Customer-focused, quality-oriented and proactive in resolving issues with exceptional organizational and communication skills. Analytical thinker and innovative problem solver with advanced knowledge of NICE, Teamthink and Excel. Leader and skilled mediator who strives to bring out the best in all employees.
Strong interpersonal, communication and coaching skills
Collaboration across multiple lines of business
Advance Excel skills
Teamthink MI user
Advance Teamthink reporting
Proficient in Liberty Management System principles
March 2014 to Current
Liberty Mutual InsuranceIndianapolis, IndianaQuality Improvement Associate
Responsible for providing accurate and actionable insight that supports the vision. Engaging with team and collaborating with partners to drive continuous improvement.
Train claims partners in the use of
NICE, Teamthink and quality improvement evaluation process.
Lead and attend calibration meetings.
Work with field supervisors to identify
trending and partner with building continuous improvement action plans.
Investigate and respond to Targeted Listening request
from other lines of business partners to help align processes and identify opportunities for improvement.
Review field supervisor evaluations and complete Office
Level Health reviews to ensure alignment between QI and field.
Collaborate with other lines of business partners regarding
workflows and process improvements.
Lead report out meetings to leadership and other lines of business partners regarding Quality Improvement including trending, top opportunities and action plans.
Create and provide support for standard operating
Works independently and as One Team in person
and virtually on projects, day to day operations and support.
Led Focus Groups to obtain information about the results of the EOS and the LMS.
Identified CI's and worked through the RCPS process with several CIs being implemented.
Procedural Standup Facilitator at site huddles.
Participating and Assisting with Serve with Liberty - presenting overview of Serve with Liberty at huddles.
Lead coordinator for site Quality Awareness Week.
November 2009 to March 2014
Liberty Mutual InsuranceIndianapolis, IndianaCustomer Service Representative
First Notice of Loss claim intake for all lines of business both Personal lines and Commercial lines. Phoenix coordinator/distributor for both Personal lines and Commercial lines faxes with expertise in umbrella policies and workmen's compensation claims.
in CVO , Navigator, RCS and OCAS for personal lines and commercial lines.
Mentor SME-Mentoring peers and helping to improve overall site results
Self-motivated and customer-focused
Developed solutions and methods for data collection so trends could be identified.
New hire mentor
Site improvement project SME
Skills trainer -onboarding other LOB team members
Performed specialized audits as needed
Led Focus Groups to obtain information about the results of the
EOS and the LMS Maturity Assessment
Backed up managers, when they are out of the office
(completing call evaluations, administering coaching, organizing and
leading team meetings and assist with questions as needed.
Observing CSRs through
side by sides and provided feedback to help improve skills.
Activities and Honors
Awarded several ACE awards
for teamwork, Continuous Improvement and collaborating with claim partners on projects and CIs.
- 2009 -current
Received several priceless e-Cheers from peers and claim partners - 2009-current
CSR Employee of month several times - 2009 - 2013
Circle of Excellence Winner - 2013
QI quarterly winner once - 2014
QI quarterly winner twice - 2015
Team member of the QI 4th quarter Winning Team - 2015
QI quarterly winner twice - 2016
QI quarterly winner twice - 2017
Education and Training
Currently working toward a Bachelor of Science, Business Management