Angie Roscoe Email & Phone Number

Provide executive oversight and direction for a dynamic team of Customer Experience, Claims, Training, and Quality professionals, ensuring the delivery of exceptional FMLA and absence management services.Operational Excellence: Develop and implement innovative strategies to optimize operational efficiency, drive cost-effectiveness, and exceed industry benchmarks for service delivery.Team Development: Recruit, develop, and manage a high-performing leadership team, fostering a collaborative and results-oriented work environment.Client Relationship Management: Cultivate strong relationships with key clients and partners, effectively communicating the value proposition of FMLA and absence management services.Performance Management: Establish and monitor key performance indicators (KPIs) to measure operational success, identify areas for improvement, and drive continuous process optimization.Product Development: Collaborate with subject matter experts and legal counsel to develop and enhance FMLA product offerings, ensuring compliance with regulatory requirements and meeting evolving client need,

Plano Texas

Lead Short-Term Disability and Absence operations, automation initiatives, and efforts to streamline processes. Assess and prioritize operational needs as well as facilitate the design of creative and progressive strategies. I work alongside internal partners, including distribution and product. I construct and deploy growth and customer retention components such as business models. I define annual top-line and bottom-line financial objectives, track financial results, study aspects affecting performance, and instate measures to deliver goals of annual operating plan.• Constructed and deployed business model to support growth and customer retention for FMLA, Short-Term Disability and State Paid Leave products, as measured by 30% increase in customer satisfaction. • Leveraged data and analytics to formulate organizational foundation resulting in 3% reduction in Short-Term Disability expenses coupled with 8% run rate.• Established reporting structure for all business areas, and revamped processes triggering 15% increase in customer satisfaction scores and 10% increase in turnaround times and meeting market and corporate expectations.• Exceeded Supplemental Health goals to maintain client retention and satisfaction.

Plano, Texas, United States

Facilitated employee engagement and involvement throughout the entire company. Managed operational agile business owner and team to ensure quaility and timley outcomes. Conceptualized and approved features with product owners and other business leads based on technology objectives. Designed and introduced operational readiness plans constituted by metrics, training rollout plan, and change management strategies. Partnered with IT, product, sales, and account management to create and provide client and customer capabilities.• Facilitated employee engagement and involvement throughout Group Claims resulting in increased engagement scores of approximately 12%. • Designed and introduced operational readiness plans constituted by metrics, training rollout plan, and change management strategies leading to 5% improvement in outcomes, exceeding expectations. • Partnered with key stakeholders such as IT, product, sales, and account management to create and provide client and customer self-service capabilities. Shared updates, risks, and progress to senior leadership. Creating 2% increase in client persistency and 5% increase in employee engagement. • Boosted Client and Customer service traffic from 12% to 25% during first seven months of rollout. • Conceptualized and approved features with product owners and other business leads based on technology objectives to create operational efficiencies

Plano, Texas, United States

Ensured efficient operations and processes to achieve financial results and meet customer demands. Led call center operations with 200 + front line personnel and ten managers. Developed refined, and executed operational strategies to enhance performance of the call center while decreasing costs and risks. arce management team and profitable contact center.• Improved call center results after one year and reduced client performance guarantee payout to zero from $1M meeting company expectations. • Established work force management team turning a failing call center into an efficient, reliable, and successful operations as demonstrated by below 30 second average speed to answer and less than 3% abandonment rates. • Collaborated with IT to design and implement new technology to transform contact center operations including voice authentication, virtual hold, and click to chat resulting in an increase in employee engagement and customer satisfaction.

Plano, Texas, United States

Planned and implemented the strategy for failing FML operations. Led oversight of five mangers and over 100 front line staff. Served as a representative of Cigna Leave Solutions during client meetings and finalist presentations. Participed in broker roadshows informing brokers about Cigna's FML offering and compliance guidelines. Asssisted clients to tackle multifaceted issues and provided suggestions for plans and structure. Ensured the organization meet operational targets and maintained quality customer service.• Consistently met targets and KPI’s which resulted in meeting company expectations and increasing sales by 23%. • Expanded operations from nine accounts to over 400 helping more than one million lives.• Refined operational model to ensure customer and client goals were achieved.