Experience

Nassau Financial Group

• United States
• Insurance
• 200 - 300 Employee

• Manager, Operations Development

  • Jan 2004 - Present

  Liaison between Operations and IT to align of system initiatives with business needs, minimize risk, fulfill regulatory requirements, improve customer experience and balance priorities across departments Manage a team of business analysts and processes relative to user acceptance test planning, execution and after hours production checkout following system implementations, communicate business requirements for new applications and products to ensure system support administrative processes… Show more Liaison between Operations and IT to align of system initiatives with business needs, minimize risk, fulfill regulatory requirements, improve customer experience and balance priorities across departments Manage a team of business analysts and processes relative to user acceptance test planning, execution and after hours production checkout following system implementations, communicate business requirements for new applications and products to ensure system support administrative processes, mitigate and resolve production issues on multiple administrative systems and monitoring production inventory of system issues Point of contact for third party administrators on legacy blocks, review statements of work, conversion data mapping and requirements and identify gaps, initiate change requests in response to product, service or legislative changes and data reporting. Document process flows and administering cross training to broaden subject matter knowledge and lessen key person dependencies Document business requirements for system modifications Document unplanned system events with details relative to cost and customer impact and implement preventative solutions through system and process improvement Managed analysts in automation to develop technology solutions for manual processes Delivered a speech on Company background, services and working arrangements at a Rensselaer County Chamber of Commerce meeting in July, 2008 Facilitated Diversity Community Conversations Planning Committee volunteer for Annual Stand Against Racism campaign FLMI designation Maintained Series 6 and 26 licenses 2004 - 2017

• Manager, Life Operations

  • Feb 2001 - Jan 2004

  Managed staff of 45 individuals within multiple work team including Disbursements, Variable Product and Title processing through process improvement, goal setting, performance documentation and reviews, compensation and monitoring adherence to Company policy Worked with other managers to develop and implement plan for departmental restructure to leverage resources and maximize throughput Participated in several Continuous Improvement processes which increased same day processing by… Show more Managed staff of 45 individuals within multiple work team including Disbursements, Variable Product and Title processing through process improvement, goal setting, performance documentation and reviews, compensation and monitoring adherence to Company policy Worked with other managers to develop and implement plan for departmental restructure to leverage resources and maximize throughput Participated in several Continuous Improvement processes which increased same day processing by 10% Series 6 license Worked with internal and external auditors by providing procedure documentation, resolving inquiries and coordinating the completion of regulatory requests Mapped process flows for disbursement and Variable Product transactions and evaluated risk points in response to Sarbanes-Oxley legislation Developed procedures for price dependent financial transactions for Business Continuity as required for Disaster Recovery Developed and recorded consistent telephone greetings for 800 lines via a PBX Message system for various departments and trained a representative in each department to update recordings based on scenario, coordinated implementation of call routing feature and deactivation of several toll free numbers to reduce operating costs Coordinated departmental reporting of system problems and monitored resolution Managed workflow coordinators to ensure proper routing and completion of casework within service delivery standards Identified service forms and documented instructions for inclusion on Company web site Coached supervisors in performance management, handling sensitive performance issues and in fulfilling legal and ethical responsibilities in line with the Code of Conduct Created job descriptions for advanced customer service reps, supervisors and administrative positions



Nassau Financial Group

• United States
• Insurance
• 200 - 300 Employee

• Facilitator

  • Jul 1999 - Feb 2001

  Supervised trainees and mentors during a six month Customer Service training program Conducted performance reviews and administered compensation Assessed individual and team capacity to complete work within standard time frames Interviewed prospective new hires and served as ad hoc committee chairperson for development program and communicated suggestions for improvement Resolved service escalations and complex customer inquiries Conducted formal technical and developmental… Show more Supervised trainees and mentors during a six month Customer Service training program Conducted performance reviews and administered compensation Assessed individual and team capacity to complete work within standard time frames Interviewed prospective new hires and served as ad hoc committee chairperson for development program and communicated suggestions for improvement Resolved service escalations and complex customer inquiries Conducted formal technical and developmental training in a classroom setting Organized Customer Service Week 2000 by establishing a committee and organizing events, including attendance of 16 Company representatives at an awards ceremony hosted by the International Customer Service Assoc. Participated in continuous improvement initiative to streamline claims processing Earned ARA, AAPA and ACS designations

• Supervisor of Administrative Support

  • Apr 1997 - Jul 1999

  Developed and implemented procedures and conducted training for administrative functions in support of a Class Action Settlement and subsequently conducted training Supervised staff of approximately 30 temporary and permanent employees to ensure that productivity standards were met on a daily basis by aligning resources where needed Mentored team members in the attainment of their professional goals as well as Company objectives Provided feedback to employees relative to performance… Show more Developed and implemented procedures and conducted training for administrative functions in support of a Class Action Settlement and subsequently conducted training Supervised staff of approximately 30 temporary and permanent employees to ensure that productivity standards were met on a daily basis by aligning resources where needed Mentored team members in the attainment of their professional goals as well as Company objectives Provided feedback to employees relative to performance and adherence to Company policies Worked with Senior Management to ensure that sufficient resources were procured and allocated to accomplish objectives Communicated daily Legal and Actuarial departments located in other Home Office locations to ensure that interdepartmental needs were fulfilled

• Service Representative

  • Nov 1992 - Mar 1997

  Communicated daily with producers and policyholders, serviced Traditional and Universal Life products by answering inquiries and resolving complaints, provided technical instruction in a classroom environment, prepared telephone schedules, monitored schedule adherence by reviewing individual daily reports and reported feedback relative to performance to teammates and to management