Assist the firm in achieving its strategic objective of converting Disability claims to awarded cases by managing high quality advocacy, analysis, and support with tracking and improving of the Hearing Department’s key metrics and procedure while providing superior client service.§ Manage and track Disability Claim Case Summary and Brief Writers to ensure accurate and timely submissions to Administrative Law Judges. § Provide Management with innovative solutions to streamline operating procedures to develop best practices. - Developed business plan for Vice President to reduce cost of medical evidence acquisition- Made recommendations for call quality and monitoring program resulting in reduction of call volume and escalated calls from clients. § Managed case load of over 200 physically disadvantaged and emotionally distraught clients with superior level of service while performing legal research contributing to exemplary win rate of 79% § Surpassed personal key productivity metrics for 18 consecutive months resulting in 3 promotions.

Responsible for Sales and Service for Women's Ready-to-Wear, Dusan boutique in New York.

Cultivated client relationships, generated new business, grew assets, and met / surpassed productivity goals. Successfully penetrated previously untapped market and increased market exposure in new geographical location.

Fulfilled corporate directives, improving performance across key indicators by providing strategic leadership and executing major change and reengineering plans based on findings of business analysis. Drove operational policies and objectives for 3 insurance companies, Countrywide, Balboa, and DirectNet. Led 2 inbound customer service and contact center operations and a total of 55 direct and indirect reports. Generated statistical reports detailing contact center and operations metrics and budget/cost controls. Revised training to increase effectiveness.§ Surpassed critical objectives within 9 months of hire, increasing production 39%, outperforming service goals 47%, lowering cost per call/ transaction, and strengthening loyalty and customer satisfaction. Boosted employee retention and reduced staffing levels. - Established metrics, standardized processes and performance standards, implemented objective-based appraisal process, and introduced employee incentive bonus plan and career-pathing program.§ Implemented previously non-existent reporting structure and improved tracking and trending practices to monitor performance, customer complaints, and various call types. Identified and addressed call trends, implementing solutions to achieve one-touch resolution. § Designed and executed natural disaster contingency plan used during Hurricane Katrina to respond to high-volume of escalated calls. Later used as a model for future contingency and disaster recovery plans.§ Improved CTI technology usage and IVR / VRU capabilities, routing calls based on agent skill level and reducing client-to-agent contact volume to provide an exceptional customer experience.

Directed compliance activities and managed and cataloged New York product portfolio as well as oversaw fixed and variable annuity products sold and serviced across 5 service centers in New York, California, Delaware, South Carolina, and Texas. Enhanced and delivered training, improving compliance at service center locations. Implemented strategic plans centered on continuous improvement. Developed budgets and metrics.§ Led initiatives resulting in error-free audits and no fines. Increased accuracy and compliance with the Department of Insurance (DOI). Established product specialty team within each division to serve as product experts and monitor Regulation 60 requirements, new business, and other issues related to requirements.§ Created and instituted new processes and procedures to align NY product-servicing procedures with DOI regulations and distributed new training program to specialty teams.

Conducted business analysis and reengineered operations to improve life-cycle efficiencies. Hired, managed, and trained staff at the California customer service site; primary focus placed on phone protocol, product knowledge, standard operating procedures (SOPs), policies, and quality assurance standards. Evaluated performance to assess workflow, quality, and efficiencies. § Reduced gain / loss fines 80% on trade transactions through improved workflow process and recommendations to gain / loss process. § Awarded Superior Industry Service for 2 consecutive years by Dalbar after implementing performance standards, employee incentives, and process and policy changes. Led to solid improvements in:- service levels from 70% to 95% within 30 seconds by reducing average handle time, - schedule adherence from low of 60% to 92%,- employee retention, 1-call resolution, and quality scores, and- product knowledge across multiple operations units and product lines. § Tightened guidelines of quality assurance program, increased call monitoring, streamlined processes, created scorecards, revised and increased up-training frequency, and introduced Help Line staffed by senior reps for less-seasoned representatives to obtain immediate assistance to customer inquiries.§ Established Transaction Desk and enhanced new trade / transaction training and manual, assigning top performing reps to perform all account trades; lowered average handle time and improved accuracy.§ Played key role during full project lifecycle of 2-year conversion of 4 systems. Represented department, led meetings, and collaborated with IT to redesign and standardize business requirements document. Developed test cases and drafted training materials for customer service/operations division.