Collaborated with multiple business units to oversee and implement new business processes, defining project scope, performing analysis between goals and existing procedures, and designing process improvements to increase productivity and reduce costs. Expertly managed various projects and project teams, performing continual analysis to support continuous improvement efforts. - Optimized the Underwriting Quality Assurance audit questionnaires across all P&C lines of business, effectively streamlining and standardizing downstream processes and reporting.- Analyzed large quantities of policy data using various data capturing systems, including Excel, SAS and Tableau. Constructed reports of findings and presented recommendations to Executive Leadership and impacted stakeholders.- Designed, implemented, and executed a quality and audit process intended to measure associate compliance and adherence to newly established policies and procedures. - Managed urgent requests and projects on tight deadlines, always providing a high level of documentation and improving the process flow wherever possible.

Led and directed a team of 14 associates. Managed complex files as a Team Lead and Subject Matter Expert, facilitating projects and process improvement efforts. Functioned as the team’s core trainer, spearheading various skill development efforts. Collaborated across business lines to identify, develop, and implement several large-scale projects and change management initiatives.- Provided high-level consulting services to leadership focused on strategic planning and talent management efforts, including interviews and talent selection, quality analysis and performance management, training and development, coaching, and employee engagement.- Optimized business processes, onboarding programs, and training portfolios, resulting in an increase of $16 million over recovery targets through 2018.- Designed and implemented the onboarding and training program for New Hires; developed three comprehensive training manuals.

Completed detailed reviews of commercial insurance policy language and related claim documentation and used to audit invoice information to ensure accurate and appropriate deductible billing.- Garnered extensive expertise in policies regarding payments, account charges and policy offerings in order to properly process orders and payments in a timely manner while still retaining customers and maintaining high satisfaction rates.- Recognized as an exceptionally high-performing individual contributor, leveraging policy information to maximize balances recovered, with individual recoveries totaling over $3 million.- Nurtured and maintained complicated relationships by listening attentively and using tact and diplomacy to find a common ground with policyholders and achieve win-win outcomes.- Established and led the department Philanthropy Committee, a diverse and motivated team which successfully facilitated department-wide team building efforts and philanthropic engagement activities within the community.

Analyzed consumer credit applications, utilizing application information, credit bureau reports and account behavior to balance risk and profit and appropriately lend shareholder capital. Adhered to corporate lending philosophies, Fair Lending principles and federal guidelines.- Employed several comprehensive fraud prevention systems and techniques in order to successfully assist in the verification analysis of new applications.- Improved employee engagement and boosted individual and team performance through the development and direction the C.A.R.E. Team; through its efforts calls resolved faster and fewer quality errors occurred.- Demonstrated exceptional customer service in a busy, fast-paced call center environment, always maintaining high customer satisfaction ratings.

Investigated complications in settlements, serving as a liaison between clients and creditors.• Negotiated settlements with creditors, collections agencies, and law firms on client behalf• Performed quality and compliance reviews on settlement submissions• Processed settlement payments and negotiate settlements on clientbehalf• Processed all physical, time-sensitive, and confidential client documents