Christopher Eddy Email & Phone Number

Responsible for driving performance of investor success operations team through process implementation and improvement, talent management and development, inspecting the output and results of the team, ensuring compliance with procedures as well as regulatory requirements, and utilizing data to make improvements to performance. This key role will report to the executive team and their success will be measured by the results produced by the investment team with the expectation of continuous improvements in customer satisfaction, success of events, and overall financial performance.

Bethlehem, Pennsylvania

Provided leadership and direction to a team of 14 staff members consisting of case managers and claims processors that issue over $20M in short term disability benefits annually. I effectively managed the daily work flow of the team to ensure claims were processed quickly and accurately for customers, while meeting staffing guidelines and service level agreements. Collaborated with senior leaders related to procedures and operational improvements. Additionally, I oversaw the hiring, training, and development of the team, along with performance reviews and disciplinary actions. A few key highlights while in this role include:• Restructured internal processes including the company’s audit process to a more global approach in resolving and completing a claim request. This allowed for more flexibility related to smaller tasks while setting an expectation of having a final claim decision within a specific time period and improving the customer experience. • Served as a member of the project team oversee the transfer of account records to an electronic database system. Worked closely with technical developers to understand workflow and provide guidance related to internal processes while meeting regulatory requirements. • Developed and implemented a career advancement path across the department that motivated team members to maximize individual performance metrics so employees could be considered for future promotions internally. This resulted in increasing employee engagement by reviewing scores compiled through the annual team member survey.

Bethlehem, Pennsylvania

As a Benefits Analyst, I successfully managed and analyzed group life insurance, waiver of premium, and critical illness claims. I conducted research and gathered information to determine of previsions had been met based on policy guidelines. My role also included following up and monitoring payments related to benefit payouts, as well as working closely with internal legal counsel, sales, underwriting, and billing teams related to customer policies. A few key highlights while in this role included:• Selected to spearhead multiple complex projects that had high visibility and customer impact. • Consistently achieved YoY production goals by building rapport with clients to understand and address each concern while ensuring a positive experience in handling the claim. • Recognized repeated by senior leadership for consistently achieve individual performance metrics while being able to communicate effectively and build strong working relationships with the work group and company.