Melissa Muy Email & Phone Number

Toronto, Ontario, Canada

• Review national workflows to ensure adherence to national contract with key accounts• Cross regional trend analysis to identify anomalies, deficiencies and improvement opportunities• Implementation of redesigned workflow processes that resulted in improvement on client KPI’s• Ensure consistent and transparent communication maintained with internal and external stakeholders• Revenue assurance through daily review of client invoices to ensure accurate billing and rates• Collaboration with the IMS team to triage and distribute new claims to the appropriate regional hub

• Managed top insurer business with a revenue stream of over $20M• Responsible for developing strategies to drive outcomes by measuring national account performance and communicating the results to insurers/internal stakeholders • Managed team of Coordinators, Account Managers and Analysts; re-structuring teams as needed to create efficiencies, improved span of control and streamlined structure • Designed national insurer accounts; work flows, set up, recommendation and administration onboarding of new insurer accounts, management and implementation of contract amendments • Collaborated with VP Process Management, Regional Operations and Sales to identify and implement cost/indemnity saving opportunities for national insurers• Oversaw the centralization of claims intake and triage of national insurers to ensure adherence to client expectations

• Determined a need to establish new processes to transform the business into a more efficient operating model• Proven results in financial management; increased account revenue from $1.4M to $1.7M within one year and management of account receivables with less than 5 percent aged over 90 days• Increased sales and improved client management; developed stakeholder confidence and rapport, maintained stakeholder involvement by facilitating quarterly stakeholder meetings to discuss success and opportunities for improvement and established system of data collection to proactively measure and report on KPIs beneficial to client and team development• Effective team management of 16 agents across lines; developed more efficient team and increased employee satisfaction by cross-training skill sets, stabilizing team by reducing employee turnover and provided structured processes to ensure regular and consistent employee performance and salary reviews

• Independently managed a high performing personal line claims unit responsible for one third of all RBC auto claims across a number of provinces with differing regulatory requirements (Ontario, Alberta and the Atlantic Provinces)• Applied detailed analytics and “big picture” thinking; synthesizing and communicating issues, risks and complex information, being proactive in detecting and monitoring business trends• Led team that consistently excelled in achieving customer satisfaction (+90%) as indicated through external RBC surveys; addressed client feedback and identified opportunities to enhance client experience• Demonstrated leadership through business development initiatives, providing subject matter expertise for various projects• Designed, developed and monitored internal processes for regulatory compliance and fraud investigations, development and monitoring of internal processes for regulatory compliance and fraud investigations• High performer and valued team member; RBC Performance Cruise Winner (2009) and RBC Performance Quarterly Winner (2008)

• Provided efficient claims handling, maintaining a 73 % closing ratio per month on 7 day objectives• Handled automobile insurance claims throughout Ontario, East Coast, Alberta and United States• Investigated and ensured claims were handled and processed in accordance with Provincial regulation; delivered superior customer service during claims experience• Collaborated with the Claims Branch Manager to train, mentor less tenured staff and assisted in the escalated compliant resolution protocol• Cost benefit analysis and budgeting in order to reduce costs for the department; evaluated risk of current claims in order to minimize future exposure• Developed and executed several processes that enhanced efficiency of internal operating procedures

Fellow Chartered Insurance Professional (Fcip)

Chartered Insurance Professional Certificate (Cip)

Honours Bachelor Of Arts, Economics

Recipient of Universal Studios Scholarship for 4 consecutive years