Operations Manager and Analyst
Resume:
Jennifer L. Clark
Dedicated leader with **+ years experience in operations with a focus on talent management, service delivery, projects and process improvements. Consistently rated among the most effective leaders within organization. Seeking opportunity to leverage talents and skills to lead team to success.
139 Brushcreek Dr
Sanford, FL 32771
****************@*****.***
www.linkedin.com/in/jclark21
PROFESSIONAL EXPERIENCE
CNA Insurance, Lake Mary, FL
SEPT 1998 - DEC 2017
CNA is the 8th largest U.S. commercial property and casualty insurance company. Founded in 1897, CNA has approximately
6,500 employees, serving businesses and professionals in the U.S., Canada, Europe and Asia. CNA products and services are sold
by independent agents and brokers.
Knowledge Services Leader (Operations Manager)
MAY 2014 - DEC 2017
- Led remote team to support the learning and reference needs for all business units which included Processing, Billing & Collections, Sales & Service and Premium Audit
- Regulated training and content materials and prioritized demands of enterprise projects and daily operations
- Overhauled unit to establish a learning and reference Center of Excellence
- Slashed turnaround times by +200% improvement in services while receipts increased by about 35% within past 12 months
- Collaborated with key business partners in Human Resources, Business Units, Information Technology and Enterprise Project Teams to drive results throughout organization
Senior Operations Analyst
OCT 2006 - MAY 2014
- Served as trusted resource for all levels within Billing & Collections and partnered as Information Technology liaison on collections systems and processes
- Partnered with Assistant Vice President of Billing & Collections to ensure the Unit’s vision was brought to fruition by target time frames
- Created advanced presentations and monthly reports for analysis and trending which allowed leadership to make timely, data-driven decisions
- Served as a project resource from requirements through training and implementation with 100% meeting targeted deployment time frames and quickly realized anticipated benefits
- Promoted to Knowledge Services Leader
Operations Analyst
OCT 2005 - OCT 2006
- Led small projects within Billing & Collections and in partnership with Finance and Information Technology
- Authored reports for analysis that led to process improvements and data-driven decisions
- Acted as subject matter expert for initiatives and members of Billing & Collections Unit that improved the knowledge, productivity and the accuracy of produced work. Developed and conducted training for all locations
- Promoted to Senior Operations Analyst
Operations Supervisor
MAY 1999 - OCT 2005
- Provided leadership for +20 associates in the Processing Unit and Billing & Collections Units
- Ensured service levels were achieved while proactively managing performance
- Drove for results to assist our Underwriting business partners to meet and exceed their strategic goals
- Trained and mentored new Associates
Agency Service Representative
SEPT 1998 - MAY 1999
- Exceeded expectations of productivity and quality of processed insurance policies
- Collaborated with Underwriting and Agency personnel to meet the needs of the insured
- Improved productivity and quality of peers and team by independently creating training materials and reference guides
- Promoted to Operations Supervisor
EDUCATION
Huntingdon College, Montgomery, AL Bachelor of Arts
Major: Psychology, Minor: Art
SKILLS and TALENTS
Inclusive Leadership
Learning & Development
Training & Content Management
Project/ Change Management
Process Improvements
Process Documentation
Operational Excellence
Strong Work Ethic
Dependable
Self-Motivated
Team Oriented
Effective Communicator
Highly Organized
Continuous Learner
AWARDS
Off-Cycle Bonus award for creating a SharePoint based workflow that significantly increased efficiency and decreased turnaround time
Delivery Excellence Award for contribution to major system deployment for agents to have the ability to pay, view invoices and pull commission reports through a self-service portal (Agency Bill Pay)
Employee Recognition Award - Extra Mile for role in improving processes and collaboration with interdisciplinary project teams
Employee Recognition Award - Transformational or Operational Efficiencies for role in successful deployment of new collections system that included involvement during requirements, testing, training, implementation and post-implementation support
ADDITIONAL INFORMATION
Association for Talent Development (ATD) active member
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