• Responsible for overseeing the Auditing/Operations, Premium Accounting and Training Departments. Report directly to the Senior Vice President of Underwriting and Vice President of Human Resources.• Trained 160 employees on a new policy system using a blended learning approach specific to each business unit.• Implemented a call monitoring system, followed by soft skills retraining and ongoing coaching.• Created the training department within the Underwriting division, then expanded to all divisions across the organization, providing training, leadership development and performance management. • Reduced annual department budget by 15% by implementing web-based training to reduce required training staff hours and implementing work plans to improve training analyst production.• Developed leadership development plans for 65 leaders managing 240 employees.• Responsible for maintaining our Learning Management System (LMS), to maintain records of all compliance related courses.• Underwriting subject matter expert for new policy administration system deployment. Responsible for final sign-off of all underwriting documents related to system deployment.• Responsible for all user acceptance testing for existing policy platform and transition to new platform.• Improved employee awareness and buy-in by 150% as Change Management lead for policy administration system deployment through a companywide communication plan.• Conduct final review of management responses for department of insurance complaints.• Responsible for workforce planning, including alignment of strategic goals across the organization and conducting gap analysis of the current staff.

• Responsible for management of the Auditing/Operations department. Report directly to the Operations Director and Senior Vice President of Underwriting.• Maintained staff counts in underwriting and operations despite 8% company growth, by developing staff models to accurately assess staff needs and projected staff needs for the year.• Underwriting lead for new policy system deployment.• Coordinated underwriting and operations department needs by communicating directly with product development, IT and legal departments as the liaison for the entire management team.• Developed and maintained management and executive reports.• Developed User Acceptance Testing and implementation of new system enhancements.• Project manager for special projects from upper management

• Created draft responses to the Department of Insurance for all complaints received.• Managed company payroll, 125 employees.• Improved employee productivity by 20% and accuracy by 12% by implementing production and auditing reports to measure employee performance across all underwriting units.