Devon Wallace Email & Phone Number

Vernon, Ct, Us

Hartford, Ct

Westborough, Massachusetts, United States

▪ Worked with senior business leaders to track headcount including replacements and new hires across multiple site location with an emphasis on seeking to drive cost reductions▪ Collected and revised weekly business updates to provide senior business leaders with key insights into the health of their respective organizations▪ Updated key metrics daily to assist business leaders in driving their respective business and providing them with necessary information to make informed business decisions

Framingham, Massachusetts, United States

▪ Collaborated with program managers across a wide variety of industries to build out and enhance their internal recognition programs to ensure alignment with corporate values and goals▪ Worked closely with internal launch team to customize and launch four new global recognition programs for customers with well-defined goals to increase engagement, reduce attrition & drive improved performance▪ Updated software configuration to expand and update unique recognition programs by adding additional award levels, improve effectiveness of reporting and enhance the look of feel of site landing pages▪ Led strategic account reviews reflecting on successes to date and building out future strategic initiatives▪ Worked in close partnership with sales, marketing, strategic consultants and colleagues to continually offer innovative solutions and ideas to provide customers with the highest level of service and support possible

Springfield, Massachusetts Area

▪ Implemented telephone claims and digital forms to simplify the filing process for beneficiaries ▪ Engaged in agile initiative to implement a new claims system to increase claim handling efficiency, reduce handoffs and eliminate manual processes▪ Established dedicated training role to focus on upskilling new hires, cross training existing associates and updating processes and procedures▪ Focused on developing associates moving specific individuals into new roles in New Business, Strategic Service Partners, Data Analytics and Operational Management▪ Served on leadership committee overseeing the Emerging Leader Program to identify top talent across operations and provide them with leadership development opportunities

Springfield, Massachusetts Area

▪ Partnered with captive sales force committee to drive a series of Ease of Doing Business initiatives aimed at reducing Cycle Time and increasing Business in Good Order rates▪ Built out a work from home program to enable resource flexibility and maintain business continuity▪ Led thorough cross training efforts to reduce key resource dependencies and balance daily work load▪ Focused on developing associates moving specific individuals into new roles in Claims, Retirement Services, Sales and Operational Management▪ Chaired the Front Line Manager’s Council and instituted the LEAD Council to drive Leadership, Engagement, Accountability and Development across the organization

Greater Boston Area

▪ Combined Abandoned Property procedures for group and individual businesses to ensure consistency and compliance with applicable rules and regulations▪ Served as a liaison with internal business partners and third-party providers to ensure efficient and accurate mailing of quarterly statements and daily confirmations▪ Led the client output services area to maintain effective vendor relations and ensure accurate invoicing▪ Oversaw the business automation group working with key service providers to drive increased adoption of paperless transactions among third party financial advisors▪ Facilitated sales/service roundtable discussions to encourage collaboration among business units

Boston

▪ Launched the “Service Solutions and Cash Control Teams” focused on improving the customer experience▪ Focused attention on the importance of quality, productivity, and service by designing a customer experience model titled “Own the Process, Own the Experience”▪ Reallocated workforce from Boston to Portsmouth and Philippines to reduce costs and improve productivity▪ Created In-Force Manager’s Award to recognize associates for excellence, accountability & leadership

Greater Boston Area

▪ Successfully integrated the Manulife and John Hancock Annuity Claims teams by standardizing processes and setting consistent service level standards▪ Decreased total pending backlog of legacy claims from 673 to 0 over three months▪ Managed, motivated & led team to ensure quality service delivery while adhering applicable regulations▪ Reviewed complex claims to ensure that all adjudication decisions were fair and consistent