Pamela Ferris Email and Phone Number

Managed claim professionals handling first notice of loss of claims in a fast-paced environment using Six Sigma principles. Collaborated with peers, leadership, and business partners to enhance customer service. Conducted daily meetings to provide daily goals. Kept team apprised of organizational changes, claim trends and updated/new policies and procedures. ► ACCOMPLISHMENTS SNAPSHOT• Promoted the development of employees to perform their roles with a balance of quality and efficiency while adhering to company policies and procedures. • Utilized one-on-one meetings to review performance metrics. Provided in-time coaching during side by side interactions.• Conducted call monitoring for quality customer service. Gave feedback and trained key customer service behaviors.

Manage and coordinate new employee onboarding needs for the corporate training program. Execute job training goals including live-call training. Keep scheduling and services in mind when scheduling job shadow and peer mentoring activities. Improve communication and understanding of changes and updates through leadership meetings. Identify, address, and provide documentation of trainee performance and behavioral concerns. Plan, coordinate and execute live training activities.► ACCOMPLISHMENTS SNAPSHOT• Achieve a seamless transition of employees into the work environment by onboarding team managers. Introduce the training process, review expectations, and discuss opportunities to assist with training. • Collaborate with team managers to coordinate missed training due to employee absences. Develop individualized plans for the team manager to bring the associate up to the needed skill level.• Demonstrated ability to collaborate during high-peak times. Worked with second line leadership and training schedulers to coordinate trainee assistance. • Recruited team managers and associates role-plays to provide impactful training experiences. Trained team managers on how to access and leverage the online claims training environment for best training and coaching practices.• Worked with cross-functional departments. Provided feedback to training support partners to improve the scheduling of activities, improve the training product, and secure claim adjuster licenses. • Mentored new team managers. Assisted with the learning curve by coordinating meetings with key business partners.• Worked with analysts to create huddle boards to track training metrics. Boards were implemented in four locations.

Demonstrated consistent success in leading team on technical and/or training products. Used technical skills with a variety of audio-visual media and equipment to present training and presentations. Applied knowledge of Adult Learning Theory in the analysis of training effectiveness. Led the delivery and facilitation of training on complex subjects. Communicated and presented training procedures and educational materials to the team. Coordinated the scheduling, training, and planning of training sessions. Completed research and submitted recommendations for training needs to management.► ACCOMPLISHMENTS SNAPSHOT• Identified and provided effective solutions to meet the training needs of business partners. • Applied strong organizational and prioritization skills to training facilitation and project work.• Recognized as a training technical and expert resource for business partners. Shared specialized knowledge. • Led high-level training projects understanding the implications and impact of recommendations from corporate.• Leveraged company-wide training initiatives and technologies to support the initiatives.