Deborah Flynn Email & Phone Number

Canada

Leveraging my strong operational focus and experience building and leading teams, I was instrumental in building the infrastructure for the new support team. I provided ongoing leadership of the overall operational support model by providing guidance, motivation, and mentorship to a team of support specialists, and delivered regular insights into trends through methods of analysis and reporting. Amongst other key accountabilities within this role, I was able to:• Successfully design and implement several tools to enable better support, reporting, and increase the ability to pinpoint support related opportunities• Effectively lead and implement change management activities within direct team and to the business areas we supported• Actively oversee and participate in the development of operational readiness and communication plans to support business areas with system implementations/fixes/enhancement strategies, and other internal systems

In this role, I specialized in Business Process Management and mapping, Business Development, Operations Analysis and Reporting, across several lines of business (Auto and Property Insurance, Retail and Travel divisions). A few key responsibilities were:• Recommend, create and/or enhance, and document business processes in order to increase capacity, drive effectiveness and efficiencies• Develop and maintain Standard Operating Procedures• Manage and lead projects through the project lifecycle, including all change management activities

The primary purpose of this role was to coach, develop, and motivate a team of Auto and Property Insurance Agents in Eastern Ontario (a territory covering Oshawa to Ottawa) to meet and exceed performance expectations, and to help ensure the team was providing exceptional customer experiences.Other key responsibilities were:• Managing customer experiences and feedback• Process development, implementation, and related communications• Tracked, analyzed, and reported on monthly sales and service results