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Manager Project

Fort White, Florida, 32038, United States
January 28, 2018

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E-mail Address:

Cell Phone: 386-***-****


Call Center Quality Assurance Underwriting Project Management Vendor Contract Negotiation

Business Operations Analysis and Design Process Improvement Agile Coach and Scrum Master

High-level Overview

Highly effective Manager specializing in Organizational and Quality Assurance Analysis and Design. Analyzes business processes and workflows to design department improvement plans that increase production, while reducing administrative costs through the use of Lean Six Sigma methodologies. Designs Custom Quality Assurance and Control Programs to address customer satisfaction and auditing results. Designs Audit and Compliance programs. Develops training programs that improve the Onboarding process success for new hire integration. Creates business action plans to reorganize/restructure various Business Operations exceeding Organizational timelines for 100% proficiency while finalizing results under budget by 5-10%.

Core Competencies

Certified Lean Six Sigma Black Belt

PMP certified

SAFe 4.0 Agile training and certification: SP, SASM, SA, PMPO

Call Center Operations

Quality Management and Program Design

Underwriting (Commercial, Personal Lines, Health, Life, Variable Annuity and Unsecured loans and Mortgages).

Forecasting/Scheduling, workflow assignment to meet service goals.

Project Management (Six Sigma and Lean Sigma methodologies)

Audit/Compliance and Budget Control

Organizational Redesign and Operations Management

Contract Negotiation

Vendor Management and Control

Communication Development

System Migration Project Manager

Professional Experience

Citizens Property Insurance Corporation Jacksonville, FL May 2007 to Present

Senior Business Process Improvement Analyst/Engineer May 2017 to Present

•Developed a process improvement deployment strategy that broke down barriers within organizational boundaries and increased cross-communication between organization stakeholders. Ensure program is aligned with executive leadership’s vision/goals by orchestrating and executing Lean, Six Sigma, and Theory of Constraints (DMAIC, Kaizen, and Cycle Time Reduction) improvement projects.

•Provides direct support to an active enterprise project portfolio of 36 organizational initiatives; leveraging 1,000 business unit resources by utilizing Lean, Six Sigma, Theory of Constraints and Project Management methodologies identifying cost savings and developing best business practices for 26 business units.

•Supports the Project Management Office by managing key projects and initiatives, operating as key organizational change agent and a strategic resource to the enterprise when prospecting, planning and implementing process improvement solutions and best business practices.

•SAFe Scrum Master and Rally project administrator administering resource allocation of team members across several delivery and enhancement projects helping foster multifunctional teams.

•Implements Agile principles in daily scrum meetings and agile ceremonies to achieve Enterprise and business priorities.

•Participates and coordinates quarterly project initiative meetings, identifying project and feature delivery expectations and cross-team dependencies.

•Create, initiate, and manage quarterly and iteration project requirements in coordination with strategic plans.

Personal Lines Underwriting Supervisor May 2011 to May 2017

Develop short and long-range department action plans that ensure 100% collaboration with Organizational Strategic goals. Review workflows and conduct time studies to validate and establish performance goals. Manage Underwriting staff to improve production, processing and Quality goals by 15-20%. Audit liaison completing regular comparative reviews of workflow processes with Florida statute and OIR regulations, reducing external audit errors by 21%. Address performance and developmental issues of staff, reducing unnecessary turnover by 5% utilizing Will vs Skill technique. Created succession planning to reduce training costs by $123,850.00 quarterly and eliminate delays in replenishing key roles within the organization.

Key Accomplishments:

Analyzed performance goals to validate ability to improve new business production levels and reduce time service for policy issuance by 4 days.

Realigned Accounting and Personal Lines workflows, returning 2 FTE's into production, increasing our processed volume by 15%.

Trained staff on risk based underwriting theory, reducing our claims losses by 8.5%.

Trained teams of low performing staff increasing performance to 100% production and 97.5% quality, reducing new hire onboarding costs by $125,000.00 per year and raising staff retention rate by 15%.

Aligned procedures with comparable Florida Statute reducing 3% of unnecessary processing penalties.

Created an Annual review calibration process to issue consistent merit increases company wide.

Designed Team Building Programs and a Career Pathing Model to improve staff morale by 5%, based on Employee Satisfaction Surveys.

Created succession planning resulting in the promotion of 3 lead Underwriters to senior or supervisor positions and 10 underwriting support staff to Underwriters.

Redesigned the PFC process to increase proficiency by 80% and service level by 30 days. Total project savings was $180,000.00.

Project Manager for 5 system migrations in UW, Handled testing prior to rollout, procedure writing and release, and training design and facilitation.

Enterprise Quality Assurance Manager February 2010 to May 2011

Re-designed the Quality Program for multiple business units, ensuring a variance of less than 3% from prior programs and improving staff efficiency and accuracy by 5%. Analyzed business unit performance measurement goals and aligned department workflows and procedures to provide an evaluation program meeting 100% of the departments required results. Improved employee and customer satisfaction by 7% and 10% respectively. Initiated SMART goal strategy and provided statistical analysis proving established goals were 100% achievable. Initiated internal audit and review of existing quality programs to ensure 100% compliance with Florida Statute.

Key Accomplishments:

Designed a scoring review process which improved consistency within the Quality department by 13%. .

Moved department to 100% automation of quality program documentation and reporting, reducing our response time to business partners by 50%.

Redesigned the Calibration Process and training to ensure scoring variances were less than 2%.

Designed Evaluator’s guides and scoring Guidelines for staff reference and scoring consistency.

Incorporated external vendors into our Quality Program, selling them on our Individualized program for data storage, analysis and reporting.

Created direct feedback reporting for the training department on new hire 30, 60 and 90 day results improving the overall success rate of new hire training by 10% and increasing new hire production and accuracy scores by 7%.

Developed Interactive Coaching for low performers to improve performance in less than 90 days.

Created a review the reviewer process, auditing 20% of their evaluations improving accuracy of the quality team by 6% and reducing the number of appeals received per month by 28%.

Customer Care Center Supervisor 5/2007 to February 2010

Created onboarding processes for newly hired call center representatives, improving the quality of the training success plan into tenured employment by 30%. Conducted analysis of business processes to design performance evaluations, and establish goals that improved the Call Center service level by 15%. Use of Lean Sigma methodology to realign job functions with appropriate pay grade and title, reducing number of existing positions in the department by 10% and saving budgeted funds in excess of 184,000.00. Redesigned workloads and functionality of existing positions to provide a 38% increase in our customer response time.

Key Accomplishments:

Quality Champion for the TRC for 8 consecutive months, improving team quality scores by 18%.

Developed the Quality Scoring Review Process and Customer Authentication Guidelines, improving accuracy in call handling by 17%.

Designed a Nesting Program to manage new hire on the job training and address staff performance issues, reducing employee turnover by 12%.

Designed Commercial Underwriting Manuals and training agenda for staff in the CCC. Facilitated the training. Accuracy of trainees was 96.6% total quality for 1st year.

Managed the realignment of lead technicians in separate sites from floor support to an online help desk achieving a 95.5% satisfaction level from users.

Educational Community Credit Union Jacksonville, FL June 2000 to May 2007

Call Center Manager

Analyzed business processes and workflows improving efficiency by 23% and raising profitability by 18%. Forecasted call volumes to increase response time by 3.5 minutes and improve service level by 14%. Designed a quality evaluation program to achieve award winning customer satisfaction goals of 95% or higher for a record 6 consecutive quarters. Increased loan volume by 18%. Redesigned our credit card procedures, increasing card membership by 11,000 members. Controlled budget costs, finalizing yearly at 4% under budget. Created Career pathing module utilized throughout the organization, improving employee satisfaction by 28%. Negotiated Vendor contracts, saving 385,000 a year on system upgrades, and purchases.

Key Accomplishments:

Received Manager of the Year award in 2001.

Created Commercial Lending line, increasing organizational profitability by $1.8 million in the first year.

Designed a Universal Quality Program based on Customer Satisfaction surveys incorporating business unit differences, and achieving a 100% consistent level of service to members.

Centre-Vu Supervisor Administrator designation and training achieved to create custom reports, meeting all departmental needs.

Regulatory Compliance Officer.

Analyzed the structure of the call centers strategic operations and redesigned the operation giving the organization a $193,425.00 cost savings in budget each year and an increase in efficiency of 77.72%.

Senior Loan Officer- achieved EE loan officer authority.

The Prudential-- Jacksonville, FL April 1996 to May 2000

Quality Service Team Manager

Service Team Manager

Trended customer satisfaction responses to create a Quality Program that improved Satisfaction Levels by 32%. Created performance tracking system to establish key performance goals that enhanced accuracy in call handling by 46%. Managed performance of 54 quality analysts in 3 call center locations promoting consistency in performance reducing evaluation disputes by 9%, and increasing our sample size reviewed by 2%.

Key Accomplishments:

Managed the quality program, consistency meetings and all communications and training for the quality department.

Provided training and development to the staff, leadership and management based on error trending results to improve department from a low meets average of 71% to meeting goal at 94.5%.

Developed and Chaired the Communication Action Team, reducing the error ratio of released documentation by 12%. Improved the format, timeliness and accuracy of released communications by 20%.

Proposed and facilitated the development and management of the Nest and Quality Care Units, increasing staff performance by 22%.

Created trending reports to reduce top errors by 30% and address opportunities for improvement needed from liable parties (individuals, communications team, leadership, training, or the department).

Designed review the reviewer program improving the accuracy of quality analysts call reviews by 27%.

American Express- Jacksonville, FL August 1988 to January 1996

Quality Excellence Supervisor

Optima Rewards Special Projects Facilitator/Supervisor

Team Lead, Customer Service, Line of credit and Save a Card.

Supervised and trained new hire associates. Coordinated and conducted employee training. Performed all administrative responsibilities including attendance, documentation of employee development, and completion of performance evaluations for each trainee.

Key Accomplishments:

Designed Quality Assurance programs as Quality Supervisor. As Instructional Designer, created training acumen, talent ranking and career pathing action plans. Organizational Development Project Manager.

Achieved multiple service awards for individual, team and department performance. Supervisor Assessment and six month residency completion with highest score achievement award.

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