Assessed operational performance to identify areas for improvement. Created custom reports and visualizations to support decision-making processes. Conducted data analysis to identify opportunities for streamlining client operations and improving customer satisfaction. Collaborated with stakeholders to define project objectives and criteria.• Created and maintained KPI reports for over 700 agents across 7 departments, reviewing current metrics and recommending improvements to accurately measure performance.• Conducted research and analysis to develop model-based solutions to complex operational problems, resulting in an annual saving of over $7M.• Reviewed processes to eliminate inefficiencies, resulting in a monthly labor saving of 120 hours.• Identified and implemented new metric criteria for associates in several departments to better identify associate performance.

Conducted full claim investigations to determine at-fault risk. Negotiated with other involved parties to arrange settlements for maximum results. Mitigated losses and maximized recovery through arbitration. Heard arbitration cases and rendered fair decision based on the evidence provided by all parties.• Top recovery agent and highest success percentage in arbitration, nationwide, recovering over $30M.• Performance Monitor for 75 agents, reviewing claim handling and providing effective and actionable performance feedback.• Certified arbitration panelist with AFI, conducting training for panelist, certifying over 200 agents.

Coached new agents on effective claim handling, ensuring a successful transition to floor goals. Facilitated communications between customers and field personnel to answer questions or resolve concerns. Communicated with customers to provide service updates and resolution.• Selected as a member for a special project team, based on high results, to assist with more difficult situations and aid other departments in implementing road service related projects. • Effectively coached 30 agents and showed improved performance with quality and customer service handling.