• Managed Incoming/Outgoing mail inventory for 13 employees to ensure a turn-time of 24 hours.• Developed and Mentored 13 employees to meet and surpass departmental goals to include all performance plans and annual evaluations.• Created a new on boarding process that helped the new hires exceed their ramp up by 50%.• Implemented a new streamline process that saved seventy thousand dollars a year.• Calibrated monthly metric reports to define any discrepancies with our business partners. • Analyzed production metrics to increase performance and make any necessary process improvements for standard efficiencies.• Defined areas for process improvements and presented the cost benefits of implementation to include automating optical character reading. • Forecasted daily, weekly, monthly, incoming workload volumes for staff capacity planning. • Maintain a high level of standard workload balance according to company regulated SLA’s.• Streamlined production SLA by 50%.

• Designed and implemented new forms and letters for our business partners, simplified the process by combining 3 forms into 1 streamlined form. • Conceptualized and designed the infrastructure for the new documents management system for the enterprise, once completed also performed testing and did internal training sessions. • Created workflows and automated the procedure for the legal team to standardize the Correspondence Approval Process (CAP) to create structure and versioning for all enterprise wide letters and forms.• Evaluated outgoing customer correspondence for trend analysis to improve the customer experience. • Coordinated monthly, quarterly, annually ‘Desk Mail Audits’ and present my findings to our business partners.• Collaborated between business units, vendors and field agents to ensure proper communication was being provided by the enterprise and if not would work with said parties to reevaluate the correspondence. • Compiled the operations bi-monthly newsletter.• Analyzed and interpreted call data and quantified them to accurately define customer metrics for improvements, which led to redesign of the customer call center and examiner processes.

• Created various reports in BI, and automated several other manual reports for forecasting and key performance indicators.• Categorized and investigated performance trends for improvements.• Regulated automated workflow reporting standards.• Managed quality and standard workflow reporting redesign processes.• Promoted onshore/offshore relationships between teams by having daily calls. • Outlined business strategies for prioritization of workload for long term versus short term and ROI.

• Processed complex customer request, policies that had to be completely re-written and calculate new premiums. • Coordinated communication with the agents to ensure proper messaging was received by the clients.• Maintained all error and auditing logs from the systems. • Achieved weekly calls with offshore vendors and created action plans.• Instituted Daily/weekly training with peers and offshore vendors, exchange program.• Authored training documentation for systems processes and all policy maintenance. • Supervised the Duplicate Policy Project from paper to electronic format, managed third party vendor and temp staff during the project, cost benefit of 4 FTE’s and automated for the enterprise.