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Work Background
The TrustAssistant Vice President Insurance Strategy, Operations, and Enterprise Risk Management
Nov. 2022Rockville, Maryland, United States · On-siteI entered The Trust to serve as an executive partner, charged with closing gaps in performance and defining pathways to elevate and transform operations, processes, training, risk management, and overall growth-focused strategies. PRIMARY OVERSIGHT & LEADERSHIP SURROUNDED: — Leading call center team of 24 and all applicable operations. — Partnering cross-functionally to build and execute strategies to maximize performance and drive business forward. — Serving as interim Director of business development, overseeing contract renewals and negotiations. — Shifting internal culture of call center to introduce leading customer service methodologies while rebuilding workflows, metrics, and coaching/performance plans to elevate transparency and consistency. TOP ACHIEVEMENTS SPAN: ► Supported delivery of record-setting metrics/performance with 8% premium growth and 8% policies in force jump across all business lines, including Allied Health, Business Office Policies, and Cyber. ► Transformed call center metrics to increase service levels 7%, lower abandoned calls 3%, and decreased call handling time 30-seconds, spearheading changes to workflows/training and overhauling legacy phone system. ► Championed business continuity plan framework from ground zero to uncover potential enterprise risks and lay the foundation for mitigation plans while streamlining reporting and updating risk analysis. ► Developed attendance and leave policy in partnership with HR leadership, locking in consistency surrounding attendance management and corrective action while lessening time from infraction to final decision (separation) by approximately 3 months. ► Advanced underwriting production with 2% increase in same-day policies issued and 3% in policies issued in 10 days as direct impact of call center metric improvements and ability for teams to focus on pending tasks quicker.
GEICOCorporate Training Specialist
Nov. 2018 - Nov. 2022Washington, District of Columbia, United States · RemoteRecognized as an organizational subject-matter expert, I was tapped to support 5K employees through the development and deployment of adult-level curricula, training programs, and performance management strategies. TOP ACHIEVEMENTS SPAN: ► Improved medical training scores 12%, examining critical data to uncover areas of academic weakness and adjusting curriculum and lessons to rectify presentation and amplify understanding. ► Accelerated employee-qualification timeline 30%, delivering educational materials focused on essential subjects and applying agile methods to eliminate unnecessary and redundant content. ► Upgraded quality of claim-file handling by developing a series of brief, interactive micro-lessons, each focused on individual subjects. Reached 100% completion of every course by 1.4K adjusters. ► Shifted from in-person training programs to instructor-assisted, self-guided, online materials for 1K employees.
GEICOManager, Corporate Fraud Investigations
Oct. 2012 - Nov. 2018Washington DC · On-siteI was promoted and charged with elevating the performance of special investigation (fraud) units through the strategic development of policies, procedures, and operational cadences. PRIMARY OVERSIGHT & LEADERSHIP SURROUNDED: — Instructing 400 staff members across all aspects of fraud investigation associated with daily activities. — Training cross-functional teams, leading the file-auditing group, and serving as department director for 9 months. — Increasing performance of bottom-quartile individuals 4%, inaugurating transformational leadership program that qualified 56 department supervisors in performance-centered coaching strategies and tactics. TOP ACHIEVEMENTS SPAN: ► Introduced first formalized staffing model, which drove down staffing issues 67% while positioning managers with tools and data to determine workforce needs faster and more accurately. ► Lowered costs $1.5M by correcting errors in investigative practices through careful assessment and amending reporting methods. ► Eliminated $5.7K in yearly expenses by assuming responsibility for corporate audits and changing procedures. ► Guaranteed compliance with state training regulations by designing standard onboarding process that mandated consistency in teaching routines, assuring 100% completion of all required learning by each new hire.
GEICOCorporate Divisional Call Center Manager
Jul. 2009 - Oct. 2012Fredericksburg, Virginia · On-siteEntering the Geico enterprise, I led the development and evolution of departmental business plans and functional strategies with oversight of budgets, forecasted call volume, and performance metrics, focusing on improving growth and customer retention. PRIMARY OVERSIGHT & LEADERSHIP SURROUNDED: — Leading a direct team of 27 supervisors with 212 total associates. — Crafting scalable staffing processes to maintain coverage during shifting call activities. TOP ACHIEVEMENTS SPAN: ► Placed department in top 3 ranking – out of 12 – by instilling performance-management coaching centered around evolving quality-focused custom service representatives. ► Lowered turnover 21%, expanding number of causation factors measured and changing nature and frequency of job satisfaction interviews. ► Finetuned existing new-hire training systems by combining on-the-job experience with classroom instruction to accurately reflect actual workplace responsibilities. ► Safeguarded introduction of first electronic claim-filing system, educating 60 customer-service representatives one week before scheduled program rollout. ► Attained 95% customer satisfaction score by focusing employee training on improving low survey scores and overhauling how-to instructions on interactions causing caller friction. ► Bolstered efficiencies 8% by elevating training on first-contact issue resolution and multiple call handling.
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