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Skills

  • Client Dispute Resolution
  • KPI tracking and performance measurement
  • Business operations
  • Program negotiation
  • Client relationship management
  • Problem resolution
  • Data analysis and reporting
  • Application Lifecycle Management
  • Operational improvement
  • Case processing time reduction

Work Experiences

  • Achieved a 32% increase in retention rates by reengineering business case workflows using data-backed insights.
  • Cut processing times by 81%.
  • Achieved PMP.
  • Looked for industry trends on social media and through online sources.
  • Boosted throughput.
  • Achieved zero compliance issues.
  • Coordinated with underwriters.
  • Assured compliance with OSHA standards.
  • Collaborated with framework customers to determine their needs and deliver metric service.
  • Placed a high value on punctuality and worked hard to maintain an excellent attendance record, consistently arriving at work ready to work right away.

Summaries

  • Achieved a 80% reduction in case handling time.
  • Clear understanding of budget management and project management as well as client relations training.
  • Offering 9 years of client promotion and contract negotiation experience.
  • Achieved a 85% reduction in submission rejection rates.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a first-pass approval rate of 61%.
  • Collaborated with cross-functional teams.
  • Achieved a 39% reduction in approval time.
  • Accomplished New Business Case Manager.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.

Accomplishments

  • Collaborated with team of 15 in the development of metric.
  • Consistently met or exceeded performance benchmarks, handling an average of 15 cases per month while maintaining rapid turnaround times.
  • Led the initiative to streamline underwriter submissions, decreasing the rejection rate by 20% over three years.
  • Maintained strong compliance by closely monitoring KPI adherence, ensuring a 60% audit accuracy rate in accordance with initiative.
  • Created detailed case management workflows resulting in a 82% decrease in redundant processes and increased resource allocation efficiency.
  • Introduced financial analysis tools that identified upsell opportunities, increasing additional revenue by $11 per client.
  • Played an integral role in strategic business planning meetings, providing insights that contributed to a 71% increase in operational efficiency.
  • Developed key performance indicators (KPIs) that allowed the team to track and exceed monthly targets by 15%.
  • Spearheaded the adoption of Jira, reducing case mismanagement errors by 17% and increasing timely submissions.
  • Orchestrated the roll-out of SAP, improving client documentation accuracy by 18% in 6 months.

Affiliations

  • Client Experience Professionals Association (CXPA)
  • National Risk Management Institute (NRMI)
  • Certified Risk Manager (CRM) by The National Alliance for Insurance Education & Research
  • Society of Insurance Research (SIR)
  • Society of Women Engineers
  • American Society of Safety Professionals
  • Association of International Risk Intelligence Professionals (AIRIP)
  • American Association for Long-Term Care Insurance (AALTCI)
  • American Marketing Association
  • Project Management Institute

Certifications

  • Google Certified Professional Cloud Architect
  • IFRS Certification for Financial Professionals - Northwind
  • Customer Service Excellence Award - Northwind 2022
  • FINRA Securities Industry Essentials (SIE) - 2019
  • Certified Financial Services Auditor (CFSA) - Ironclad Systems
  • Project Management Professional (PMP) – 2019
  • Associate, Customer Service (ACS) - Brightline
  • Certified Professional Insurance Agent (CPIA) - 2024
  • CompTIA Network+
  • Bilingual Communication Skills Certificate - Portuguese

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