• Integral role as part of the inaugural team for a launch of new supplemental insurance products that involved developing the processes, testing the technology, and real-time problem-solving post launch. • Development and refinement of the claims process, training and upskilling the claims offshore team and customer service teams. Streamlined escalation process on handling escalations for claims for all teams.• Compose effective communication to policyholders, client legal department, and state agencies advising of claim decisions.• Implemented peer review management process used throughout 30 employee claim division which decreased AHT by 5%.• Provided Quality Assurance for over 4,000 claims over a 3-year period for off-shore team, including feedback and training. • Identified and substantiated over 125 fraudulent claim cases and saved the company over 500K in potential payouts. • Strengthened customer service relations through demonstrated knowledge of all areas of Digital Ops-Insurance Delivery thru mentoring and roaming. Achieved Senior ISR status within 18 months.

Consistently achieved or exceeded quotas in each department assigned while built relationships with new customers using consultant sales approach to endure highest possible return-on-investments.

• Effectively led, managed, and motivated a staff of up to 20 employees depending on the department. • Facilitated weekly staff meetings to communicate departmental goals, process changes to increase customer satisfaction and productivity.• Rewarded, mentored, counseled and disciplined employees as necessary to ensure company targets, goals and procedures were being met.• Ensured that all calls were answered and/or followed up on in a determined timeframe to meet/exceed the customer’s experience and expectation.• Created individual developmental plans, coaching and feedback for employees to be successful in achieving their goals and those of the department, region, division and the company.• Researched and implemented a training program to increase utilization percentage, therefore reaching established departmental service level. Increased phone team’s utilization by 6% over three-month period to successfully meet department’s service level.• Analyzed incoming calls to resolve insured’s inquiries, policy questions and overall customer service within established metrics.