Danielle Boyer Email & Phone Number

Associate Manager of Training, E-Learning, and Management Support responsible for: - Creating and maintaining e-learning modules. - Overseeing a group of six e-learning developers. - Developing training materials, curriculums, and business operating guidelines. - Managing onboarding/transition initiatives for multiple client's. - Building data management solutions by utilizing SharePoint, Power Apps, and Power Automate. - Implementing process improvements for operations and management.

Remote

- Performed Policy Administration tasks such as calculating cost basis and providing annuity payout quotes.- Trained multiple associates on Policy Administration tasks.- Managed and distributed multiple daily reports.- Handled Client escalations.- Worked on multiple internal projects to resolve ongoing issues related to conversion from previous company to DXC.

-Ownership and oversight of incoming correspondence requests.-Routed incoming requests through internal data system for assignment to ensure timely resolution.-Completed accounting of premiums received on multiple product lines.-Presented new concepts and department results in bi-weekly team meetings to maintain open communication, updates and information flow with team members and management.-Partnered with leadership to define best practices for existing and new procedures. Instrumental in implementing best practices to a create proficient and smooth work flow.-Trained new associates on processing correspondence items, indexing, and premium.-Coordinated temporary staff interviews, on-boarding and training to ensure a positive candidate experience.-Provided guidance to staff for resolving complex problems and escalated customer situations when necessary.-Owned the research and resolution for escalated and sensitive requests to ensure customer satisfaction. -Collected data and reported results on routine audits.-Facilitated investigative efforts for suspicious activity and fraud cases to protect company interests.-Acted as subject matter expert for transition planning to Third Party Vendor.-Handled internal and external inquires for entire department which provided consistency and follow through on requests.-Successfully on-boarded and trained 22 temporary employees. Onboarding and initial training were extensive, with a duration of 4+ months. Provided training for all internal administrative applications, correspondence items, indexing, and premium to ensure consistency, a positive learning experience and to enable a smooth transition.-Traveled to train Third Party Vendor staff on premium processing which resulted in the Third Party Vendor owning 20% of the work process prior to cut over. -Implemented research process requirements and accompanying template for exception and informal reinstatement processing.

-Managed Bright Ideas program which resulted in cost savings and an increase in productivity. Roughly70% of all ideas submitted were successfully implemented-Contributed in creating and implementing department wide staffing model to effectively measure staffing needs and productivity -Participated and implemented department wide reengineering project to stream line processes resulting in reducing FTE's and increasing productivity-Held multiple roles of increasing responsibility throughout tenure in department-Coordinated testing of barcode technology for new tracker projects which identified areas to be addressed prior to go live date-Updated databases with new work flow information for department use-Participated in department wide projects: gathered information, evaluated and improved current processes, created future processes, and implemented new/improved processes-Responsible for resolution of accounting gain/loss items to protect company and client interests-Performed internal quality checks and provided feedback to staff in regards to opportunities for improvement -Corrected scanning and prepping errors and re-processed the paperwork back into the data system to ensuring 100% accuracy-Acted as department subject matter expert and key contact for external inquiries and partnerships -Partnered with leadership to produce quality and productivity reports useful in strategic planning -Facilitated staff meetings and individual meetings with staff providing coaching and feedback