Client-facing project manager for two life insurance carrier clients. Leading both technical and non-technical projects with international cross-functional teams.

Led the roll out of two new products – one with a direct-to-consumer model and another product featured in both our B2C and B2B2C marketplaces.I managed the transition from e-signature to voice signature for one of our products which included working with Product, Life Fulfillment, Life Sales, Quality, and our Carrier Relationship team. Achieving a 21% increase in conversion from the previous year.

Life Case Management, June 2022 - Nov 2022Oversaw a small group of associates who handled existing business requests. I created new processes which allowed us to prioritize time sensitive requests and introduced more templated language in order to drive the team's efficiency. During this time, the team was able to remain within SLA.Created a monthly playbook for our Case Management leadership team to drive conversion across the funnel.Property & Casualty Case Management, Nov 2021 - June 2022I managed up to twelve direct reports including processing timecards, performance coaching, and weekly one-on-ones. My reports became the top performing group on our team with the two top performers by volume (quotes completed) and three top performers by premium all reporting to me. Additional duties included conducting phone screenings and hiring manager interviews, managing work assignments, and serving as a subject matter expert for our internal CRM system.

Life Operations, Customer SuccessI was a go to resource for members of the Life Operations team, including Senior Leadership. I audited approved policies in order to provide feedback to internal and external stakeholders. In addition, I created communications for client and carrier partners on our internal CRM system and organized filters for our general inbox to ensure prioritization of action items. Beyond my usual duties, I was also frequently tasked with high priority short term projects.

Life Operations, Customer Success I developed and implemented processes within the Customer Success team. I mentored more junior team members and frequently collaborated with teams across life operations. Further, I partnered with our carrier partners to ensure a smooth customer experience throughout the process.

Life Operations, Customer SuccessProcessed paperwork for accuracy and educated clients on their policies via SMS, emails, chats and calls. I successfully maintained a large case load using prioritization while maintaining quality through attention to detail. Additionally, I was involved in the training of new hires.

I conducted brand compliance audits at a range of locations across the country including airport lounges, school dining halls, corporate cafes, hotels, and conference centers. Delivering feedback and sharing best practices with location managers.I participated in several other projects including acting as a brand ambassador for a multinational retail chain during their roll out of a mobile scan system and performing administrative duties for a Title Insurance auditing team.

Global Transactions ProcessingI ensured trade information was correct and worked efficiently to process trades and wire transfers by deadlines using a variety of systems. I utilized Microsoft Excel to track, sort and record the status of these trades. In addition, I assisted in recruiting and training new employees in the company's systems, policies, and procedures.