Experience

Sedgwick Repair Solutions

• United States
• Consumer Services
• 1 - 100 Employee

• Department Manager

  • May 2016 - Present

  Sedgwick offers customized repair, restoration and mitigation through our network of certified local, regional and national contractors. We identify, deploy and manage resources on behalf of both the carrier and property owner throughout the entire restoration process. Sedgwick's repair solutions team has earned a reputation of one of the nation's most trusted names in the insurance restoration industry. Sedgwick offers customized repair, restoration and mitigation through our network of certified local, regional and national contractors. We identify, deploy and manage resources on behalf of both the carrier and property owner throughout the entire restoration process. Sedgwick's repair solutions team has earned a reputation of one of the nation's most trusted names in the insurance restoration industry.



DKI Ventures, LLC

• United States
• Construction
• 1 - 100 Employee

• Contact Center Manager

  • Jul 2015 - Jul 2016

  DKI is a national organization of contractors providing emergency services, clean-up and restoration to Insurance, commercial and residential customers. -Manage the daily Contact Center Operations -Manage front line agents -Coaching and career development -Ensure proper staffing models are in place -Hiring talent -Training -Quality assurance -Develop and maintain KPI's and agent scorecards -Policy and process development and improvement -Reporting -Liaison between Providers and Clients Show less



Innovation Group North America

• United States
• Insurance
• 200 - 300 Employee

• Manager, Call Center Operations

  • Sep 2013 - Jul 2015

  Manage the day to day operations of a multi-line FNOL contact center, processing personal and commercial lines insurance claims. -Manage front line agents and people leaders-Relationship management with business partners-Hiring talent-Ensure proper staffing models are in place-Develop and maintain agent scorecards-Policy and process improvement-Reporting

• Data Entry Supervisor

  • Apr 2000 - Sep 2013

  Maanage the Data Entry Department of a FNOL contact center, specializing in insurance claims received via fax and email. -Manage 50+ front line and remote Customer Service Agents-Training and development-Talent recruitment and hiring-Resource planning and staffing-Policy and process improvements-Quality Assurance