Lead Workforce Management Program for Consumer and Small Business lines of business including Customer Service, Fraud and Claim Management, and Back Office Operations.

Built and led a diverse team of over 100 employees including 10 first -level leaders responsible for strategic workforce management, analytics, reporting and digital solutions for managing the Claims organization workforce.• Managed the design, development, and implementation of a Claims-wide scheduling, time off, and workforce management system that saved $3.2 million in vended licensing costs• Created strategies and approaches to provide business results by offering actionable intelligence, data, and reporting solutions to drive improvement for key workflow driven metrics.• Led and directed partnerships with key business partners and area leaders to foster data driven decisions with timely, accurate, and relevant information

Built, developed, and led a team of employees to centrally direct work to the correct resources, monitor work queues, determine and execute adjustments to best meet the service expectations of customers, body shops, and claimants.• Determined staffing requirements utilizing data driven decisions, strategies for staffing, coordinating work stream adjustments for 600+ exempt adjusters and 100+ non-exempt employees and partnering with site leaders to adjust staff tomeet business goals and objectives for the best customer experience.• Collaborated with other workflow teams on best practices, deploying new processes and technologies, and finding new solutions to more efficiently complete work and achieve business goals.

• Lead a team of employees responsible for the analysis and reporting of operational and call center reporting in areas of employee performance, claim handling, compliance reporting, and workforce management. • Develop reports for senior management on the overall performance of business segments and recommendations to meet future business goals based on individual analysis and management input• Develop metrics to measure various characteristics of the business to replicate and improve current measures and create new metrics and ways to view and analyze results• Support management in researching, developing, implementing and monitoring call center strategies• Develop, customize and maintain technologies to enhance call center and claim handling activities including voice call routing, workforce management and metric reporting solutions• Determine staffing requirements, strategies and opportunities for improvement and communicating to site and organization leaders for over 1600 call center employees• Manage vendor relationships, schedule and coordinate staffing requirements

• Lead a team of operational support employees responsible for call center technologies, reporting and analysis of call center and claim handling metrics, strategic staff planning for inbound and outbound call patterns.• Develop reports for management on the overall performance of business segments using a variety of tools and or programming languages (Excel, Access, SQL, Business Objects)

• Direct a team of operational support assistants in supporting call center practices, reporting, and workforce operations• Provide objective, timely, accurate reporting analysis of office, team, and individual performance results.• Develop, implement and maintain technologies to enhance claim handling and leadership functions across multiple platforms

• Monitor and troubleshoot call center and claim technologies and act as point of contact for call center employees experiencing technical problems• Monitor real-time call center employee schedule adherence utilizing applications such as Avaya, Aspect, and Witness.• Compile local call center statistics from source materials, such as production, quality or claim handling data for local site leaders and managers• 2005 Distinguished Performance Award Recipient

• Provide excellent customer service to customer calling to file new insurance claims and asking questions related to existing claims working in a call center environment as part of a team of professionals

• Support Computer and Media Specialists in coordinating and maintaining computer and media equipment. • Train and support staff on computer and media technologies within the school• Design and implement bookstore, financial, and other technological systems

• Support Mergers and Acquisitions department with corporation and industry research and trends• Assists in creating analytical industry comparisons and presentations for merger and acquisition deals• Professionally print, bind, and distribute analysis presentations