*Part of the Global Transformation Office - Operational Excellence Division*Mission: Simplify and harmonize Crawford's global process to reduce complexity and friction, improve responsiveness and enable our work force to do the expert work they do

• Actively recruiting high quality contractors to service client needs and provide successful team guidanceo Leads Seniors in completing needed applications and inquiries timely, despite being the least experienced o Undertook mentoring of 3 new staff, when department was shorthanded, to ensure quality and goals met• Key member of team to bring new commercial service to company, seeking Request for Proposal (RFPs)• Tester for new application program, providing process improvement and writing new department procedure• Master of Ceremony and Coordinator for Expo Hall at International Annual conference• Active Contributor to employee resource groups (ERG) for women in leadership, PRIDE, ABILITY, Diversity

• Triaged and solved escalated Customer concerns and complex technical issues, sole evening ownero Averaged over 100 inquiries per nighto Provided comprehensive daily updates to asynchronous team• Rebuilt SharePoint knowledge site for usability and current updates for Quality Assurance best practices• Mentored new management, supervisors, agents to achieve their best in role

• Charged with daily operations in the 24/7 Assignment dispatch Center of 50 agents, 4 Supervisors, multiple special teamso Exceeded SLA metrics, drove emergency dispatch time down by 66% and non-emergency time by 59%, requeue/call abandonment less than 1%, Customer Satisfaction 4.9 of 5o Launched new Performance based shift bid process, to ensure optimal staffing and reduce overtimeo Drove development of agent KPI scorecard (with Supervisor roll up) for weekly reviewso Reorganized department around special teams, to drive focus to areas of concern, driving KPIs in positive• Created and Presented breakout training sessions at International Conference 2018, 2019 to address performance issues• Oversight of Survey unit, conducting calls into completed and not sold projects, as well as contractors leaving network o Completed monthly deep dive survey analysis to determine root causes positive and negative reviewso Presented findings and recommendations at monthly management meeting for action planning

• Guided high performing teams managing 25k+ assignments for contractors in 50 states for top insurance carrier clientso Coached consistently for potential and according to performance statistics to encourage all representatives to meet their highest potential. This included team member earning multiple internal promotions, Employee of the month nominations and awards, and completion of corrective action plans. o Assembled teams to handled top clients, new services, escalated issues and surveyso Developed new process training and monitored quality assurance of sister department in Philippines o Coordinated Quarterly Leadership Meetings to seek consistency in policy and further company development • Consistent Department Leader in Process Improvement Initiativeso Conducted client office tours and showcased proprietary software benefitso Composed, presented and recorded new surge contractor success trainingo Led testing of new survey tool, logged errors and offered suggestion for value-add improvementso Built Predictive Performance Indictor tool with client guidance to proactively identify problem areas/providerso Evaluated multiple phone vendors to provide guidance for selection of new enterprise communication tool• Active member of Community Relations Committee board, built and maintained SharePoint page

•Promoted from CSR 1 to CSR 2 to Senior CSR during this time• Maintained daily file records & electronic documentation of phone interactions for up to 600 claims simultaneously• Upgraded several regional pilot programs to national implementation by lowering expected return time by 40%• Piloted Social Media launch, Including content creation, research & interactions across 5 channels• Primary coordinator for national temporary housing program and presented to top client regarding implementation

-Answered incoming queries and dispatched on call personnel for prompt assistance-Organized documentation for area student, maintenance, and police activities-Enforced Student Code of Conduct in Housing Area

-Lead communication with parents and students concern opportunities, procedures and inquires-Created and maintained detailed, accurate files for 400+ Honors students-Facilitated Honors scholarship and introduction events, as well as the professor and staff scheduling