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Management Microsoft Office

Apopka, Florida, United States
May 22, 2018

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Dainty Rose-Malcolm, MBA, CISR

*** ******** ****, ******, ******* 32703 Mobile 407-***-**** Email

Professional Summary

Highly motivated professional with diverse domestic and international experience in client care and operations management; skilled in managing and motivating people, multiple projects, meeting deadlines as well as resolving issues prior to escalation. Dependable and adaptable individual with a track record of performing beyond scope of multiple job function, also possess strong analytical skills, with an attention to detail and great organizational capabilities.

Areas of expertise include:

Inspirational Leadership

Team Building

Problem Solving

Process Management and Improvement

Quality Assurance

Business Process Offshore project and ongoing support participant


Masters of Business Administration – Keller Graduate School of Management July 2013 GPA: 3.65

Related Coursework: Project Management, Accounting & Finance, Leadership and Organizational Behavior, Market Management, Business Economics, Hospitality Management

Bachelor of Technical Management – Health Information Technology – DeVry University June 2008 Dean’s List -GPA: 3.20

Related Coursework: Management, Accounting I & II, Economics, Statistics, Leadership and Development, Process Improvement


Willis Towers Watson; Tampa, FL July 2015 – Present

Regional Client Service Supervisor – Operations/Middle Market

Key Achievement:

Manages, motivate and inspire direct reports of 15 Assistant Client Service Representatives that handle the Binding and Billing of Commercial Lines insurance with the objective of continually improving their skills, performance levels and job satisfaction. And takes ownership and accountability for creation, achievement, and assessment of performance against departmental goals.

Drive service excellence across the organization including leading process improvement initiatives using commonly accepted methodologies. Collaborates with offsite teams with shared accountabilities. Communicate clearly and consistently with the team about any changes or updates that will impact their daily processes.

Ensure consistent application of all departmental processes, policies, procedures and guidelines through their effective creation, management and implementation.

Participate in hiring, coaching, developing, correcting, appraising, and mentoring of team.

Complete onboarding for new employees; new hire orientation, and I-9 Verification. Enforce compliance and regulatory controls. Designated as the IT Leaver requestor, submit the Voluntary Leaver form, along with the resignation letter and submitted to the HR Partner for processing.

Process payable invoices for center using the ProcessIt system.

Research and authenticate requests sent to the Client Experience Tracker resolver.

CNA Insurance; Maitland, FL October 2011 – July 2015

Senior Policy Support Assistant

Key Achievement:

Interim as back-up supervisor when current supervisors are doing projects or out of the office.

Work load distribution/Team Reports

Corporate Escalations/Team Collaboration Meetings

Researched moderate to complex criticisms and error reports from workers compensation insurance regulatory bodies and state bureaus also appeal fines and penalties from various Workers Compensation Boards and submit Workers Compensation fines payment requests to Compliance.

Maintained log of fines paid and disputed on the companies share point drive by providing a monthly fine and trending data to leadership and all business units within the organization for process improvements

Responded to queries and escalations from underwriting, business processing units, Home Office underwriting, Workers Compensation IT teams, Compliance, Legal, State Workers Compensation Boards, Rating Bureaus and NCCI.

Recognized potential non-compliance data reporting issues and identifies critical issues that must be corrected and redesigned by Home Office or IT.

Developed processing workflow directives and participates in meetings to educate and increase awareness of non-compliance issues, critical errors, trends and anomalies.

Collaborated w/business lead in development, review, approval and roll-out of offshore processes and procedures.

CNA Insurance; Maitland, FL July 2001 –April 2011

Senior Policy Service Representative

Key Achievements:

Multi-lined trained in commercial insurance.

Analyzed 25+ incoming business transactions and related information for endorsements, new business quotes and renewals on a daily basis.

Inputted and rated data manually into appropriate rating systems.

Distributed quote letters and reports to agent, brokers and customers.

Coordinated with underwriters and other support staff as needed to process transactions.

Provided on the job training to less experienced staff and acts as a resource for questions.

Participated in quality reviews; provided feedback to management.


Applied Epic

Concur Expense System

Microsoft Office Skills

Quick Books

Florida General Lines Agent Certificate – 220 Licensed

220 Licensed Insurance Agent

Typing 50+ WPM

Onboarding and Off Boarding employment system

Certified Insurance Services Representative – CISR

Oracle system (Hospitality & Billing)

ADP Payroll Processing System

People Soft

Payables Invoicing

ProcessIt Software

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