Rachael Rice Email and Phone Number

• Manage escalated problem tickets for the Claims administration platform, liaising with Claims Product Manager, local market leadership, and developers for resolution.• Lead daily Command Center calls to expedite problem resolution and implemented a Kanban board system to improve visibility on outstanding issues.• Oversee business project management for Claims products with Claims operations support.

• Supported program governance for a multi-year, multi-million dollar internal project focused on replacing the claims and benefits administration platform.• Managed the Issue/Risk process and bi-weekly Executive Status Report process, distributing status updates to over 1,500 employees.• Facilitated defect triage calls and maintained program governance documentation.

• Supported enterprise strategy delivery by guiding Lean Portfolio Management (LPM) functions across U.S. Commercial Value Stream and Platform Group portfolios.• Led the LPM Guild and ideation intake processes, enhancing agile maturity and business idea submission flows.• Administered the Agile planning tool, managing project additions, user role changes, and creating training materials.

• Led strategic projects for the Mid-Atlantic/Pennsylvania Medicare Advantage market, utilizing project management methodologies and Lean Six Sigma training.• Directed cross-functional project teams and market-wide events, enhancing staff engagement through the MAPA Employee Engagement Committee.

• Managed a geographically diverse team of call center representatives, achieving 100% success in contact center measures through coaching and quality improvement strategies.• Represented North American contact centers in an international CRM implementation project and directed contact center readiness activities for new clients.

Managed a team of customer services and sales associates supporting Bank of America Card Services.• Responsible for call quality monitoring and delivering feedback at team level.• Improved team performance by 15% resulting in 100% of team achieving success in performance metrics.• Reduced variation in average handle time by 10% resulting in increased efficiency and consistently.

Managed a team of service associates supporting Merrill Lynch’s internal branch office compliance hotline. • Responsible for quality assurance through call and document auditing and associate mentoring.• Managed work flow by compiling and analyzing metrics to ensure appropriate staffing levels.• Worked on ad hoc projects to increase team efficiency and enhance the group service model.

Supported Merrill Lynch branch offices in opening/maintaining estate, guardianship, escrow and trust accounts.• Analyzed legal documents including powers of attorney and applied to client accounts.• Provided regulatory and compliance oversight for account opening and maintenance processes.• Reviewed and approved journal entry, check and fed fund distribution requests.

Assisted Merrill Lynch branch offices with establishing and maintaining individual and business client accounts.• Approved time sensitive account opening documentation and supported internal clients.• Worked on projects to enhance the firm’s service model.