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Team Manager

Berwick, Maine, United States
January 16, 2018

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Laurianne Belanger


*** ******* ****

Berwick, ME 03901


Team Manager, Special Projects

Weather Analytics - Dover, NH - May 2017 to December 2017 Manage Human Resources tasks associated with large-scale Projects at Weather Analytics including: Orientation and onboarding, scheduling work hours for teams, conduct training sessions with the help of subject matter experts, ensure accurate and complete timecard entry, track and report on work hours. Work closely with managers of the project to ensure the team is always fully staffed and trained. Develop and manage talent pipelines, source talent from both active and passive candidates with specific target backgrounds, schedule and conduct telephone and on-site interviews. Manage team and adapt as Project goes full cycle, from concept to completion, adjusting as needed. Accomplishment: recruited, interviewed and hired over 70 people since starting with the company on May 1st. Supervisor, IT Help Desk

Liberty Mutual Insurance - Dover, NH - May 2014 to April 2017 Manage technical support staff across Level 1 support organization. Lead the staff in providing guidance, assistance, coordination and follow-up on client telephone inquiries and in the resolution of reported system problems or malfunctions. Manage Senior Agents in the monitoring, identification and support response coordination of steady-state and large scale IT events. Assists the manager in the development, implementation and maintenance of policies and procedures to record, monitor, and follow up on client inquiries across the support organization. Manages a specific support portfolio of SBU aligned services and applications by tracking trends and identifying opportunities to build new capabilities into the IT Help Desk. Work with SBU managers in the effective alignment of ITHD volume drivers, first call resolution improvements, and SBU call mitigation efforts. Ensure adherence to processes for delivering services and high customer satisfaction. Rotational supervisor on point, requiring to be on call for a one week period providing 24/7 support for L1 agents especially during 2nd and 3rd shifts. Currently supervising 10 direct reports and 6 contractors. Senior Accounts Payable Analyst

Liberty Mutual Insurance - Dover, NH - January 2012 to April 2014 Responsible for administering the US Bank Purchasing Credit Card programs for all Liberty Mutual Insurance. This included 135+ active purchasing card accounts and 500 Post Invoice Credit Card accounts. Trained, mentored and provided technical guidance to other Accounts Payable staff including interns and rotational employees to assist with the growth and maintenance of the programs. Created and maintained (internal) Purchasing Credit Card Procedures Manual for this program. Complete daily, weekly, semi-annual and annual reporting. Handle special projects as assigned including process improvements and financial analysis. Actively support 100% Corporate Compliance Standards for handling NPPI, PCI and Business Confidential information.

Lead Financial Operations Representative

Liberty Mutual Insurance - Dover, NH - November 2008 to December 2011 Assist supervisor and manager with department functions including: daily operational demands, monthly quality/desk reviews for staff, ongoing development of staff by training and mentoring. Lead person for system upgrades and testing, monthly SBU reporting and all procedural documentation. Assist with special projects such as our 2010 Internal Audit and 2010 Bank Request for Proposal (RFP). Identify process improvements and efficiencies within my department. Provide superior customer service to internal and external customers. US Bank Access Online support for the Accounts Payable staff. Associate Receivable Analyst

Liberty Mutual Insurance - Dover, NH - November 2007 to November 2008 Group Cost Service - Billing, Group Markets

Responsible for ensuring financial integrity by properly managing receivables and validating customer's self- reporting. Accelerate cash flow and investment income for Fully Insured Accounts. Improve receivable results to minimize negative impact on financial results. Validate customer processes and reporting for all new business. Provide superior customer service to internal and external customers. Participate in process improvements and special projects and provide support for department initiatives and my co-workers. Senior Financial Operations Representative

Liberty Mutual Insurance - Dover, NH - January 2002 to November 2007 Responsible for administering the US Bank Corporate Credit Card program for all Liberty Mutual cardholders, including timely and accurate review and analysis of complicated issues and discrepancies. Frequently exercised initiative and independent judgment on issues and tasks that may have had a significant impact on other financial or department activities. Worked closely with technical financial staff to assist with special projects, system enhancements and system upgrades. Required strong communication and interpersonal skills and the ability to interact with people from all areas and levels of the company. EDUCATION

Certificate in Leadership & Management

University of New Hampshire

April 2017

Bachelor of Science: Organizational Management

Daniel Webster College

2001, GPA 3.76

Associates of Arts: Management

Franklin Pierce College

1999, GPA 3.50


Management/Supervisor (3 years), Help Desk (3 years), Process Improvement (3 years), Employee Reimbursements (8 years), Accounts Payable (2 years), Accounts Receivable (7 years), Customer Service

(10+ years), Insurance (10+ years), Finance (10+ years), Communications (10+ years), Reporting (10+ years)

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