Professional Manager

AMY M. RHEAUME

*** ********* **** • CANDIA, NH **034 • 603-***-**** • ***.*******@*******.***

Goal-oriented professional with diverse experience including managing staff and operations. Offers a proven track record of team and consensus building, customer service, enhancing performance and quality. Proficient in start-up, team facilitation, and process improvement. Technical skills include MS Office Suite, MS Visio, Explorer, Access, PowerPoint; and Lotus Notes 6.5, Stellent Sarbanes-Oxley Solution, Visibillity.

KEY CONTRIBUTIONS

• Successfully launched independent consulting and coaching practice demonstrating entrepreneurial spirit, dedication, risk taking, and persistence.

• Consistently reduced P&L expenses of $100 million business by 5% for three consecutive years.

• Improved individual handler performance by over 100% and operational staff efficiency by 30%.

• Created and implemented all quality control, operational procedures, quantitative reports, and tracking and monitoring methods for start-up commercial lines claims office.

• Managed the start-up of a new workers compensation claims office, including coordinating the office budget, office space, appropriate staffing, and state licensing.

• Developed and implemented a formalized mentoring program that resulted in the promotion/advancement for eight direct reports.

• Boosted RiverStone’s unit performance, increasing the quality audit score 115% in four months.

• In eight months, reduced a $750K reserve deficiency and maintained a combined ratio of under 100%.

• Maintained an 83% office litigation success ratio, compared to the statewide average of 54%.

CAREER PROFILE

Believe for More

Owner & Founder / Business Coach & Consultant 2006-present

Launched and manages all aspects of independent practice including client care, customer service, marketing, sales, advertising, and administration. In conjunction with private clients, worked with the Amoskeag Business Incubator businesses to create a supportive entrepreneurial environment through technical assistant, business consulting and coaching, and extensive resource referrals. Worked with business owners to develop strategic business plans, growth strategy, sales strategy development, operational assessment and analysis, goal setting, and corporate direction.

RiverStone Claims Management

Operations Manager & Business Analyst / Litigation Unit Leader 1999-2006

Managed and ensured operational efficiency of the high volume construction defect department averaging approximately 8,000 transactions per month. Supervised 17 direct reports in two offices. Possessesd independent financial authority of $150K. Conducted and lead due diligence reviews on claims inventories for loss portfolio transfers (new business) or for affiliate support (intercompany audit). Managed front-line claims handlers. Reviewed reserve adequacy, evaluated best practices, and handled claims, ensuring quality. Tasked to set and achieve operational goals and performance benchmarks, such as quality/accuracy rates of 95% or higher, productivity rates of 98% or higher, and closing ratio and ALAE targets. Developed, tested, implemented, and trained users on new claims management software. Created necessary procedural changes due to software implementations.

EBI Companies

Claims Supervisor & Claims Manager 1996-1999

Managed the claims department staff of 20 direct reports. Handled all personnel issues, performance evaluations, benefits, staffing projections, and succession planning (interviewing, hiring, and training). Possessed independent financial authority for $250K (gross reserves were approximately $3M). Audited, surveyed, evaluated, priced, and presented quotes on claims inventories for loss portfolio transfers. Priced quotes for new business in accordance with the company business plan and underwriting criteria. Ensured the profitability of the branch office by establishing and achieving budgetary goals. Audited new branches to ensure appropriate claim department structure, staffing, and procedures. Created and presented multidisciplinary programs addressing loss frequency and severity

Prior to 1996, served as a Senior Claims Representative, Claims Representative, and Claims Adjuster.

EDUCATION & CERTIFICATIONS

A.B.S., Paralegalism Hesser College

B.S., Psychology / Business Management State University of New York

CTACC, CTA Certified Coach Coach Training Alliance

Contact this candidate