Shauna Powers Email & Phone Number

Boston, Ma, Us

New York, Ny, Us

New York, Ny, Us

Boston, Ma, Us

• Track timelines, budget and manage the business side for all Product department projects with IT impacts.• Create user stories for various state Product Managers.• User acceptance lead for projects, coordinating testing across teams.• Manage defect resolution process, including any necessary remediation; coordinate with other affected departments.• Manage established vendor relationships, including operational processes and invoice adjudication. • Filing lead for department including filing strategy, compiling filing materials, submitting filing materials and corresponding with state Divisions of Insurance.• Work with the enterprise to improve operations and product quality as part of established project teams.

Boston, Ma, Us

• Collaborated on various commercial lines product initiatives to achieve budgeted growth and profitability results.• Gathered competitive intelligence and researched market trends.• Served as regulatory expert; submitting filing materials and corresponding with state Divisions of Insurance.• Linked multiple data sources to organize data into a logical format for analysis.• Worked with technology team to develop and deliver business requirements.• Conducted user acceptance testing and quality assurance.

Boston, Ma, Us

• Supervised a team of underwriting and customer care associates.• Developed standard operating procedures, documenting workflow and process steps.• Organized and implemented phone call optimization management. • Identified key issues from sales call reports and customer surveys and implemented processes for communicating, tracking, and resolving root cause.• Developed, coached and trained employees in accordance with department procedures and regulatory changes.• Defined project scope and deliverables that supported business goals in collaboration with senior management and stakeholders.

Middletown, Ct, Us

• Supervised operations team responsible for agency customer service, billing, processing new business applications, policy endorsements and cancellations.• Effectively monitored department workflow including the development of best practices, quality assurance, training employees and the delivery of excellent customer service.• Reported call volume and call trends to senior management team.• Managed and executed monthly agent commission process.• Balanced system transactions to payments processed and deposited daily.• Reconciled monthly bank statement for Billing Department operating account.

• Monitored eligibility requirements of new and renewal business, ensuring quality and profitability while strictly adhering to state regulations.• Provided Underwriting phone support to the Sales Department.• Provided a broad range of services to policyholders in all states, including coverage counseling, policy updates, customer retention, claims first reporting and billing inquiries.• Specialized in service to MA policyholders and employee accounts.