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.
• 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

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.
• 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

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