Experience

eFinancial

• United States
• Insurance
• 200 - 300 Employee

• Operations Services Agent

  • Aug 2021 - Present



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Analyst, Project Management

  • Jun 2016 - Jan 2021

  • Responsible for leading several small and medium size projects simultaneously while maintaining timelines.• Owned the absorption calendar process, ensuring over 100 customer service representatives did not receive too much new information / training at once.• Saved management 2.5 hours per week leading a project to update the employee reporting tool and process.• Updated over 30 online underwriting procedure documents to keep material current and workflow processing accurate.• Introduced a process improvement issue log to track and prioritize front line and management suggestions.• Received 11 spotlight awards in 2020 from peers in recognition of above and beyond service provided. Show less

• Business Analyst

  • Jun 2010 - Jun 2016

  • Researched and developed recommendations for several workflow process improvements, presenting findings to the management team for decision saving 1 FTE.• Maintained and continuously updated over 100 operations department workflow processes to ensure work accuracy.• Engaged quality and training teams for feedback on workflow process changes and improvements.• Managed project to downshift referral work saving .5 FTE.

• Senior Underwriting Technician/Operations Assistant III

  • Jan 2006 - Jun 2016

  • Developed and onboarded various workflow processes and transitioned ownership to responsible departments.• Collaborated with Project Management, creating tools for efficient process handling.• Tracked workflow data and forecasted the volume of future workload to ensure proper staffing levels.• Created a quality assurance program including criteria and tracking tools.• Partnered with the training group to ensure quality criteria matched training materials.• Conducted monthly coaching for processors and mentoring for department trainers.• Mentored department trainers.• Facilitated system training classes for new employees. Show less