Cheryl Kusick Email & Phone Number

Denver Metropolitan Area

Colorado, United States

Denver Metropolitan Area

Greater Denver Area

Greater Denver Area

Greater Minneapolis-St. Paul Area

Accountable for leading the vision, strategy, and execution for employee benefit operations and retail life, leading a large team over 150. Additionally, lead strategic organizational initiatives including a multi-year project focused on driving customer excellence, differentiation, and competitive advantage through people, process, and technology. Led the growth and scalability of the Employee Benefits operations business including the implementation of innovative technology advancements to increase customer satisfaction and gain market share. Drive continuous improvements to capitalize on efficiency, scalability, and customer experience. Oversee key national accounts, leveraging VOC (Voice of Customer) to advance services and solutions, innovating the space through customer-focused initiatives. Manage daily operations for global contact centers that support claims, billing, case instillation, and premium account services. Previously AVP of Employee Benefits Operations from 2012 – 2013. VOYA Financial Services (rebranded from ING U.S.) is an American financial retirement, investment, and insurance organization.

Minot, Nd

Led the administration of Policy Owner Services processing and Customer Contact Center directing a team of 250. Responsible for oversight of multiple functions to include Business Analyst and Quality Assurance. Business Lead for the implementation of a new administrative system for 900 users to achieve end-to-end new business to claims processing, resulting in enhanced efficiency and customer experience. Directed business processing outsourcing initiatives globally, overseeing the establishment of infrastructure, processing, and knowledge transfer. Managed the development and launch of concierge services with a dedicated high touch customer service experience and implementing voice of the customer. Incorporated industry trends to expand services digitally across entire customer platform.

Minot, Nd

Responsible for all aspects of Life New Business processing to achieve high quality support and scale to process multiple thousand life applications submitted monthly. Implemented organizational changes to achieve scale for new business growth strategy. Business Lead for the implementation of a new administrative system for 900 users to achieve end-to-end new business to claims processing, resulting in enhanced efficiency and customer experience. Led teams in the development of business requirements, implementation of employee training programs and customer communication strategies. Incorporated Six-sigma methodologies to improve processing and realize financial saves.

Minot, Nd

Oversaw incoming mail and cashiering functions for Individual Life and Retirement Services. Led implementation efforts in facility remodeling to meet regulatory requirements and processing scale. Implemented document management, imaging and workflow system. Delivered impactful operational savings and process improvements.Directed teams in all aspects of large case Executive Benefits administration to include New Business, List Billing and Policy Contract services.Prior Professional Experience: Client Service Representative and Claims Examiner, Security Life of Denver Denver, CO