To obtain the Executive Assistant position at Connexion Healthcare Services, where I can apply my fifteen years of management and administration experience to support the goals and objectives of the Chief Executive Officer and assist with overall administrative office functions.
Excellent verbal and written communication
Initiative and problem solving
Assistant Division Administrator07/2015 to CurrentNew Jersey Manufacturers Insurance CompanyWest Trenton, NJ
Oversee the Call Center operations, including but not limited to identifying staffing requirements,.
Implement procedural changes, exercising sound judgement while ensuring compliance with filings, standards and government laws and regulations.
Conduct weekly supervisor/administrator meetings
Authored and published communications to staff and department heads throughout the company regarding departmental and general company matters.
Provide guidance, coaching and support to the staff supervisor team.
Execute and assist with the Employee Performance Evaluation Process for Call Center employees.
Established requirements to implement a new customer self-service payment information system with a team of IT and product developers/consultants.
Collaborated with IT and the business team to establish requirements for call flow updates and scripts for the company phone system.
Developed requirements and businesses processes to implement a policy production system and new pricing plan.
Worked on a Correspondence team to develop communications sent to customers to announce changes that had an impact on their policies.
Collaborated with a Workforce Management Team to implement new processes surrounding PTO and vacation time, utilizing a workforce management tool.
Implemented improvements and required changes in underwriting and work processes to improve efficiencies with a focus on reducing expense.
Worked with a staffing agency to introduce and implement supplemental staff support for the Call Center.
Call Center Staff Supervisor08/2006 to 06/2016New Jersey Manufacturers Insurance CompanyWest Trenton, NJ
Maintained oversight of the Call Center activities including the supervision of personnel, workflow of assigned sections, phone traffic and staffing requirements,.
Provided guidance and direction to the section supervisors, underwriters and the general staff.
Coordinated and communicated the necessary advisements regarding underwriting/procedural updates and general company matters that impacted the department.
Executed and assisted direct reports with formal and informal employee evaluations, communicating standards and evaluating performance while encouraging and guiding both section supervisors and staff to reach their fullest potential.
Evaluated, recommended and implemented improvements to underwriting and work flow processes coordinate the completion of special projects and initiatives.
Designated as the business process improvement specialist for the Call Center.
Chosen to represent the Call Center a bi-monthly process meetings with general claims to coordinate the efforts of the two areas.
Developed business requirements for a callback assist service for the customers.
Served as the Call Center liaison for the quarterly departmental audit.
Personal Lines Supervisor01/2002 to 08/2006New Jersey Manufacturers Insurance CompanyWest Trenton, NJ
Supervised staff and workflow of respective section, utilized personnel resources to their maximum capability.
Held underwriter meetings to communicate procedural updates and regulation changes.
Addressed and responded to complex underwriting and personnel related matters.
Assessed employee performance and provided guidance via daily coach.
Completed the performance management process which included formal written evaluation process.
Appraised the quality of customer service provided by staff via a phone call evaluation process.
Provided extra support to staff by working additional shifts, including evenings and Saturdays.
Conducted interviews for the department and conducted orientation sessions to new hires.
Designated member of the Strategic Planning Workshop established to evaluate and improve work processes.