Nationwide InsuranceSpecialist, Process Management
Aug. 1998 - Mar. 2007Experience includes sales, service, management, training, design & development, and consulting in various Property & Casualty units. • Supported, consulted on and developed processes and procedures for the $24 million Home Care field organization with about 300 personnel. Evaluated processes and developed recommendations from new method and workflow assessments using benchmarks, pilots, prototyping and modeling. Tasked to design, develop and facilitate training and reference materials of a web-based loss control system. • Joined a dedicated design and development team of training consultants creating and deploying materials to 13 national centers. Supported field based training and leadership teams. Specialized in creating blended multi-media learning solutions. Managed multiple projects and tasks. • Managed performance of call center teams of up to 15 Property & Casualty agents selling and servicing customers in 23 western states. Monitored and analyzed daily statistics of agent performance. Performed quality reviews and provided technical, procedural and product advice. Interfaced directly with customers. Answered and resolved formal complaints from Texas Department of Insurance and Customer Relations.