Experience

City Of Wausau

• United States
• Government Administration
• 1 - 100 Employee

• Transit Operations Manager

  • Dec 2020 - Present

  Wausau, Wisconsin, United States

• Transit Operations Supervisor

  • Jun 2016 - Dec 2020

  Wausau, Wisconsin Area



Liberty Mutual Insurance

• United States
• Insurance
• 700 & Above Employee

• Support Supervisor

  • Sep 2014 - Feb 2016

  Wausau, Wisconsin Area - Manage interviewing and hiring process, as well as manage new hire onboarding to ensure employee success - Supervise a group of 10 – 13 individual contributors, managing day to day activities to HR issues -Write performance evaluations and development plans for direct report individual contributors - Coach and mentor individual contributors to maintain processing standards set by the department and address issues through a quality assurance program - Interpret state regulations… Show more - Manage interviewing and hiring process, as well as manage new hire onboarding to ensure employee success - Supervise a group of 10 – 13 individual contributors, managing day to day activities to HR issues -Write performance evaluations and development plans for direct report individual contributors - Coach and mentor individual contributors to maintain processing standards set by the department and address issues through a quality assurance program - Interpret state regulations through written statutes or verbal communications with representatives of the workers compensation board for various states and define in desktop guidelines as a reference tool for processors - Conduct meetings daily at a team level, or monthly at a department level, to communicate important changes / updates, address any issues that the team may have

• Senior Technical Assistant – CSO Call Center

  • May 2013 - Sep 2014

  Wausau, Wisconsin Area - Acts as a “junior supervisor” in the department handling the technical piece of department issues. - Assists supervisors by listening to incoming calls handled by technical assistants to perform quality assurance(QA) - Review, verify and update policies and procedures - Acts as a liaison between Call Center staff and management - Responsible for handling escalated calls; communicates, confronts and resolves issues / conflicts promptly and professionally - Oversees unit… Show more - Acts as a “junior supervisor” in the department handling the technical piece of department issues. - Assists supervisors by listening to incoming calls handled by technical assistants to perform quality assurance(QA) - Review, verify and update policies and procedures - Acts as a liaison between Call Center staff and management - Responsible for handling escalated calls; communicates, confronts and resolves issues / conflicts promptly and professionally - Oversees unit activities and make decisions on appropriate action to rectify the situation – independently monitor and assign tasks as required

• Customer Account Assistant –CSO Underwriter

  • Jan 2012 - May 2013

  Wausau, Wisconsin Area - Underwrites policies, including verification that correct rates, experience modifications, and merits are applied - Analyzes and processes incoming requests for policy handling from agents or insureds based on state requirements (including special handling such as US L&H, waivers of subrogation, and deductibles) - Successfully self manages workload via alpha split - Analyzes and processes field and self payroll audits to finalize each policy term - Achieves a minimum of 98%… Show more - Underwrites policies, including verification that correct rates, experience modifications, and merits are applied - Analyzes and processes incoming requests for policy handling from agents or insureds based on state requirements (including special handling such as US L&H, waivers of subrogation, and deductibles) - Successfully self manages workload via alpha split - Analyzes and processes field and self payroll audits to finalize each policy term - Achieves a minimum of 98% accuracy rate in a high paced, compliance driven department

• Technical Assistant I – CSO Call Center

  • Jun 2010 - Jan 2012

  Wausau, Wisconsin Area - Fielded incoming calls and e-mails from policyholders and their affiliates – approx 75 - 90 verbal and/or written communications per day - Assisted customers in understanding key concepts and specific information regarding insurance policies - Processed claims history requests via Information Warehouse - Met and exceeded quality assurance guidelines to ensure satisfactory customer relations

• Business Rater II – CSO Audit

  • Mar 2008 - Jun 2010

  Wausau, Wisconsin Area - Data entry of self audits and field audits; achieved a minimum of 98% accuracy rate in a high paced, compliance driven department - Required to read and understand different tax documents to rate payroll audit accurately - Read and understand claims information to ensure premium is billed accurately - Communicate effectively with the insured to help them understand the basis for audit billing

• Customer Information Representative

  • Jan 2005 - Mar 2008

  Wausau, Wisconsin Area - Fielded incoming calls and e-mails from policyholders and their affiliates - Assisted customers in understanding key concepts and specific information regarding workers comp policies - Processed claims history requests via Information Warehouse - Met and exceeded quality assurance guidelines to ensure satisfactory customer relations



Best Buy

• Retail
• 700 & Above Employee

• Customer Service Representative

  • Oct 2003 - Jan 2005

  Wausau, Wisconsin Area - Selected to act as a team leader in managers absence, handled money, with access to the store vault, and made decisions on behalf of the manager - Effectively processed large cash transactions - Followed and enforced strict guidelines for returns based on vendor warranties and company policies



Pier One

• Assistant Manager

  • Jul 2001 - Oct 2003

  Wausau, Wisconsin Area - Managed the store in the general manager’s absence by delegating responsibilities to associates - Conducted staff meetings - Provided excellent customer service to ensure consumer satisfaction - Prepared and delivered bank deposits daily