Ed B. Email & Phone Number

Lead a team of fourteen senior claims adjusters and one lead senior claims representative. Provide claims service for Genworth policies. Manage a claims block of 11,051 active long term care claims. Duties include hiring, coaching, performance management, handling escalated phone calls, and resolving inquiries from Departments of Insurance from various states. Oversee $6 million a month in payments.● Transformed team into highest performing unit – increased efficiency score by 15% (from 33 to 38) as measured by letters sent, payments processed, invoices entered, and outbound calls made● Exceeded departmental quality goals – achieved 97% vs target of 95% as measured by claims documentation, accuracy of information provided, and accuracy of payment● Upgraded team by successfully performance managing three underperforming associates. Two associates improved performance levels to meet expectations● Achieved exceptional levels of team engagement as measured by annual employee survey ● Shifted team to fully remote work in May 2020 – successfully met Genworth schedule● Resolve escalated calls from customers ● Currently transitioning team to a new computer workflow system (PEGA) to help gain better transparency of our work and streamline payment

United States

Supervised a team of twelve senior claims representatives. Provided claims service for an external financial services company. Duties included management of daily workflow, coaching, training, and handling escalated phone calls ● Resolved and closed out any audit discoveries from third party auditor (Brighthouse)● Monitored the daily activity of 12 senior claims representatives to ensure that productivity was being met● Led group adjudication process as subject matter expert: monitored new hires after classroom training provided coaching and feedback, and approved new hires to join their long-term work teams● Addressed difficult calls escalated by the team, averaged 4 a week ● Served as subject matter expert for the team

Senior Claims Representative, Long Term Claims, January 2018-October 2018Managed eight hundred individual claims in payment.● Managed daily work to ensure all Service Level Agreements (SLA’s) were successfully met ● Resolved difficult calls escalated by the call center ● Analyzed and dispositioned complex claims

Senior Customer Service Representative, Long Term Claims, October 2016-January 2018Supervised 40 customer service representatives across two sites.● Resolved escalated or complicated phone calls for customer service representatives to help reduce handle time. ● Led weekly team meetings to communicate department goals and any updates to standard operating procedure● Provided customer service representatives written and oral feedback to improve performance and minimize risk● Developed relationships across multiple lines of business to work more efficiently and prevent waste● Resolved Service Quality Measurement Group action alert surveys by providing feedback to representative and ensuring the caller’s concern was resolved

Customer Service Representative, Long Term Claims, August 2015-October 2016Resolved customer calls regarding long-term care products.● Assisted customers with questions and concerns regarding long term policies● Assisted policy holders with opening new claims● Trained in Brighthouse, Genworth, and Riversource products to increase product knowledge to better assist more customers

Richmond, Virginia Area

Supervise a quality monitoring operations team of 15 Senior Coordinators.• Perform monthly audits of 15 Senior Coordinators and manage daily production to ensure all key stakeholders obligations are met• Participate in weekly roundtable with internal and external leadership to provide clarity of regulatory infractions• Run weekly team meetings to communicate and identify trends of the departments being monitored • Communicate with multiple departments to facilitate alignment with operations and the Quality department• Forecast monthly call goal to ensure all stakeholders receive the correct amount of monitors

Richmond, Virginia Area

Monitored and provided actionable feedback for phone agents to enhance their communication and customer service skills.• Able to earn trust and overcame objections in third party vendor weekly call listening session which led to increasing the customer service score from 55% to 84%• Created a monthly tracking report used by senior leadership to show customer service trends • Initiated a change in the internal call listening session process which allowed Senior Coordinators to run the interdepartmental sessions to develop presentations skills• Acted as peer coach assisting new team members and interns to develop the necessary skills to perform at a high level • Recognized as a top performer for yearlong performance by senior leadership in engagement and key performance indicators • Won third quarterly award for outstanding performance out of a group of 30 Associates

Richmond, Virginia Area

Resolved delinquent loan accounts on a daily basis.• Developed strong relationships with delinquent customers to ensure payments• Provided thorough and accurate documentation to delinquent accounts to prevent charged offs • Utilized negotiation skills to satisfy difficult accounts

Richmond, Virginia Area

Handled the closing documents in a mortgage operations center• Insured accuracy of closing documents submitted to prevent delays in closing process• Requested information from closing attorney to finalize documentation• Streamlined the filing system to make it easier to locate the hard copies preventing the misplacement of key documentation

Richmond, Virginia Area

Involved in all aspects of operating a used car business with $400,000 of annual revenue• Created internet footprint by developing our website and posting cars online to generate internet sales and leads• Helped secure funding for clients through our lending institutions to close the sale• Bought cars at auction to maintain onsite inventory

Richmond, Virginia Area

Developed new business for a bound Nationwide insurance agent.• Wrote over 250 policies in the first year of business which generated over $150,000 in new business premiums• Handled incoming customer service calls and resolved customer service issues on a daily basis

Richmond, Virginia Area

Managed all aspects of a casual theme dining restaurant• Hired and trained over 45 employees in a full service restaurant• Developed an offsite delivery program which increased store sales by 2.3% monthly• Initiated new ordering systems which led to a reduction in waste by 2%• Led the training program which reduced employee turnover