• Developed detailed business process models to accurately document current-state processes, identifying areas for enhancement and optimization.• Implemented a robust project management framework, ensuring meticulous tracking of project milestones and the establishment of Entrance and Exit criteria.• Developed and maintained a comprehensive decision log, providing transparency into critical project decisions.• Conducted impact assessments to gauge the implications of project changes… Show more • Developed detailed business process models to accurately document current-state processes, identifying areas for enhancement and optimization.• Implemented a robust project management framework, ensuring meticulous tracking of project milestones and the establishment of Entrance and Exit criteria.• Developed and maintained a comprehensive decision log, providing transparency into critical project decisions.• Conducted impact assessments to gauge the implications of project changes on various aspects of the organization.• Utilized Use Cases to guide the development and testing phases, ensuring alignment with project objectives.• Employed Root Cause Problem-solving techniques to address challenges and enhance project outcomes.• Facilitated brainstorming sessions to encourage innovative solutions and ideas, fostering a collaborative and dynamic project environment.• Documented and disseminated best practices related to business processes, fostering organizational knowledge sharing and a culture of continuous improvement.• Participated in workshops with key BI and PI team members to collaboratively design future-state requirements for Billing and Payments, ensuring alignment with organizational goals.• Collaborated with PI Tech teams to support the design and implementation of solutions emerging from identified requirements.• Conducted stakeholder interviews to comprehensively understand the impact of proposed change on customers, employees, and other stakeholders; and obtain their buy-in. Show less

• Demonstrated strategic prowess by effectively prioritizing the Billing and Payment backlog for both Commercial and Personal lines segments, showcasing a keen ability to optimize workflow efficiency and enhance customer satisfaction.• Provided comprehensive billing support across diverse lines of business, including Agency Bill, Loss Sensitive, Direct Bill, Bond, and Specialty products.• Facilitated efficient billing processes for a wide range of products, contributing to streamlined… Show more • Demonstrated strategic prowess by effectively prioritizing the Billing and Payment backlog for both Commercial and Personal lines segments, showcasing a keen ability to optimize workflow efficiency and enhance customer satisfaction.• Provided comprehensive billing support across diverse lines of business, including Agency Bill, Loss Sensitive, Direct Bill, Bond, and Specialty products.• Facilitated efficient billing processes for a wide range of products, contributing to streamlined financial transactions and customer interactions.• Successfully led the migration of Navigators from Agency Bill to Direct Bill, showcasing expertise in navigating complex transitions and ensuring operational continuity.• Collaborated seamlessly with Third-Party Administrators (TPAs) and the Tech teams to successfully onboard new clients, ensuring a smooth and efficient transition process.• Played a pivotal role in supporting, redesigning, and implementing Business Insurance Direct Bill Invoice, contributing to enhanced billing efficiency, improved customer experience, and accuracy.• Supported developers through sprint planning sessions, daily stand-ups, retrospectives, demos.• Participated in design reviews to ensure that proposed solutions meet both functional and non-functional requirements.• Collaborated with stakeholders, development teams, and business users to define product features. Show less

• Let successful implementation of multiple process improvement initiatives and strategies, resulting in enhanced efficiency and effectiveness in Business and Personal Lines Billing and Payments Billing Systems and Operations.• Identified operational process improvement efficiencies for both Business and Personal lines Cash Operations, Collections, and Business Centers• Developed new tools and technologies to optimize Cash operations workflow including the introduction of SharePoint for… Show more • Let successful implementation of multiple process improvement initiatives and strategies, resulting in enhanced efficiency and effectiveness in Business and Personal Lines Billing and Payments Billing Systems and Operations.• Identified operational process improvement efficiencies for both Business and Personal lines Cash Operations, Collections, and Business Centers• Developed new tools and technologies to optimize Cash operations workflow including the introduction of SharePoint for workload management and PEGA.• Successfully implemented changes, resulting in enhanced productivity and a more streamlined Cash operations environment.• Attained Green Belt Certification for significantly increasing Business Insurance Payment Self-Service Containment in Online Portals and IVR, showcasing expertise in Six Sigma methodologies.• Played a key role in coaching and mentoring other to achieve Yellow and Green Belt Certifications, contributing to a culture of continuous improvement and skill development.• Supported the Credit Card Fee Strategy and Filing needs• Collaborated with stakeholders to ensure process improvements are aligned with organizational goals.• Used process mapping to holistically assess business processes and determine opportunities for improvement. Show less

• Led a dynamic team of 10+ employees responsible for supporting Claim’s billing, lien handling, penalty and interest, and Medicare solutions, catering to all lines of business in both Personal and Business Insurance.• Gathered and documented evidence to support court proceedings.• Resolved escalated customer issues by providing effective solutions in a timely manner.• Successfully supported the implementation and migration to Guidewire Claims Center, ensuring a seamless transition… Show more • Led a dynamic team of 10+ employees responsible for supporting Claim’s billing, lien handling, penalty and interest, and Medicare solutions, catering to all lines of business in both Personal and Business Insurance.• Gathered and documented evidence to support court proceedings.• Resolved escalated customer issues by providing effective solutions in a timely manner.• Successfully supported the implementation and migration to Guidewire Claims Center, ensuring a seamless transition and minimal disruption to operations.• Automated multiple manual processes, including the migration of email boxes, through the implementation and support of GW Claims Center, resulting in increased operational efficiency.• Developed and implemented metrics and reports to provide team visibility into performance, enabling informed decision-making and goal achievement.• Identified gaps in offshore processing, leading to the creation of Policy Center training materials and facilitation, resulting in improved claim turnaround time and offshore AHT.• Established streamlined procedures to enhance the overall efficiency of the claims process.• Provided technical support to staff members regarding system upgrades or changes in procedures, ensuring a smooth transition and continuous productivity.• Collaborated with other departments to identify and capitalize on opportunities for continuous improvement, fostering a culture of innovation and collaboration. Show less

• Oversaw and effectively managed the workload of the Middle Market Account Manager, Rater, and Endorsement teams, comprising 100+ employees.• Coordinated and directed tasks for various lines of business, including Construction, Loss Sensitive, Captives, and Wrap-Up, ensuring smooth operations and adherence to organizational goals.• Provided comprehensive support across all lines of business, including Worker’s Compensation, Property, General Liability, Inland Marine, Ocean Marine, and… Show more • Oversaw and effectively managed the workload of the Middle Market Account Manager, Rater, and Endorsement teams, comprising 100+ employees.• Coordinated and directed tasks for various lines of business, including Construction, Loss Sensitive, Captives, and Wrap-Up, ensuring smooth operations and adherence to organizational goals.• Provided comprehensive support across all lines of business, including Worker’s Compensation, Property, General Liability, Inland Marine, Ocean Marine, and Umbrella, contributing to a holistic approach in meeting organizational objectives.• Acted as a pivotal liaison between business units, Quality teams, and Process owners to facilitate seamless communication and collaboration.• Orchestrated effective communication channels among various stakeholders, ensuring a shared understanding of goals and objectives. Show less

• Provided support to Underwriters regarding policy issuance or endorsement requests.• Managed the team's workload and navigated business seasonality to meet tort timelines and compliance requirements consistently.• Developed and implemented a Net Rate tool to enhance the management of rate increases, resulting in improved turnaround times for Underwriters, UA's, and Raters.• Supported various lines of business, including Worker’s Compensation, Property, General Liability, Inland… Show more • Provided support to Underwriters regarding policy issuance or endorsement requests.• Managed the team's workload and navigated business seasonality to meet tort timelines and compliance requirements consistently.• Developed and implemented a Net Rate tool to enhance the management of rate increases, resulting in improved turnaround times for Underwriters, UA's, and Raters.• Supported various lines of business, including Worker’s Compensation, Property, General Liability, Inland Marine, Ocean Marine, and Umbrella, contributing to a comprehensive understanding of diverse insurance domains.• Developed strong relationships with Underwriter, Brokers, and Agents to facilitate efficient transaction processing.• Educated agents, customers, and brokers on available billing options, ensuring clarity, and promoting informed decision-making.• Maintained accurate records of all transactions including policy documents, endorsements, cancellations.• Assisted in the training of new employees on underwriting processes and procedures.• Handled escalated customer inquiries quickly and efficiently while maintaining excellent customer relations.• Generated quotes based on customer profiles utilizing rating software programs. Show less

• Answered Small Commercial and Middle Market customer inquiries, billing and provided accurate information regarding products and services.• Worker’s Compensation Criticism Coordinator, managing WC policy corrections to ensure compliance with State POCs and NCCI. • Supported all lines of business Worker’s Compensation, Property, General Liability, Inland Marine, Ocean Maine, and Umbrella• Answered incoming calls and emails, providing frontline customer support or assistance with… Show more • Answered Small Commercial and Middle Market customer inquiries, billing and provided accurate information regarding products and services.• Worker’s Compensation Criticism Coordinator, managing WC policy corrections to ensure compliance with State POCs and NCCI. • Supported all lines of business Worker’s Compensation, Property, General Liability, Inland Marine, Ocean Maine, and Umbrella• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.• Assisted customers with billing, endorsement, and other means of policy support.• Developed strong relationships with customers by providing personalized assistance and support. Show less