Nationwide's mission statement is "to protect people, businesses and futures with extraordinary care". I led and managed a team of associates who contributed to the growth of Nationwide through manual conversion and transfer of business from other companies. I led with drive, motivation and a passion for results and we have grown direct written premium by millions of dollars over the past few years. I created an environment of positivity, honesty, integrity, growth and development so that my associates could excel at what they do and protect people and businesses with extraordinary care.

 Devised, deployed and monitored a new acquisition process for our Mergers & Acquisitions/Transfer team, coordinating processes and training, managing production and quality, partnering with a third-party processing vendor and acting as liaison between the business leaders, IT and the associates processing the work, producing positive results within 3 months Passionately oversaw day-to-day operations, including supervising a team of 15-20 associates across 3 locations and remote/work from home  Expertly managed productivity and quality for multiple workflows with fluctuating work volumes and diverse associate skill levels, meeting company service level expectations Positively and proficiently led the Screening team through many changes and evolutions in duties while going through multiple reductions in force (job eliminations) over a 3-year period, while still producing high-level results Optimized organizational skills for day-to-day monitoring of work and associates, performance management, salary planning and administration, coaching and development, workflow planning, attendance, hiring/interviewing, associate placement, and disciplinary actions Closely collaborated with my peers, managers, business partners and direct reports to ensure we had a high-functioning team, producing positive results Effectively identified and implemented process improvements through development of tools such as spreadsheets, centralized notes, virtual meeting boards; worked with Lean Management Consultants on process mapping and identifying areas for improvement Proactively took initiative to facilitate team huddles, manager meetings, project planning sessions and scribed notes to share with all participants, assigning owners to tasks and updating action items Co-led the planning and coordination of two building remodel projects

 Oversaw day-to-day operations including the supervision of 15-20 Quality Assurance associates and administrative duties for the team Led the team to ensure we provided quality service to customers for multiple product lines in multiple states Ensured there was resolution of complex customer issues  Assisted with planning and implementation of two new Quality programs

• Supervised team of 15 associates doing processing work• Collaborated with other leaders in managing workflow for all processing teams• Assisted Manager with the writing and delivering of annual performance reviews• Monitored attendance and performance

 Supervised three functions: Accounting, Mailroom, Microfilm Organized the daily workflow and work assignments for the team Functioned as technical expert for all functions within team to assist with questions

 Processed incoming customer payments Balanced all payments entered into the system at end of each day  Functioned as technical expert in all accounting functions

• Reviewed and processed Homeowners’ applications• Processed amendments to Homeowners’ policies • Functioned as technical expert and trained new processors