Chasity Baker Email & Phone Number

Norfolk, Va, Us

- Analyze call volume and average speed of answer to develop quantifiable process improvements, achieving service levels of 80%+.- Lead cross-functional relationships with operations to identify root causes of issues and implement collaborative solutions.-Develop and maintain process documentation, facilitating informed decision-making.- Monitor process improvements' impact, measure KPIs, and provide regular reports for continuous enhancement.- Initiate system changes to support systems training for end users, improving adoption and efficiency.

- Elicit the business needs of stakeholders to develop a product requirements document for a mobile application, creating a clear roadmap of project development and monitoring.- Led product development efforts and cross-functional teams to develop and execute detailed project plans and outline workflows to client reporting specifications, ensuring timely completion of projects.- Analyzed and tracked product metrics across the product development life cycle and translated product features into user stories, ensuring alignment between business needs and technical solutions.- Spearheaded user acceptance testing and other quality assurance testing measurements that provide information critical to assessing product success.

- Successfully guided clients through the complexities of permanent index universal life insurance, facilitating informed decisions and long-term financial planning.- Established and maintained strong client relationships, resulting in a high level of customer satisfaction and repeat business.- Stayed abreast of industry trends and product innovations, ensuring clients had access to the most relevant and competitive insurance solutions.- Committed to ongoing professional development through continuous education and training in insurance products and financial planning strategies.

Norfolk, Virginia Area

- Analyzed intra-day service level data for efficient call handling, identifying trends and risks/opportunities.- Tracked performance to facilitate business value management and enhance strategy development.- Served as a liaison to facilitate resolution of legal issues such as disability, death, and divorce claims, mitigating risks to the company.- Conducted quality assurance assessments and implemented strategic solutions to enhance performance.

- Analyzed processes, workflows, and systems to identify opportunities for automation and productivity maximization.- Provided management with detailed reports highlighting business opportunities, risks, and anticipated effects.- Facilitated training programs to ensure compliance with policies and procedures and enhance the employee experience.- Coached employees to assess skill gaps and achieve first-quartile efficiencies.- Analyzed data for quality assurance and drove business decisions to ensure compliance.

- Analyzed KPI trends to enhance customer service levels and maximize revenue.- Directed branch audits to enhance accuracy and reliability of accounting records.- Processed applications for various financial products, mitigating risks of fraud.

Product Management

Ideate on problem spaces, conduct user interviews, and publish a product spec.

Bachelor Of Science (Bs), Health Services Management