Direct management for 30+ team members and offshore resources. Identified, developed, retained talent, and exceeded all company objectives. Directed, planed and coordinated daily departmental activities, fostered team environment, and worked to maintain department immediate and long range goals. Strong management experience and skills and demonstrated experience in resource planning, vendor management and quality.● Improved phone service levels for over 50k calls annually. Time standards, quality and customer satisfaction improved.● Reviewed $5M+ in claims payments annually. Identified account errors with a new quality process providing ongoing savings for the program.

Managed multiple operational tasks and teams and provided project support to implement process improvement. Provided support for 10+ operational programs and special project assignments. Guided support teams that assisted sales and underwriting in quoting and binding accounts.● Partnered with senior management and compliance to set up a new program in the Lawyers Division and assisted with onboarding a new carrier.● Collaborated with management on budgeting to save over $70k in operation costs.● Facilitated project to transition all lock boxes reducing turnaround time from 5 to 1 day.

Serviced 20k mid to small size firms working with underwriting and sales departments. Maintained service, quality, timeliness standards and goals through team communication.● Partnered with Underwriting on an out-reach program to increase retention to 85%.● Met and exceeded targeted new business, renewal goals and provided detailed reporting.● Participated in quarterly sales meetings to report on program results.

Coordinated with carrier to underwrite a program for financial professionals. Ensured team followed carrier underwriting guidelines and state regulatory rules. Acted in a lead capacity for underwriter with team for policy guidelines.● Increased sales by 30% by selling all accounts and cross-selling all divisional products.● Improved customer experience with clear team procedures and improved handling times.

Directly responsible for high performing sales team. Improved sales levels through analysis of performance and trends and implementing strategy. Recognized for improved sales and increasing sale levels through coaching. Developed mentored and trained lead sales team members.

Provided team development and coaching for high level customer service. Engaged team with individual and group setting training. Documented procedures for departmental consistency. Increased team performance by 60% through positive coaching techniques.