Meazure Learning aquired Examity on September 1. Excited for future challenges!

Responsible for implementing a unified QA strategy across internal and third-party operation centers, as well as for driving improvements to key metrics, managing and scaling the internal QA team while partnering with stakeholders to effect positive change in processes, behavior, training and technology.

* Develop high-performing teams with a clear expectation of excellence* Interview, hire, onboard, train, guide, supervise Payroll Operations staff * Overseeing established controls are followed daily for Payroll Deductions (Garnishments/Levies, Union Dues, etc.), Workers’ Compensation administration, and Regulatory Reporting processes to ensure the operations is functioning efficiently and effectively* Manage departmental vendors including monitoring and invoice approval* Manage operational measurements, tracking and trending results of team members and direct reports* Partner with department manager on tracking, trending and critical analysis of operational metrics to identify the root cause, and provide lean and quality-driven process* Ensure spreadsheets with analytical and performance data around operational metrics are maintained* Capture and identify improvement, automation and standardization opportunities* Address escalations and challenge areas of operational teams* Work with cross-functional teams in implementing process and system changes* Prepare / modify standardized Process and Procedures, resources, training, Performance Index, and compliance documents* Interface with internal / external partners at all levels* Develop connections among operational departments, including various role and leadership positions* Complete regularly scheduled one on ones and check-ins with direct reports to include coaching, development, goal-setting, accolades, mentorships, warnings and PIPs when applicable* Create work schedules and make miscellaneous decisions related to direct reports* Project a professional demeanor; maintain a positive attitude and team player orientation

Responsible for leading and managing a team of 16 Content Claims Managers. Monitor team to achieve operational success metrics of quality, capacity, accuracy improvement and cycle time. Partner with peer operation leaders and account teams to identify problems, assist with root cause analysis and work towards identifying opportunities and defined targets. Create and present weekly reports on key client accounts. Provides technical direction and expertise to the team on the Enservio platform. • Streamlined the delivery process to ensure clear and accurate communicate was included on every claim delivered to the client• Chosen to oversee the onboarding of top new clients to ensure accuracy in the process as well as exceptional customer service• Chosen to join collaborative team to create a Claim Management Handbook

Agero, formerly Cross Country Automotive ServicesManaged multi-channel focus department in ensuring all company avenues provide the same excellent service. Established and maintained standard operating procedures and worked closely with all departments to ensure that process changes were implemented to meet all stakeholder needs – clients, providers and internal customers. Communicated these procedures to clients and vendors to ensure full compliance and understanding. Consistently reviewed and improved standard operating procedures to improve efficiencies and increase satisfaction of all involved parties. Oversaw escalations for all external channels while working with internal clients to ensure full resolution. Coordinated the daily queue of complaints and assigned workload through Salesforce based on client, zone, and type of complaint. Ensured assignments are balanced and completed. Prioritized case volume to encourage team members to stay task focused and maintained a positive working environment and employee satisfaction. Managed staff, including interviewing, hiring and training of employees. Planned, assigned and directed work, appraised performance and rewarded or disciplined employees as needed. Assisted in the reorganization of the department into Customer Recovery. Aided the launch of the Clarksville, TN location.

Tracked and documented roadside service experiences and provided full resolution to customers who had complaints. Compiled data for weekly client reports about each issue and appropriate resolutions regarding complaints and damages. Worked closely with Client Service Managers and other departments to investigate customer complaints and reach fair and appropriate resolutions. Developed strong professional client relationships to instill confidence that Agero will align with them as a seamless extension of their brand in their customers’ eyes.

Oversaw daily operations and staff of the Eastern Massachusetts call center, ensuring that calls were answered and servicemen were dispatched to provide replacement glass services throughout the region. Hired, developed and trained call center associates. Monitored and trained staff on call scripting and proper procedures for correctly identifying and selecting glass per vehicle specifications. Responded as first point of contact to customer complaints and warranty issues. Ensured staff compliance to company policies, programs and change initiatives. Maintained flexible workforce to increase or decrease call center staff according to customer demand, keeping call loss to a minimum and consistently below corporate average. Maintained a zip code system to ensure technician dispatching accuracy.

Managed a fast paced consulting firm, monitoring all aspects of day to day operations. Managed Human Resource functions, including payroll and benefits. Developed and implemented formal office polices establishing standards and procedures for all office personnel. Created a new accounts receivable process to track outstanding invoices. Produced and executed a mailing program for quarterly subscriptions to reduce overall mailing costs by 30%.

Oversaw daily operations of the rental branch office, including but not limited to monitoring fleet inventory and general maintenance. Supervised and developed a team of five employees, including management trainees, customer service representatives, interns, and service agents. Reported and collected on current and past due account receivables. Managed customer files by working with insurance companies, auto body shops, car dealerships and corporate accounts on a daily basis in order to provide seamless rental processes. Marketed to key customers and managed their accounts. Created value in company products and services in addition to basic rental agreements for every customer.