Experience

Claimify

• Australia
• Legal Services
• 1 - 100 Employee

• Director of Operations

  • 2018 - Present

  Direct metrics for a team of 30+ Customer Care Coordinators, 6 Team Leads, and 4 Operations Supervisors, and handle the compliance and growth of claim life cycle products while interacting with management from companies like MetLife and Prudential on long-term disability solutions. • Responsible for growing the Operations Department from 3 employees to 45 and their production from 100 cases to 1500/month • Restructured the Operations Department with new levels of responsibility that required strategic planning, leadership , collaboration, and the ability to motivate group decisions • Managed the budgeting of salaries that were estimated to reach $1M to service the volume of business forecasted, but with strategic sourcing and automation only reached $800K, cutting costs by 20% • Project-Managed a complete overhaul of the CRM platform including proprietary coding and SOC 2 penetration testing while simultaneously managing anywhere from 2-6 other projects • Collaborate with the sales team and the clients' IT teams to onboard and establish access to the database and customer inquiries • Source candidates and review materials as well as interviewing, onboarding and training new hires • Wrote a 50-page Employee Handbook and created policies on performance that contributed to a 95% retention rate, 20% above the industry average • Procure employee equipment and office supplies, write operations SOPs and business continuity plans, complete audits of customer MSA contracts, perform software testing of website product information, and provide website content • Work with the Social Security Administration to verify benefits, ensure accuracy with insurance providers, and check these benefits against what the insurance carrier is offering, that has led to a potential cost savings of $1M/year on average for carriers • Worked with developers on launching a new product line that helps to sell Medicare, that is on track to generate $600K in new revenue Show less



Enterprise Holdings & Enterprise Rent-A-Car

• United Kingdom

• Regional Account Executive & Store Manager

  • 2013 - 2018

  Oversaw teams at numerous branches, became a key account manager for Liberty Mutual locations in the NE, and successfully increased Liberty's usage of Enterprise Services. • Enhanced service through analytics obtained from 250 body shops that improved rental car coverage and pricing on Liberty's auto policies in New England and New York, and established a direct relationship with their clients in NH, MA, VT, ME, CT, RI, and NY • Incorporated proprietary software that provided body shops with an online option to provide updates on repairs ensuring rental payments were accurate and appraised correctly • Actively marketed, attended Liberty team meetings, provided training, and worked with adjusters and local insurance agents on sales contests, rewards, and other SPIFFS that promoted policies with rental coverage • Implemented a new process for scheduling appraisals that resulted in more body shop usage of rental cars, a 25% increase in sales, and a 20% decrease in expenses in just 3 months • Was a 3 X winner of the "Top Sales & Service Executive" Award • Developed partner relationships and cooperation with claims adjusters, dispatchers, appraisers, and administrative staff at Liberty, by introducing them to Enterprise Corporate employees , outside body shops, and sales branches at networking events • Was part of a brainstorming focus group for workflows and marketing, that increased efficiency by 10% overall for Enterprise • Organized a training for 40+ new hires that included both Liberty and Enterprise employees • Managed and oversaw teams of 10 in multiple locations including sales, marketing, operations, HR, AR, collections, sales forecasting, payroll, and development • Marketed to local insurance agents, body shops, hotels, and convention centers through events, one-on-ones, and promotional gifts • Won "Employee of the Month", "Player of the Month" and one of the top 3 spots for Managers in RI for sales metrics Show less