Brooke Bailey, Csm, Clssgb Email & Phone Number

• Partnered with cross-divisional and cross-functional teams to elicit requirements and implement Tableau reporting to support sales and finance teams; conducted monthly and quarterly readouts to senior leadership on.
• Led project meetings and provided weekly status reports on small to large scale projects focused on revenue acceleration.
• Worked with senior management to support business planning and operational processes.
• Created process documentation for end users and senior leadership.

• Liaison between the business and IT in translating complex business needs into requirements for process improvement. Worked independently to collect complex business requirements and convert them into system.
• Implemented deployment readiness program for regional rollouts, including communications, UAT, and training support for end users and senior leaders.
• Defined quality gates to ensure market readiness is in line with deployment milestones.
• Developed and defined methods and procedures for end user to address deploying technology and operational process changes.
• Created UAT test plans and cases.

• Soley responsible for developing workflows and SOPs for the Customer Service, Underwriting and Claims departments. Wrote business requirements for project managers and IT. Created procedural and system workflows for.
• Documented process enhancements, and worked across all business units to gain buy-in.
• Worked in partnership with IT through development and implementation to ensure the product meets customers’ needs.
• Achieved senior leadership buy-in on process improvement initiatives.
• Advocated for compliance of documents filed with each state’s Department of Insurance; maintained statutory adherence within all departmental processes and documents.
• Identified and integrated process improvements to reduce manual procedures and increase efficiencies.

• SME for existing manual and automated processes; interpreted and recommended improvements of business processes and procedures throughout the organization.
• Partnered with Training and Quality Control to ensure no variances or gaps existed in job knowledge for end users.
• Created weekly dashboards for company president reporting on weaknesses identified, improvement recommendations and business impact.

Developed process maps, conduct research, and pull reports to facilitate the Re-engineering of key business functions throughout the company using process mapping techniques and using quality initiatives such as six sigma and ISO 9001. Assisted with identifying performance gaps by conducting audits, IT system function research and analysis of departmental.

• Served as Subject Matter Expert by reviewing underwriting files and provided consistent, constructive feedback to Underwriters of Group Life & Disability accounts
• Identified training opportunities and made recommendations for process improvement
• Documented best practices; developed and updated reference sources

• Provided motivation, coaching and leadership to a Technical Underwriting department. Supported department manager in identifying training and staffing needs.
• Documented department procedures
• Developed and maintained relationships with business partners
• Served as Project Manager for two key company processes

• (Omni Insurance subsidiary)Served as primary point of contact and subject matter expert for 17 states. Trained call center staff on underwriting, procedural, and system changes. Analyzed system errors to determine the.
• Participated in the design of products and systems for usability
• Initiated, documented, and implemented customer service processes
• Evaluated procedures to improve quality, streamline workflow, and monitor statutory compliance
• Participated in market conduct exams and responded to DOI complaints
• Wrote business requirements for technical and process changes

Master Of Arts (M.A.), Organizational Management

Concentration: Leadership

Bba, Management

Mba, General Mangement