Amanda Taylor-Chaisson Email & Phone Number

Providing training, coaching, and support to new and experienced premium auditors.

Responsible for management of first-in-class customer service team including designing and implementing SMART goals and KPIs, creation of reporting to determine trends and opportunities, and facilitating and presenting training to external customers.

San Francisco Bay Area

San Francisco Bay Area

• Responsible for operations of the processing technicians and customer service representatives,• Managed both office and remote employees, including an offshore team in the Philippines, in teams up to 40+.• Lines of business: Workers' Compensation, Commercial General Liability, Commercial Auto.Additional responsibilities:• Oversee operations for Customer Service team, including all personnel management and operations oversight.• Coordinate and assist with testing of new systems/system updates, including creation of training documentation when needed,• Review of technician file reviews and chargeable errors to determine training needs and to identify possible employee performance issues.• Review of field auditor errors noted by technicians to identify individual and systemic issues, with information passes to field audit management,• Creation of training materials and documentation using MS Excel, PowerPoint, and Publisher.• Maintenance of documentation on shared drives/SharePoint.• Presented training to technicians, field auditors, and other business partners in person and remotely.• Local point of contact for Business Continuity Planning/Disaster Recovery.• Contact for legal dept questions regarding premium audit-related cases,• Created specs for external customer service portal and contact form, and worked with IT personnel on development.• Oversight of large account EDI processing program, which involves extensive review of large Workers' Compensation accounts to maximize the number of items able to be processed digitally (without tech interaction).

Berekely Heights, Nj

• Manage daily work inventories for all team members to ensure productions, time service, and quality goals are met.• Complete assigned tech file reviews monthly.• Assign audits to technicians to ensure continued productivity,• Process audits from all lines of business,• Assist with increasing production for processing techs by 10%.• Assist and respond to inquiries from assigned technicians.• Complete monthly progress reports and annual appraisals.• Provide manager with regular assessment of team to determine strengths/weaknesses.• Assist in interviewing and performance management.Additional responsibilities:• Act as primary trainer for the processing department, including traveling to between offices to present training as needed.• Oversee training curriculum and development of training material.• Maintain shared drive of procedures/reference material.• Serve as backup to manager as needed.• Serve on process improvement teams as representative of processing,• Assist with systems testing for both new systems and update releases.

New Jersey

• Process first time audits, revisions, and cancellations of all lines of coverage, applying all related bureau/state mandates to ensure a quality product.• Review policies for correct policy dates, deposit premiums, classification codes, and anniversary rating dates.• Manage work inventory in order to meet and maintain goals.• Communicate necessary audit and policy changes or deficiencies to the field auditors and underwriters, and follow up to ensure resolution.• Prepare and distribute other communications to NCCI/state bureaus and internal/external customers as needed.Additional responsibilities:• Act as liaison to IT department to ensure quick and accurate resolution of help desk tickets, including review and escalation of all systems issues for the dept.• Act as liaison to the underwriting departments, handling followups to technician requests for UW assistance for the entire dept.• Assist with preparing and administering training under direction of the training supv. in 2003, given primary responsibility for training of new processing center opened in Phoenix, AZ.• Initiated cleanup and organization of shared drive used to store procedures and other documents. Created a clear, intuitive structure which is still in use,• Created digital versions of all training materials and procedures, which had previously been shared as physical handouts only.

West Orange, Nj

Handling of all store operations, including hiring, payroll, ordering, marketing.Create and maintain work schedules to ensure coverage at all times.Participated in regional and national management meetings to ensure strategic consistency.Provide training and development to all staff, including performance appraisals and career planning.