Business and Reporting Analyst HR

• Apr 2022 - Present

Claims Team Leader

• Oct 2011 - Jul 2015

 Lead a team of 12 Customer Claims Consultants that were responsible for providing an exceptional customer experience during their handling of direct insurance claims. Contributed to the development of performance objectives centered on customer experience, compliance with regulations, and productivity. Consistently met, or exceeded these objectives. A key member on a variety of business projects with a reputation for consistently meeting deadlines and delivering on expectations. Developed a MS Excel based tool which was utilized by the management team for efficient reporting on team performance against business objectives. Deployed Leading Edge coaching techniques empowering team members to commit to actions that addressed specific areas requiring improvement. Regularly involved with employee recruitment processes including candidate screening, interviewing, and selection. Handled and resolved customer disputes quickly and effectively, ensuring win-win outcomes.

Business Information Analyst

• Jan 2011 - Oct 2011

 Regularly reported to senior leadership on financial performance and operational efficiency, guiding key business decisions. Maintained an exceptional level of performance against targets set by the Business Development Manager. Reported on the performance of various sales initiatives including retail sales and online promotional codes in order to drive changes where necessary and maximize effectiveness. Conducted extensive market research and formed recommendations for product pricing changes. Implemented these changes directly into the database. Performed ADHOC data analysis and interpretation for the leadership team, contributing directly to the achievement of business objectives. Consistently exhibited strong problem solving and decision making skills.

Travel Insurance Advisor

• Dec 2006 - Jan 2011

 Responsible for handling both policy sales and customer claims inquiries via phone and email. Consistently met or exceeded performance targets. Conducted on-job training for new employees. Involved with numerous successful process improvement initiatives including simplification of phone call scripting, and redesign of on-job training documentation.  Contributed to the development and implementation of initiatives that considerably increased customer advocacy Net Promoter Score, from -37 to +54 over a 12 month period.