Vanessa Smiley Email & Phone Number

San Francisco, California, Us

As a Senior Vice President of Operations, I provide thought leadership and consulting expertise to develop tailored strategies to help a portfolio of diverse clients identify areas of improvement and achieve their financial objectives. I work closely with key stakeholders and senior leadership teams to guide organizations through process initiatives and change management. In partnership with our sales and marketing teams, I develop effective plans through in-depth market research to evaluate new business opportunities and drive business growth

San Francisco, California, Us

Led operations for Impact, a comprehensive suite of performance-based consultative solutions that reduces operational risks at an enterprise-wide level.

Tampa, Florida , Us

Daytona Beach, Florida, Us

Summary: Led claims and strategy offering for ZOOM®, a worker’s compensation management consulting group• Managed ZOOM® internal claims team and external claims management practices• Collaborated with ZOOM® cross functional team members to define and implement consulting solutions• Developed, implemented, and led a structured approach to integrate change management activities into ZOOM® project plans

Daytona Beach, Florida, Us

• Was responsible for driving growth, reducing costs, improving operations, and successfully creating solutions for complex business problems. Identified ZOOM scorecard trends to identify business solutions for development and implementation of a strategic plan to address the area(s) of focus. • Established processes and metrics to evaluate business performance and stated objectives. Created and implemented process improvement recommendations based on any identified trends/findings. Conducted operational analysis of the client structure in order to maximize efficiency.• Created client-facing and internal presentations communicating strategic initiatives. Provided updates to senior management and other business partners. Managed multiple projects simultaneously.

Daytona Beach, Florida, Us

• Provided proactive claims management strategies to assist in mitigating exposure and reducing claims costs associated with historical, current, and prospective claims. Completed detailed quantitative analysis to develop customized reports and focused consultative direction for the success of Beecher Carlson’s ZOOM clients. • Analyzed data from the predictive analytics model(s) to identify key performance indicators with an opportunity for improvement. Using these indicators, established a target list where proactive claims management recommendations/directives are provided. Using a diary system, conducted a continuous review of the target list to ensure the TPA or carrier is aggressive and updated on claim resolution activities. • Created a prioritized list of claims for claims closure projects. During a continuous review, completed a 5-point review strategy to ensure claims are moved towards closure. Closure projects include Sally Beauty 2009 PY closure project ($617,728 in reductions), Americold ($504,882 in reductions), and EQR ($458,123 in reductions). • Provided the Claims Consultant with account highlights as well as areas for improvement based on participation in claim audits and claim reviews.

Boston, Ma, Us

• Supervised an eight-person claim service team to ensure first-rate delivery of claim services. Provided technical direction to direct reports through quality reviews so claims reflected proper adherence to the Claims Quality Requirements. Responsible for the management and resolution of claims generally involving large business accounts with premiums in the range of $100,000 to $1.5 million. • Managed the daily operations of the unit through ensuring employees followed the company’s Claims Quality Requirements. Communicated departmental objectives and operational procedures to the unit through ongoing training and employee development. Created a team environment through guidance, leadership, and motivation to promote maximum performance and create a high quality claim product. • Resolved customer complaints in a timely fashion to ensure delivery of excellent customer service. Maintained ongoing contact with internal and external business partners through claim reviews, stewardship meetings, and account visits to promote a professional client relationship. • Completed unit administrative functions, which included performance evaluations, disciplinary actions, and selection of new hires. Identified gaps in performance and developed individualized training plans to help team members meet the stated objectives. • Developed innovative solutions in to order to achieve a reduction in claim costs and to help achieve operational goals and positively impact the office metrics. Reviewed claim reports in IWE and created Microsoft Excel spreadsheets and pivot tables to track and identify claim progress. Presented metric results to key senior management personnel. Informed management of new procedures and ideas for continuous process improvement.

Boston, Ma, Us

• Served as the primary point of contact in order to resolve customer complaints, problems, and/or issues. Properly identified the issue at hand developed a plan to resolve the issue, and maintained ongoing follow up to maintain quality customer service.• Developed leadership ability by guiding team members into making appropriate decisions by providing technical expertise and direction. Maintained accountability of results, quality of work, and customer service of team members. • Appointed as the office return to work coordinator to assist with the national disability management initiative. Attended monthly forum discussions to discuss current claim issues and develop a proactive disability action plan. Worked with the personnel in the sales, account services, and loss prevention departments to create improved processes to reduce the number of claims involving temporary total disability benefits to reduce overall claim costs.

Boston, Ma, Us

• Developed the knowledge and skills to complete thorough investigations, make compensability decisions, negotiate settlements, and manage an inventory of 150-160 lost time worker’s compensation claims. Handled claims in four jurisdictions for national market accounts with insurance premium starting at $2.5 million. • Developed time management skills to organize resources to handle complex claims. Demonstrated effective analyticskills to gather information, analyze facts, and draw conclusions. Increased knowledge of legal liability, insurance coverage and medical terminology.