Co-Owner and CFO of our Family-owned trucking company. Since stepping away from my position with Corebridge, I have been learning more about commercial transportation, booking freight, creating documentation, mentoring our Office admin, dispatching drivers, enhancing our processes and being my husband's partner in growing our business.At Bryan, we are...Pulling together to better serve you and your customers

Director of Training for Core New Business Training☆Manage 15 US based trainers and dotted line to 10 BPO trainers☆Operations Functions Supported: New Business, Licensing & Commissions, Contact Center, In force Servicing (tied to Core Systems)☆Operations Tasks Supported: New Hire Onboarding, Systems Navigation, Processes and procedures for policy issuance and administration, including changes and communications associated with the tasks. ☆Locations: Brentwood TN, Houston TX (multiple facilities), Remote US Staff, BPO Staff in Manila Philippines.

2012 to CurrentOversight of trainers assigned to Life Operations functions of New Business and Licensing, Contracting & Commissions and the associated Contact Centers.Includes coordination of resources assigned to new hire job function training, process change documentation and implementation and system upgrade/ implementation training and support. Depending upon resources available and project load, jump in and support the team creating process implementation/ change documentation and delivery of classroom training.Have partnered with Operations leaders in department restructuring training assessments, program design and implementation that led to knowledge assessment of all staff in one organization and targeted training programs.Training plan assessments include multiple sites, Brentwood TN, Houston TX (2 locations), Manila Ph BPO (3 locations), Springfield IL & remote workers as well as multiple roles and skill levels to deliver training targeted on role and need.Knowledge Management System Implementation Manage KM lead and oversee implementation of new KM software across multiple locations. Includes coordation with business peer in Amarillo TX for implementation in Retirement organization.

Oversight of Training, Quality and Customer Feedback programs for the American General Life insurance contact centers located in Springfield, IL, Houston, TX and Manila, Philippines.Included development of Excel reports and MS Access database to track quality review monitoring forms, individual CSR performance and departmental performance.

Manage resources dedicated to Inforce (Producer & Policyowner) Contact Center supporting quality, training and customer feedback for American General Life Insurance with staff located in Springfield, IL, Houston, TX and Manila, PhilippinesTraveled to Manila to support Contact Center team during vendor assessment of soft skills, focused on working with on-site teams to set performance standards, develop the team, perform analytics on vendor results and implement change to improve results leading to improved customer experience.

Data analytics for call center statistics as well as customer feedback and quality programsImplemented enhanced reporting tools and data analytics leading to system enhancements, call handling changes, and overall improved call handling and customer experience.

Two roles during this time. Reporting Analyst.Developed MS tools to create and deliver reports. Took in requests for data and partnered with requestor to provide the best report, combination of summary, detail and roll up based on purpose of the report. Became expert on specific business channel and partnered to support their data extraction and reporting needs. Selected to travel to NYC to attend vendor session for implementation of upgraded sales CRM. In that role, gathered data element requirements to design and code extract. Process Improvement Analyst.Last year & half in role spent as dedicated process improvement analyst supporting Correspondent Subprime channel. Traveled to sites in Fort Mill SC, Baton Rouge LA & Concord CA for site assessments and process review. Upon completion of each visit, created and implemented process improvements, ranging from automation enhancements to training on existing tools. Developed / enhanced skills in MS Excel & Access in these roles.

Manage team processing low volume transactions consolidated into single unit - manual tax calculations & reporting functions, maturing contacts, class action response handling, etc

System design, testing & implementation, Conversion reviews, Y2K, implementation of automated work distribution tool including process redesign and alignment with sister companies

Customer service via telephone and processing of written requests.