service

Jul 2003 – Jan 2007 · 3 yrs 6 mos

• Directed Casualty claim operations in Michigan
• Developed strategic and financial goals, prepared budget and implemented operational plan
• Led the transition of cost containment processes to align with business model and financial targets
• Led evaluation and RFP for a pharmacy benefits and durable medical equipment program
• Responsible for project design and implementation of project plan within timeline and budget
• Partnered with staff counsel for litigation management of catastrophic injury claims

Jan 2003 – Jul 2003 · 6 mos

• Developed claims department scorecard reporting for Claims SVP and management team for incurred losses, frequency, severity and other financial targets
• Managed annual budget planning and preparation processes
• Conducted trending and root cause analyses reporting on KPIs

Feb 2002 – Jan 2003 · 11 mos

• Led rapidly growing claims call center operations in two locations serving six states
• Set strategic direction, including systems design and development, quality controls, training, workforce management, staff planning and talent selection
• Integrated best practices for service delivery, work product quality and leadership development
• Designed short and long-term operating plans to improve call center efficiency and productivity
• Developed quality assurance team to audit operation for compliance with performance requirements
• Served as project manager for implementation of new web-based application for first notice of loss capture helping to achieve reductions in non-phone time of over 35%, improved service levels and increased employee productivity

May 2001 – Feb 2002 · 9 mos · Lake Mary, FL

• Led staff of 200 licensed sales agents selling auto insurance direct in an inbound/outbound call center
• Responsible for attainment of sales production, service level and efficiency goals
• Oversaw recruitment and talent selection efforts
• Mentored, developed and coached team of 15 supervisors
• Conducted call monitoring to ensure best in class delivery and attainment of sales objectives
• Created and implemented rewards and recognition to promote a positive work environment to incent team and individual contributors
• Set team and individual performance objectives and oversaw performance appraisal processes
• Managed staff schedules to balance exceptional service response capabilities with cost efficiency

Mar 1999 – Apr 2001 · 2 yrs 1 mo · Coralville, IA

• Mentored, developed and coached staff of 16 supervisors and 225 licensed sales agents selling auto insurance direct in an inbound/outbound call center
• Responsible for attainment of sales production, service level and efficiency goals
• Oversaw recruitment and talent selection efforts
• Conducted management calibration sessions to ensure consistency in monitored call evaluations
• Created and implemented recognition programs to promote a positive work environment to incent team and individual contributors
• Set team and individual performance objectives and oversaw performance appraisal processes
• Managed staff schedules to balance exceptional service response capabilities with cost efficiency