Hillary Moore Email & Phone Number

Amarillo, Texas, United States

As AVP of Operations/Agent Licensing and Commissions, I directed budgets and end-to-end operations for 80 managers and employees, including employee engagement, performance evaluations, disciplinary actions, and staff hiring and terminations. I am entrusted with overseeing licensing compliance, making informed decisions on complex cases, driving continuous improvement, and supporting financial partners in rolling out new products/programs and streamlining business activities.Among my… Show more As AVP of Operations/Agent Licensing and Commissions, I directed budgets and end-to-end operations for 80 managers and employees, including employee engagement, performance evaluations, disciplinary actions, and staff hiring and terminations. I am entrusted with overseeing licensing compliance, making informed decisions on complex cases, driving continuous improvement, and supporting financial partners in rolling out new products/programs and streamlining business activities.Among my notable accomplishments, I:• Led the debt recovery team in recovering over $20M in debt in less than two years.• Improved and maintained debt by 80% through strategic debt recovery process management.• Ensured fulfillment of service level standards by strategically managing workflow and fostering engagements with the new business operations team.• Nurtured staff capabilities and intuitive skills to resolve business needs, increase customer satisfaction, and strive for operational excellence.• Enhanced customer and advisor interactions by fortifying strong relationships with operations leaders, legal, compliance, product management, and distribution units.Yielded cost and resource efficiency by presenting several automation ideas.• Transitioned a business block from another AIG company by defining new workflows and system enhancements.• Launched new products and commission programs within a speed-to-market environment.• Transformed designated team members into highly capable managers through coaching and mentorship.• Steered a project to transition processing efforts to a third-party vendor, including training plans and documentation. Show less

Amarillo, Texas, United States

Led employee engagement, personnel, budgets, and daily operations for 65 managers and employees, comprising performance evaluations, disciplinary actions, hiring, and terminations. My key responsibilities included: articulating workflow processes, overseeing monetary distribution processes, ensuring retirement plan management, and ascertaining sample criteria for audit purposes with internal/external auditors.Below listed are a few of my key achievements:• Championed change to… Show more Led employee engagement, personnel, budgets, and daily operations for 65 managers and employees, comprising performance evaluations, disciplinary actions, hiring, and terminations. My key responsibilities included: articulating workflow processes, overseeing monetary distribution processes, ensuring retirement plan management, and ascertaining sample criteria for audit purposes with internal/external auditors.Below listed are a few of my key achievements:• Championed change to enhance a web-based processing tool offering client-initiated monetary distribution requests and processing through the company's website.• Improved straight-through processing efforts by over 40% through systems requirement specifications.• Transitioned business administration from another AIG site to the related department, managing projects to outsource resources in the Philippines.• Maintained optimal service level standards through workflow management and global partnerships. Show less

Amarillo, Texas, United States

As Associate Director/Client Care Center, I managed employee engagement, personnel, budgets, and daily operations for 125 managers and full-time/contract employees, encompassing performance evaluations, disciplinary actions, hiring, and terminations. A small section of my noteworthy accomplishments include:• Led a staff monitoring calls for quality to identify training gaps and production issues raising call volume.• Improved Average Speed of Answers by 10 seconds through no-ring… Show more As Associate Director/Client Care Center, I managed employee engagement, personnel, budgets, and daily operations for 125 managers and full-time/contract employees, encompassing performance evaluations, disciplinary actions, hiring, and terminations. A small section of my noteworthy accomplishments include:• Led a staff monitoring calls for quality to identify training gaps and production issues raising call volume.• Improved Average Speed of Answers by 10 seconds through no-ring system deployment with the telephony team.• Transitioned four Contact Center teams from Houston, TX, to Amarillo, including newly introduced products training.• Improved processes and call routing by collaborating with AT&T, Avaya, and NICE vendors.• Coached management staff that survived the 2008 financial crisis despite a daily call volume of 120K in the contact center. Show less