Management of outsourced subrogation programs for property and casualty insurance companies, including workers’ compensation.

Property & Casualty Solutions

Promoted to a key leadership role building strong relationships with clients and overseeing SLA compliance. Guide and lead teams in analysis and management of client portfolios, driving strategy development and implementation steering team’s success in surpassing clients’ expectations and forecasts in sales and business growth. Conducted ongoing and detailed business analysis to identify trends and new opportunities in ecommerce/supply chain management. Established and sustained strong relationship with clients, efficiently communicating and regularly updating them on status of the account, including conducting quarterly reviews at clients’ corporate headquarters. Manage the activities of Client Services analysts including set priorities, meet deadlines and organize projects. Maintain and report Client Services performance metrics and manage the team to establish goals and operational standards. Collaborated closely with internal cross-functional teams to troubleshoot and resolve business issues. Travel: 25-30%CLIENT SERVICES MANAGER (2013 – 2015)Provided astute management of client accounts, establishing a unified customer experience through effective liaison and coordination with fulfillment operations. Efficiently managed fulfillment execution including ensuring high-quality and cost efficient service delivery.  Planned and managed full lifecycle of multiple improvement projects and initiatives Worked with cross functional teams within the organization to ensure client requests or issues are developed and addressed appropriately. Acts as a point of escalation for clients.Managed client supply chain including, but not limited to cycle count results, data gathering, analysis and reporting of quality metrics.  Achieved more than 50% reduction in client expenses as part of client Net Promoter Score Feedback. Developed a Client Visitor’s Guide for the DC to improve management of onsite client presence.

 Driving company growth in core businesses where SVS had high share (Top 30 accounts) while cultivating relationships with smaller clients in multiple industries. Elevated company net promoter scores from -8 to 45 over the course of four years (40 is recognized as world class service); ensured the swift resolution of customer issues to preserve client loyalty while complying with company policies. Recognized a “go to person” within the organization for industry knowledge, system functionality and client operations among direct reports, peers and senior leadership. Expertise led to several years of speaking engagements at the annual Client Conferences.  Created a Shared Services team to manage small business accounts, which offered quicker service and one call resolution to clients. Creation of operational standards, process improvements with peers to ensure customer satisfaction.  Mentor to employees of my team (9) and other department team members; day to day guidance to account management team. Excellent presentation and interpersonal skills with internal/external clients. Contract negotiation and RFP/RFI experience Travel 25-35%

 Proactive communication of day to day program management milestones; escalation point for service issues. Monitor and manage the terms and conditions of customer contracts; focus on client retention in conjunction with the respective Client Development Directors. Maintain up to date knowledge of company prepaid products and services; awareness of industry trends and new product developments in the prepaid market. Strong negotiation skills to gain support for client issues and effectively manage competing priorities. Document client meetings, card production activities, project implementation and issue resolution. Conduct conference calls, webinars, on site business reviews, product presentations. Focus on client training and education as with the gift card program owner and other financial and marketing team members that touched the gift card program. Travel 20-30%Production Control Manager (2001-2002)Responsible for managing vendor schedules for customer gift card orders; regular meetings with team members and vendors to maintain on time delivery of prepaid products and services. Led a work environment that supported teamwork with various other departments to produce prepaid products for 60+ customers to make sure all products functioned at the point of sale.  On site manufacturing visits to Tier I & II vendors to ensure that all product sourcing, quality requirements and best practices in both plastic/paper production were followed.