Low Touch• Fully handled high volume, low complexity claims from all 50 states for both 1st and 3rd parties.• Digital-first communication, focusing on quicker and more efficient claims handling. • Developed UMPD tools to better facilitate the accurate processing of claims. • Developed Templates and tools for other claims processes, including scheduling inspections, standard communications, and desk management.WFM – Property Dispatch/Triage• Temporary assignment working with WFM triaging/dispatching field claims to lower IA utilization.• Auditing triaging to confirm the Field Adjuster’s timely handling of the claim. • Audited Time off and standard activity scheduling within department standards.

National General/Esurance – Auto Liability Insurance Adjuster• Working Auto liability claims from open to close of the claim. • Handling first and third-party Material damage concerns and rental.• Handled all claim related coverage and liability concernsEsurance – Rapid Response• Worked in a team environment to complete various needed activities on claims moving toward closure.• Primary focus on initial contact with customers setting up claim expectations, and explaining coverage and liability impacts.• Created tools and tracking to benefit team efficiency and workflow.

GM • Managed sales activity and development for 4 lines of business encompassing 150+ agents. • Developed training, recruiting, coaching, & tracking action items across the site.• Interfaced with executive leadership and provided detailed reporting for every level of the business. GM • Worked as Account Manager for 2 Lines of Business encompassing 11 supervisors. • Managed all business actives from staffing and daily operations to overall sales and SQS performance. • Successfully implemented several process improvements and tracking methods to better understand performance and coaching impacts. eHealth • Managed sales activity and development for a call floor of 70+ agents. • Created reporting and incentive tracking while overseeing 3 supervisors. • Worked in tandem with contact center manager to deliver client-facing presentations. Tiger Team • Facilitated new process implementation for a recently acquired call center. • Training supervisors and account managers across 17 lines of business.

• Retail sales management and direct sales of Mattresses & accessories. • Daily and monthly sales goals both personal & Store level. • Consistently met sales goals and implemented new data analytics still used by the district.

• Collaborated with members, claimants, adjusters, and medical personnel to resolve simple and complex claims. • Coordinated new employee education and development while working caseload.

- Part of the first Street to Seat chat technical support team.- SME expert for Apple-related products for my tech support team.- Provided exemplary chat support and experience to various levels of management to assist the growth of the program.

MAC T1- Worked one on one with customers troubleshooting moderate to complex computer issues. - Helped mentor new agents as an SME on the team. iTunes Fraud/ Security support- Helped impletement new security question procedures and helped customer get into their Apple ID accounts. - Worked with management on appropriate actions and customer stentimate with changes to Apple ID securityMac T1 Chat- Helped customers 2 chats concurrently with computer troubleshooting and issue resolution. - Helped shape the Chat program working with the first teams to support Chat for both US and Worldwide customers.