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Skills

  • Customer churn reduction strategies
  • Performance analytics
  • Equal opportunities facilitation
  • Escalation policy design
  • Training program development
  • Dispute resolution processes
  • Recruitment
  • Regulatory compliance oversight
  • Data-driven decision making
  • Company organization

Work Experiences

  • Followed the protocol in terms of management tools and procedural accuracy to a tee.
  • Avoided legal settlements valued up to $18.
  • Achieved a 40% improvement in client satisfaction surveys.
  • Analyzed customer feedback and trends.
  • Reduced workers' compensation claims by implementing a corporate safety training program.
  • Prepared and presented summary reports as part of the claims review process.
  • Improved HR efficiency, coordinated new hire orientations, and assisted 13 new employees with onboarding and training.
  • Collaborated with managers to ensure that organizational policies were followed, by clarifying information and suggesting necessary changes.
  • External tools were created to automate program operations and provide user-friendly implementation.
  • Achieved a 52% improvement in case closure.

Summaries

  • Achieved a 61% reduction in open cases.
  • Human Resources expert with 6 years of experience in benefits administration, recruitment, and staff development.
  • Proven leadership, operational excellence, and organizational development skills, as well as a thorough understanding of the category business.
  • Significant experience investigating claims, calculating financial consequences, and managing complex issues such as process issues independently.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Human Resources Manager with 18 years of experience fostering productive cross-organizational communication and coordination.
  • Senior Resolution Manager with 16 years of experience in the field.
  • Recognized on a regular basis for outstanding performance and contributions to the Insurance industry's success.
  • Senior Resolution Manager with a track record of managing cases, writing reports, and assisting with litigation.
  • Senior Resolution Manager with 16 years of successful project management and vendor management experience.

Accomplishments

  • Co-led the development of a crisis management strategy yielding a 34% improvement in addressing time-sensitive cases.
  • Enabled proactive issue resolution through the identification and automation of risk assessment, leading to a 57% stress reduction for team members.
  • Coordinated with legal teams on complex cases, resulting in successful outcomes with zero compliance infractions.
  • Enhanced team morale and productivity by implementing a leadership development program, reducing turnover by 34% in 2016.
  • Formulated and executed team-wide conflict resolution training, improving first-contact resolution rates by 20%.
  • Built key performance tracking dashboards, reducing response time by 11 minutes for high-priority cases.
  • Reduced time to resolution by 26% via strategic process improvements and enhanced case prioritization.
  • Centralized case reporting system, enhancing real-time tracking and boosting issue triage efficiency by 42%.
  • Provided mentorship to new staff, boosting team responsibility and achieving a 36% increase in overall case resolution efficacy.
  • Developed customer support frameworks that addressed high-priority cases, reducing case escalations by 73%.

Affiliations

  • National Association of Social Workers
  • Certified Facilitator, International Mediation Institute (IMI)
  • Member, Customer Resolution & Retention Forum of America
  • Rotary International
  • International Association of Administrative Professionals
  • Affiliation, Legal Risk Management Institute (LRMI)
  • American Marketing Association
  • Accredited Senior Conflict Coach, Institute of Leadership & Management (ILM)
  • Volunteer Mediator, National Conflict Resolution Center
  • American Society of Safety Professionals

Certifications

  • Conflict Resolution and Mediation Specialist Certification – Northwind, 2016
  • Certified Compliance and Ethics Professional (CCEP) – Northwind, 2024
  • Certified Six Sigma Green Belt (CSSGB) - Meridian - 2015
  • ServSafe
  • Certificate in Strategic Conflict Management – Summit Group, 2020
  • Certified Financial Services Auditor (CFSA) – Meridian, 2023
  • Project Management Professional (PMP) - Vantage, 2019
  • Certified Customer Experience Professional (CCXP) - Harbor & Co.
  • SHRM Certified Professional (SHRM-CP)
  • Certified Regulatory Compliance Manager (CRCM), Beacon Labs, 2016

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