Responsible for all service activity for our small group, large group and NYC accounts. • Successfully implemented production and quality standards that resulted in 15% improvement in productivity with a quality rating that consistently exceeded corporate standards. • Responsible for leading a team to deliver service excellence to our customers. • Improved each measurable category of telephone performance including average speed of answer by 20%, percent of calls answered by 7% and calls resolved on contact by 14%. • Collaborated with the various support area leads as well as out IT team to identify opportunities for improvement. • Implemented service level agreements and workflow changes that resulted in a reduction of customer abrasion. • Lead the development and implementation of our Broker Portal system to allow on line submission of small group proposals, roster management and related activity for our selling agents.