Oversee an organization of 100+ personnel and 25,000+ extended duration disability claims. Partner with internal peers and external vendors to improve claim management practices. Lead employees through business process changes to achieve strong operational and customer service results.

In this role I led an organization that managed ongoing LTD claims and ensured adherence to policies, procedures, and all regulatory guidelines. The team consisted of three VP level direct reports and 100+ indirect reports.

In this role I was responsible for ensuring that organizational goals were consistently being met and that my teams delivered service at the highest level and ran at peak efficiency. I led an organization consisting of three Team Leaders with 30-50 claim managers. In addition, by developing strong partnerships with peers and partners I drove efforts to improve quality, customer experience, and overall performance.

Upon the closure of the office I was in charge of, I was offered the opportunity to take over a portfolio of enterprise clients across the Southeast US. These clients consisted of companies with more than 10,000+ employees each. I immediately set about building strong relationships with these clients and benchmarked customer service against established metrics. I then led my team of 50+ direct and indirect reports with a focus on driving new client acquisition and customer retention best practices.Key Accomplishments:• Strengthened cohesion within team, while providing 100% remote management, by proactively reaching out to establish rapport, and setting regular cadence of communication.• Expedited resolution of customer escalations, instilling confidence in team’s ability to meet client needs.• Saved at-risk clients, by pulling together team, brainstorming solutions, and fast-tracking resolutions to deliver noticeable improvements within 30 days with continued improvement over next 90 days.

Throughout my tenure at Unum, I was offered ever-increasing roles of responsibility and this position saw me leading the West Coast operations while simultaneously overseeing the Benefits account management function that supported 30+ sales offices and all clients nationwide. Key Accomplishments:• Preserved 97% of highly skilled workforce in midst of office closure, by designing talent assessment process and convincing leadership to adopt 100% remote work-at-home process.• Piloted new business model geared toward 80 marquee clients (10K+ employees), leading project team of 10 to build higher touch points and white glove service deliverables. Pilot scaled nationwide in 2020.• Achieved 95%+ of key performance indicators (KPI’s)using innovative collaboration techniques.

As the Regional VP, I oversaw a team of 300+ employees spread across multiple product lines and 3 locations nationwide. Additionally, I had full responsibility over the West Coast organization’s short- and long-term disability (STD/LTD) operations.Key Accomplishments • Improved quality control, co-developing data log warnings with IT to alert user of potential regulatory requirements. Automated warning housed 100+ iterations of Federal, State, and local regulations. • Increased overall audit scores, sustaining high 95% accuracy rate, by streamlining protocols empowering employees with high quality metrics with more autonomy and decision-making abilities.• Enhanced relationships with key stakeholders, serving as point of contact for insurance regulators.• Exceeded both quantitative and qualitative operational goals, developing and implementing innovative strategies to support KPIs.

I joined a talented team of Vice Presidents nationwide and enjoyed the camaraderie within. Through collaboration and deep work ethic, I successfully managed a large West Coast operations of STD/LTD organization. I supervised a team of 150 high caliber claim examiners and found myself partnering frequently with a vast array of disability specialists, managers, AVPs, Nurses, Physicians, and vocational leaders. Key Accomplishments:• Pinpointed and employed productivity enhancements, boosting quality audit scores 20% < 12 months.• Strengthened succession planning, recognizing and developing key talent with stretch assignments. • Helped restructure and align operations post-merger to accommodate influx of 230 new employees, resulting in West Coast operations becoming go-to site for product pilots and other strategic initiatives.

Key Responsibilities and Accomplishments:• Supervised day-to-day operations, performance, and talent development for team of 10 LTD claim specialists charged with managing 700 new and 5,000 open claims annually.• Generated high-performance team culture, laying out clear customer service goals and pursuing tangible team building activities to meet them.• Qualified unit productivity data, reviewed performance analytics, and presented monthly reports of findings with recommendations to upper management• Ensured thorough and efficient resolution of all complaints.

Key Responsibilities and Accomplishments: • Reviewed initial and ongoing claim decisions for team of 10 LTD claim specialists, guaranteeing quality metrics aligned with contract provision and regulatory requirements.• Audited hundreds of claim files during tenure, giving employees feedback to drive continuous improvement.

Key Responsibilities and Accomplishments:• Promoted to lead position after 12 months of hire, due to strong work ethic and business acumen.• Showcased organization and time management, processing caseload of up to 150 complex LTD claims.• Demonstrated commitment to organization, training over # junior staff members.