Handpicked by management to lead the global operations of the Book with Confidence Guarantee (BWC), I unified processes across all regions by defining product vision, setting program goals, and driving cross-functional collaboration for continuous improvement. I developed an innovative claims reporting system to increase visibility into customer trends and owner behaviors, enabling data-driven policy and program enhancements. Additionally, I instituted a comprehensive audit program to ensure policy adherence and manage spending, working closely with multiple departments to implement impactful changes in processes, policies, and technology. Marketplace. Develop a novel claims reporting system to enhance visibility on customer trends and owner behaviors, enabling informed policy and program changes. Instituted an audit program to control policy adherence and spending across all regions for BWC, and consistently collaborated with multiple departments to drive program changes via process, policy, and technology enhancements.Key Accomplishments:Revolutionized the payment cycle, reducing wait times from 3-5 weeks to 30 minutes by leveraging APIs and creating a new claim record in Salesforce.Cut BWC spend by 50% within 12 months through targeted process and product enhancements.Streamlined claims processing, reducing cycle time from 28 days to 72 hours and cutting claims volume by 75% in specific segments.Developed a robust traveler support workflow, reducing annual payouts by $15M by holding marketplace partners accountable.Automated owner accountability with an auto-refund policy for cancellations, decreasing claim amounts by 30% and improving traveler resolutions.Boosted customer satisfaction by 12% for claim-related inquiries through a strategic claims record system that improved visibility into owner and traveler behaviors.

Promoted for exceptional performance to oversee vendors managing 15,000 annual files and 8,000 deductible reimbursements. I led the Arbitration Team, spearheaded quality improvement initiatives, and represented the Subrogation Department in inclusion efforts. Through conducting monthly audits and monitoring improvement plans, I efficiently resolved department-wide challenges, driving operational excellence.Key Accomplishments:Vetted and onboarded vendors for arbitration operations, establishing key performance metrics that cut operating costs by 45%, reduced cycle times from 180 days to 2 weeks, and improved NPS scores for arbitrated claims by 7 points within the first year.Developed and implemented a comprehensive audit process, increasing transparency in vendor performance, raising quality scores from 60% to over 95%, and reducing processing time by 50%.

Led a team of attorneys and adjusters, increasing annual recovery by 60% through strategic collaboration and process improvements. I established key policies, managed vendor relationships, and built partnerships to support cross-functional initiatives. As a leader of the Exclusive Agent Professional Liability Group Policy Program, I drove team development and executed company-wide process enhancements to improve performance and operational efficiency.Key Accomplishments:Increased recovery volume by 80%, growing recoveries from $6M to $21M annually over three years by streamlining workflows.Reduced Errors and Omissions claim cycle times from 180+ days to 90 days through a consolidated workflow and triage process, significantly accelerating claim resolutions.Spearheaded a system and procedural overhaul that resolved underwriting issues in Florida, cut uninsured motorist claims by 95%, saved $1.7M annually, and improved agent accountability.Led the Commercial Property Subrogation team, boosting subrogation awareness and implementing automated claim review systems, resulting in a 25% team expansion and a 133% increase in recoveries, from $12M to $28M annually.Developed an agent goal-setting methodology, reducing supervisor churn by 75%, enhancing ENPS, and achieving a 20% improvement in goal-related ENPS scores.