Whitney Berberian Email & Phone Number

Boston, Ma, Us

Boston, Massachusetts, United States

Boston, Massachusetts

Boston, Massachusetts

Rockland, Ma

Norwell, Massachusetts

Norwell, Massachusetts

• Manage both processing and call center areas for all outsource tracking (OST) services for residential, commercial, flood, and escrow products.• Employee development, coaching and mentoring, performance management, and annual review execution.• Create and maintain departmental procedures and manuals.• Business requirement development for Enterprise Call Center project and coordinate implementation of software. • Maintain and deliver department reporting metrics; quality, production, staffing, and high level monthly dashboard.• Participate in lender visits, audits, and other business interest meetings.

Quincy

• Worked on numerous projects including SSU file coordination, BOP Conversion, and others. Experience executing model office, UAT, benchmarking, project implementation, and defect reporting and resolution. Attend project management course. • Employee development, coaching and mentoring, performance management, and bi-annual review execution. Mentoring opportunities expand to other areas of organization based on referral. Provide colleague feedback through review management system requests. • Worked cross functionally with Underwriting, Customer Service, IT, and other departments to ensure proper roll out of system changes, rate filings, new products, and procedural enhancements. • Build relationships with other departments to ensure internal customer feedback by identifying opportunities to enhance customer experience and work with managers and others to execute.• Create and deliver presentations at department/staff meetings, executive briefings, and other area delivery exposure. • Accountability for team member’s performance by delivering feedback effectively. Performance management experience in improving the performance of team members on several occasions.• Promote a continual process improvement and knowledge sharing culture by encouraging staff to proactively identify inter-departmental workflow improvements. • Proposed and executed cross training initiatives in a variety of operational environments. Experience both facilitating, co-facilitating, and planning training sessions and presentations.• Validated reasonable expectancies (RE’s) of transactional timings, additions on new transactions, and realignment of existing processes. Monthly review of departmental staffing models, forecast and trend seasonal transaction peaks areas, and anticipate staffing needs based on business needs.• Take responsibility for the development of job skills, knowledge, and overall Career Development with proven track record of promotions and lateral job movement.

• Visit off-site location by building strong business relationships; including CGI print vendor location and Records Center. Coordinate and attend agent visitation to gauge overall customer service experiences to identify opportunities and areas of efficiencies. Work with independent agents in CT to implement conversion and book roll processes taking the lead on communication, processes, reporting, and oversight of trained staff. • Worked on numerous projects including Connecticut Conversion for independent agent, Homeowner Renewal Report, Umbrella Renewal Questionnaire, and others. Experience executing model office, UAT, benchmarking, project implementation, and defect reporting and resolution. • Recognize and reward exceptional performance of team members and colleagues for key accomplishments when appropriate. • Creating cultures of teamwork and engagement by clearly communicating individual roles and responsibilities to staff and how they relate to the overall success of the organization. Promote collaboration by maintaining, building and improving relationships by setting clear, precise and timely expectations and solicit questions. Appropriately involve others in decision making. Facilitate consistency and focus group meetings.

Master Of Business Administration (Mba)

Leadership And Development

Bachelor Of Business Administration (B.B.A.)