My specialty areas include: business operations management, change management, process improvement, performance management, customer service, problem solving, relationship building, vendor and account management, records management, training and talent development.

Developed and led multiple teams within the operations department with outstanding results. Managed all operations, including check print control, centralized claim document processing, records management, image services, vendor management and mail center. Coordinated and collaborated with all other company departments and multiple vendors to ensure issues are solved, processes completed and projects were implemented. Strong leadership abilities emphasizing talent development and retention.

Managed a highly audited and centralized check disbursement and reconciliation process, printing up to 5,000 checks a day. Designed, documented and implemented sustainable internal controls to address relevant key risks within various process areas. Additionally, managed claim check, document print and records management teams. Chosen to join transition teams to support operational processes during the transition from Bank of America to QBE. All processes transferred successfully, meeting all customer and internal SLA’s. Responsible for analyzing and reconciling offsite storage cartons for entire insurance division.

Managed the inbound call center servicing over 200 clients. Provided overall direction, relationship management, and guidance to achieve client service standards and company strategic initiatives. Accountable for managing team’s daily productivity, employee growth, development and coaching for internal team of up to 60 + multi-lingual employees.