Promoted to senior leadership role, serving as a principal strategic advisor on insurance services and product knowledge for a national team of 35 direct reports across three company divisions. Partner with key leadership members to develop, implement, and maintain business strategies for claims, worksite, and licensing divisions.• Ensure compliance for underwriting and generate the new products that come in through the companies Worksite Division; conduct forecasting of all business related needs.• Focus efforts on cost reduction, working with peers to adjust staffing levels to meet market demand and optimize processes following corporate merger.• Consult with leaders to drive change, improve organizational effectiveness, and identify areas of further operational improvement; take completed needs analysis and draft/finalize/implement new SOP’s.• Oversee the licensing of new agents to ensure compliance and that all commissions are paid correctly.

Provided leadership, strategy, and vision to AmeriLife’s insurance operations, including the Claims Department, Annuities Department, and Worksite Division (claims, new business, billing and collections). Contributed to organizational growth by proactively identifying opportunities for improvement, collaborating with executive team, and delivering cross-functional insight based on current departmental capabilities.• Coached, developed, and mentored 20 direct reports, implementing structured measurements and performance metrics that guide, train, and hold staff accountable.• Led the organizational restructuring of the claims department, improved staff retention and implemented production standards, increasing overall staff efficiency by 30%.• Successfully oversaw and maintained strategic business alliances and large-scale contracts with 9 unique carrier partners on three different product offerings.• Served as an integral member of the entire worksite administration, owning the responsibilities for claims, new business, billing, and collections. • Ensured quality control in departmental actions, achieving a 99.7% accuracy level for $140M in claims adjudicated.• Administer 2.4M+ claims annually for approximately 100K in-force Med Sup policies. • Led the reduction in manual processes by enhancing existing automation; organizational acceptance of automated services has resulted in increased departmental efficiency and a gross reduction in mistakes.

Led the day-to-day supervision and management for a high-volume call center that averaged over 15,000 calls per month in support of 6 different Medicare Supplement carriers. Focused on developing and instituting policies and standards that met departmental and organizational performance standards. • Developed and monitored internal control and quality assurance policies and procedures that allowed for improved information flow, maintained a 90% service level vs. the 80% contract requirement.• Led a team of 20 team members in delivering customer care services; developed training and materials for staff that ensured compliance, quality control, and resolved escalated customer issues.• Set performance objectives for staff, and led team to achieve an average speed of answer of: 17, average handle time per call of 3:00, and an average abandon rate under .75 per month.• Managed the support staff, comprised of 4 full time receptionist that fielded 9,000+ inbound calls per month with under .75 abandon rate.

Led all social media marketing efforts including market research, strategy, and implementation of emerging forms of digital media and social media. Ensured that social media strategy and content were relevant to the target audience; managed pay-per-click campaigns.• Conducted measurement and reporting for the performance of all social media marketing activities, and assessed outcomes against goals to identify trends, insights, and opportunities to optimize plans.• Developed innovative and new ideas that engaged consumers with the surgical center and realized a return on investment.

Held oversight of the day-to-day operations for the office, ensuring that the insurance agency’s policies and procedures were executed in a smooth and expeditious manner. Served as a liaison between the client and staff.• Developed and implemented cohesive marketing strategy through the analysis of industry trends.• Provided cross-functional assistance to multiple departments, including assisting in fiscal planning and budget management, and conducting internal HR duties such hiring and mentoring of staff.

Supervised front office staff and proactively managed and supported a busy, multi-physician medical practice. Conducted on-the-job training for individuals and groups of new and existing employees, revised training procedures based on training effectiveness.• Developed and implemented procedures and policies, based on feedback related to training effectiveness.• Strategized to find new methods that improved and promoted quality workflow and operational coordination.

Provided full-cycle recruiting for the agency, screened and interviewed qualified talent and presented job profiles to applicants and candidate options to clients. Executed the recruiting plan and ensured the quality and quantity of talent.• Developed a pipeline of candidates that aligned with customer needs and workforce forecast.• Actively sourced qualified candidates and conducted background and reference checks

Planned and directed all operations related to customer service for a high-volume dental insurance call center. Planned, directed, and reviewed the actions of subordinate supervisors and support staff engaged in supporting members with benefits questions.• Facilitated scheduling, performance review, and HR responsibilities for 25 call center staff members. • Guaranteed quality assurance through training, assessments, and goal setting for staff.