Customer Service Human Resources

ANNMARIE E. BRAGGS

acev77@r.postjobfree.com – Cell: 703-***-****

***** **** *** *****, *********, Virginia 20176

DIRECTOR OF OPERATIONS

Versatile and forward-thinking professional with rich mix of vision, experience, business acumen, and proven ability to

construct aggressive initiatives. More than 20 years of successful experience focused on delivering, building, and

growing profitable operations. Expert communicator and known for employing interpersonal skills to relay vital

business information through all tiers of an organization. Demonstrated record of innovating processes to stimulate

revenue gains, cost reductions, and long term growth. Creative strategist skilled in generating visionary direction to

drive achievement.

CORE EXPERTISE

Strategic Planning – Customer Service – Risk Management – Process Design – Organizational Development

HR Management Mentoring & Consulting – Complaint Resolution – Financial Management – Sales Growth

PROFESSIONAL EXPERIENCE

THE VIRGINIA LOTTERY – WOODBRIDGE, VA 2012 to 2014

CUSTOMER EXPERIENCE MANAGER (Sep 2012 to April 2014) 40 hours a week

Passionately serving and being the “voice “of customers with a desire to create a positive, exciting and memorable

experience for every Virginia Lottery customer. Planning strategic initiatives to increase sales, profitability and engage

a diverse customer base. Monitored feedback through multiple channels and coordinated customer experiences with

customer relationship management system. Responsible for processing and monitoring budget/finance and human

resources services including staffing and forecasting, performance management, recognition, labor and employee

relations, and training. Provided leadership, coaching, counseling, training, and evaluation for seven managers and 21

staff employees. Oversight for travel, transit subsidies, procurement, contracts, technology services and management

analysis. Developed and implement new projects, policies procedures to ensure operations and effective achievement

of goals. Collaborated and provided liaison support to the Administration, Finance, Human Resources,

Communication and Technology departments.

- Planned, managed and controlled operations of six Customer Service Centers with an annual Lottery

payout in excess of $700M.

- Conducted revenue analysis to market games, reviewed customer feedback trends and leveraged process

improvement methodologies to increase the Lottery player base by 2% and sales of $2.7M.

- Leveraged customer experience principles, practices, and techniques to manage workforce development

through specifically designed training courses and facilitation of ongoing training.

- Synthesized sales data and developed effective delivery route, increased efficiency 35% and reduced mileage

expense by 20% annually.

- Responsible for state-wide management of procurement vendor contracts for gaming products, fleet

vehicles, security and cleaning services for Customer Service Centers.

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ALLSTATE INSURANCE COMPANY – Charlotte, NC; Columbia, MD, Clarksburg, MD 1995 to 2012

MARKET CLAIM MANAGER (Nov 2011 to June 2012) 50 hours a week

Commanded $4M expense budget, managed and directed operations for 13 managers and 110 office employees for

handling $300 million claims payable expense for the North Carolina market. Provided consultation on strategic

planning, organizational development and redesign projects. Generated leadership, coaching, analytical support,

training, and performance management to direct reports to drive customer satisfaction, loyalty, retention. Collected

data, mapped critical processes and procedures, evaluated initiatives and policies. Summarized results, identified

opportunities for efficiencies and improvements, made recommendations and communicated key messages to staff and

successfully delivered on operational strategies. Resolved client, advisor, and regulatory complaints in collaboration

with other departments. Accountable for personnel actions; salary reviews and promotions. Applied technology to

call center operations to maximize efficiencies and capabilities, provided analysis of reports to drive sustainable

competitive service advantages.

- Championed a 10% market share increase and a 2% semi-annual improvement in profitability.

- Drove a $150K annual reduction in labor expense by streamlining claim documentation process.

- Championed application of technologies to drive process improvement, reducing call waiting time from

eight to two minutes on inbound calls.

- Improved customer service results from 82% to 96% and customer loyal index from 85% to 94% through

an effective follow-up structure.

- Boosted employee morale from 73% to 95% through enhanced employees engagement and effective

resolution of staff concerns.

- Actively managed vendor contracts for corporate vehicles, natural disaster recovery equipment.

HUMAN RESOURCES/CLAIM SERVICE AREA ADMINISTRATOR (July 2010 to Oct 2011) 55 hours a week

Directed operations of 7 direct reports with oversight and allocation of $50M expense budget across six individual

market offices. Drive human resource and staffing for 726 employees and generate HR support to Market Claim

Managers. Built and managed a workforce based on organizational goals, budget considerations and staffing needs

and personnel actions. Applied knowledge of workflow analysis techniques including process mapping, strategic

planning and change management strategies to work through resistance. Defined project/program requirements to

ensure alignment with objectives including development of informational materials based on knowledge of internal

operations. Set goals and established priorities and potential funding streams. Determined, monitored and reported on

resource requirements and allocations for project completion. Developed, compiled, analyzed and presented concise

communications on complex analytical information used to explain decision, conclusions, findings, recommendations

to make business cases for changes to Senior Executive Management. Head Procurement and Contract Negotiations

with Vendors, developed specification for use in solicitations, statement of work, conducted market surveys, evaluated

qualification of vendors, developed independent cost estimates, monitored performance and compliance with terms

and conditions of contracts and /or purchase orders, developed acquisitions plans, maintained databases reflecting the

fulfillment.

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Ensured effective quality and internal management controls throughout operations, analyzed financial reports of

obligations and expenditures, performed reconciliation with accounting on accounts receivable/payable and

distinguished between proposed modification to operating initiatives and projected expenditures. Created

communication and training for regional staff.

- Developed robust new employee onboarding program. Increased employee engagement from 81% to 93%

in 18 months.

- Coordinated compensation study, adjustment savings of 16%, generating a cost savings of 800K.

- Realized a 10% growth in sales leads by spearheading focus groups with Senior Leaders and other

departments for design of an optimal recognition program.

- Reduced contract cost by 24% through consolidating and streamlining vendor accountabilities.

- Utilized educational principles and theories to develop proposals and designed curriculum for facilitation

training programs on Employment Laws, Benefits, Diversity and Inclusion.

- Designed and implemented communications plan for employees on Business Recovery during a catastrophe

or natural disaster; rolled out nationwide.

FRONT LINE PERFORMANCE MANAGER (June 2009 to June 2010) 40 hours a week

Oversaw 15 Casualty Adjusters and 5 Processors in a call center to drive adherence to Company policies and

procedures by monitor incoming loss reports and customer inquiries and reviewing Adjuster files for accuracy and

quality; delivering performance corrections; approving claims and requests above the pre-set authority limits; d irected

staffing to ensure resources were aligned to business goals and ensured regulatory compliance.

- Utilized Workforce Management technologies and methodologies to increase resource allocation 70% to

89%.

- Increased Customer Service results from 82% to 95% by using real time and historical reporting

technologies and Quality Assurance programming and methodology.

HUMAN RESOURCES MANAGER (Feb 2004 to June 2009) 40 hours a week

Headed team of 10 diverse HR Business Partners and generalists to support HR functional and transaction

administration, recruitment and position description management for subordinate positions, classification and re-

classification, employee and labor relations administration, performance management, supervision, human resource

policy and procedure development, implementation and auditing. Responsible for compensation processes,

employment cost productivity analysis and labor mapping. Conducted analyses, studies, reviews and evaluations on

complex programs, procedures, functions and issues and provided guidance to resolve substantive problems affecting

the effectiveness and efficiency of work operations. Modified qualitative and quantitative analytical methods to

accommodate a wide range of variables, including issues, problems, or concepts that were not susceptible to direct

observation and analysis, made sound recommendations for resolution or improvement. E xercised fiduciary

responsibility as related to assignment cost. Executed employee relations surveys and audits to measure employee

moral compared to organizational goal. Provided oversight, direction and leadership of the Workplace Personal

Assistant Services Program.

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- Expert representation during informal and formal EEOC investigations and unemployment hearings,

negotiated mutually beneficial outcome. Provided guidance and information to senior executives.

- Provided technical testimony during investigation of insurance companies for Hurricane Katrina.

Partnered with FEMA to provide outreach programs. Increased Employee satisfaction to 96%.

- Served as expert witness in case involving Unionized Exclusive Agents for subsidized health and life

insurance benefits in retirement.

- Reduced employee turn-over from 21% to 6% in two years. Increased diversified workforce by 73%.

- Successfully lead team of five on market salary compression research project, cost savings of 20%.

- Lead IT project for implementation of integrated software suite, utilized to address the pillars of talent

management and workforce planning. Managed project life cycle for quality and expense.

- Developed written information related to educational materials, procedures, criteria, policies, curricula and

instructional methods, quality of instructions, program adequacy and adjustments.

- Designed comprehensive work-life policies for flexible schedules, telework, job sharing, disability

accommodations and wellness programs to be consistently utilized throughout the organization.

- Partnered with community leaders to implement strategies to attract a diverse workforce, inclusive of

minorities and/or under-served communities, ensuring equal access to the application process.

HUMAN RESOURCES BUSINESS PARTNER (April 1999 to January 2004) 40 hours a week

Provided broad range support for policies and programs including recruiting and selection, talent management,

workforce mapping, succession planning, employee relations, labor relations, performance management,

organizational development, benefit programs and HRIS. Responsible for conflict resolution, policy interpretation,

training and development, diversity and inclusion and communication on HR programs. Served as an employee

advocate, providing guidance and coaching to assist in facilitating improvements in the employee experience and in

the professional development of leaders, a neutral mediator during grievance process between management and

employees. Built credibility and maintained strong relationships with cross-functional partners. Provided information

and consultation related to changing technologies, obsolete and emerging workforce skills, and the challenges of

organizations in transition, such as major training/retraining initiatives resulting from the effects of automation,

reorganization, downsizing, or mission changes.

- Expert ability in researching, analyzing, drafting, implementing and administering strategic initiatives,

policies, procedures, and programs to enhance operational performance and expense.

- Facilitated leadership training on EEO statues and regulations, work compensation claim and reasonable

work accommodation to support successful on the job employee performance.

- Proficient in drafting course objectives, manuals, pre/post-course assessment tools. Conduct current

literature searches and research in training, education and instructional technology.

- Distinguished with Allstate Performance Award 4 times during tenure, an accolade given to only 2% of

entire 60,000-person workforce.

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SR COMPENSATION AND BENEFITS SPECIALIST/HUMAN RESOURCES GENERALIST (May 1995 to March1999) 40 hrs

Lead point of contact, responsible for the management and administration of employee compensation and benefits

program. Plan, develop and communicate compensation programs, policies and procedures. Administer base

compensation program, including annual benchmarking and budget support. Designed and implemented reward

systems, research, develop, and recommend new or modified programs. Proficient in job classification and re-

classification, job analysis for future needs assessment, recruitment and selection. Drafted preliminary employee

relations reports and correspondence for review of misconduct charges, disciplinary actions, and grievance procedures.

Provided oversight for employee wellness program for work-life balance initiatives. Provided in-depth guidance of

reasonable accommodation per the statue. Expert knowledge of employment laws, EEO, EPA, HIPAA, ADA, FMLA,

COBRA, HCA, Volunteer Leave Transfer Program and how to apply exemption rules under FLSA.

- Generated comprehensive recruitment outreach program focused on achieving organizational goals for

talent acquisition and diversity. Designed and conducted diversity and inclusion training for staff.

- Recognized for creating dashboards, reports and ad hoc reporting that supported company initiatives.

EDUCATION & P ROFESSIONAL LICENSES

Bachelor of Science – Business Management & Human Resources

Park University, Parkville, MO

ADDITIONAL I NFORMATION

HRIS – HRCMS - Oracle - ADP – SAP – Halogen - Applicant Tracking System (ATS) - Ceridian Recruiting Solutions

Microsoft Office Skills - NetSuite - Adaptive Planning –Prevision EPM – Budget Maestro – Visual Cash Focus – Lotus

123 – SPSS- SASS - Lawson - Cognos

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