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Work Background
USAASenior Digital/Technical Product Manager
Mar. 2020Tampa, Florida, United States★ Collaborates with the Product, Underwriting, Legal, Pricing, Compliance, and Content teams to develop a Modern Auto Quote experience, a multi-year, billion-dollar project. ★ Serves as co-leader of a seven-year project to upgrade the digital auto acquisition process. Managed 33 change requests to date, closing each either on time or ahead of schedule. ★ Worked with the Legal team, product owners, and other stakeholders to manage and update the content on 216 web pages. Implemented Agile process changes to content compliance procedures to safeguard against outdated content. ★ Wrote the P&C Content Compliance Wiki to serve as a guide to web page maintenance. ★ Directed a content team that developed a content matrix, securing approvals from the Legal, Risk and Compliance departments. ★ Protected customers from identity theft and improved funnel performance for 1600 customers annually by eliminating a requirement for individuals to provide social security numbers on applications for auto insurance. ★ Used a Rally Software Kanban board to provide updates for all teams relating to compliance and development projects.
USAAManager of Insurance, Insurance Sales, and Service
Sep. 2018 - Mar. 2020Tampa/St. Petersburg, Florida Area★ Supervised a 16-person team in a contact center, gathering and reporting metrics for call quality, sales, and compliance for the Tampa region. ★ Provided data and analysis to influence the creation of training which led to a 43% reduction in errors. Reviewed daily sales and agent performance reports in order to influence coaching and mentoring strategies. ★ Performed risk reviews and data analysis at the team, district, and regional levels. ★ Supported the investigation of compliance and premium leakage risks for an auto insurance product.
USAAManager, Real Estate Lending
Sep. 2015 - Sep. 2018Tampa, FL★ Managed and coached nine mortgage loan officers while leading and supporting projects to improve mortgage application quality and reduce errors. ★ Oversaw Application Quality Review and Compliance Call Quality for real estate lending operations throughout Tampa. Developed and submitted Application Quality Review reports to executives. ★ Responsible for a project to lower Application Quality Reporting errors for loan officers by reducing the number of data points for which they were responsible by 25%. ★ As a Business Analyst, supported the PODS project, applying process engineering to improve the end-to-end mortgage loan process, leading to a 5-day reduction in the close cycle. ★ Served on the Diversity & Inclusion team on the Tampa campus, working with department leaders to plan and execute D&I initiatives that included the annual AAPI regional event and the interactive campus-wide DUNAMIS workshop.
USAAManager of Insurance, Insurance Sales, and Service
Mar. 2014 - Dec. 2015Tampa, Florida, United States★ Directed a 15-person team engaged in insurance product sales and service, tracking performance on an individual, team, district, and regional level. ★ Established risk mitigation plans in partnership with QA leaders and directors. ★ Hosted a retention workshop for 20 managers in the Tampa region to build skills in leading diverse workgroups.
USAAReal Estate - Relationship Specialist/Manager Candidate
Mar. 2010 - Mar. 2014Tampa/St. Petersburg, Florida Area★ Co-led projects to improve the member experience across the Mortgage and other business areas. ★ Led new employee training and onboarding sessions, including the development of training materials, documentation, and results reporting. ★ Served as the Project Lead for the Sales Academy program, providing agents with tools, resources, and training to achieve success.
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