Customer Service Continuous Improvement

Tiffany Brown

724-***-**** *******.*********@*****.***

Versatile, reliable and proven leader with over eighteen years of project management/training knowledge and experience. Excels at using proven management methods and coaching techniques to successfully manage project teams and develop business leaders. Certified LEAN/Agile Scrum professional with demonstrated ability to improve operational efficiency and drive business performance through leadership, root cause problem solving, strategic planning and disciplined execution. Hands on experience in improving operational process and strategies by applying extensive problem solving knowledge and organizational partnerships to provide exceptional leadership support and guidance in eliminating barriers, with the ability to achieve measurable and sustainable results.

Skills & Qualifications

● Root Cause Analysis

● Process Design/Redesign

● Analytical thinking - Statistical and Data Analysis

● Project Management

● Negotiation/Persuasiveness

● Excellent Leadership and Management Skills

● Effective Team Player - Cross-Functional Collaboration

● Classroom Training/Group Facilitation

● Innovative & Creative Mindset

● Broad Technical Skills

Professional Experience

Business Analyst II/Lean Continuous Improvement Coach January 2017 – February 2018 Liberty Mutual Insurance, U.S. Consumer Markets Claims Operations Manages Projects and Project Teams using LEAN, Agile Scrum Tools and PMBOK Guidelines. Utilization of statistical data trending and gap

analysis to measure the effectiveness of product and process implementation. Lead and manage process improvement projects and initiatives that drive claims productivity, improve the customer claim experience and create capacity across claim contact centers and other related claims units throughout the operation. Serve as Liberty Management System (LMS) sustainability and continuous improvement expert by providing leadership training, coaching and educational support that promotes LMS maturity through the adoption of various Leader Standard Work tools and Lean methodologies that promote and support a culture of Continuous Improvement. Achievements:

● Led PI Claims Service Center Digital Huddle redesign and implementation initiatives – Designed and developed electronic huddle processes and tools across 4 PI Claims Service Center operations and four tier levels consisting of 77 teams, 13 Team Managers, and 4 Contact Center Managers. This process increased employee engagement, created process alignment and communication fluency across all levels of the organization. Also allowed for an 80% reduction in Huddle prep time improving leadership capacity and an increase of a minimum of 20% in key KPIs across the organization.

● Aligned 8 lines of business within Personal Markets to conduct one Tier 4 level meeting to eliminate redundancy in project focus and decrease negative downstream impacts to other lines of business. Reduced monthly meeting time by 7 hours, and decreased negative impacts to other lines of business by 90%.

● Lead for PI Claims to implement process improvements to key applications. Reduced average claim handling time by 30% through process improvements.

● Scrum Master for 4 Agile teams increasing employee engagement through technology such as downloadable applications to see schedules, swap schedules and request time off.

Liberty Management System Coach/Analyst II October 2014 – January 2017

Liberty Mutual Insurance, Liberty Management System Operations – Claims Shared Services National lean management transformation role supporting Liberty Mutual Insurance Personal Insurance Claims Service Center operations in the diagnostic, design and implementation of Liberty Management System (LMS) Leader Standard Work tools and practices to promote a culture of continuous improvement. C oach to develop leadership skills and capabilities amongst members of all levels throughout the USCM Claims organization. U tilize Lean and Six Sigma methodologies for improving processes and conducting root cause problem solving for internal/external customer facing issues. Focused on driving employee engagement, supporting personal insurance claim quality, and ease of doing business with Liberty Mutual Insurance with deliverables of increased customer and employee satisfaction. Achievements:

● Co-Led Liberty Management System (Lean Management) transformation across four PI Claims Service Center operations. 800 front line claim representatives, 80 supervisors, 10 team managers, and 4 site leaders.

● Developed and implemented U.S Consumer Markets Personal Insurance claims process for Process Walks. Leader Standard Work. Standard Calendar and created tools to measure the impact of all LMS tools.

● Designed and created the LMS Playbook which included all Standard Work and LMS Tools for the PI Claims Organization. Personal Insurance Claims Trainer F ebruary 2001 – October 2014 Liberty Mutual Insurance, U.S Consumer Markets Claims Service Center Train all new and tenured personnel on technical skills, customer service skills and LEAN concepts. Develop Training Needs Analysis and Performance Gap Analysis to align training requests with organizational and departmental goals. Design, develop and implement training modules ranging from single point lessons to complex training modules spanning multiple sessions. Assess existing claims procedures and develop strategies to improve productivity and efficiency. Achievements:

● Created, implemented and measured training effectiveness via Level 1, Level 2, and Level 3 evaluations to improve the effectiveness of training.

● Created the training material for a new claims application for Auto Calls, Property Calls and Status Calls and delivered training to 800 employees throughout the Claims Organization.

● Suggested and created the basic requirements for an online application customers use via LibertyMutual.com to file claims online. Quality Assurance Representative O ctober 1999 – February 2001 Liberty Mutual Insurance, U.S Consumer Markets Claims Service Center Review and coach Customer Service Representatives on technical and customer service issues. Monitor job performance systems to ensure adequate coverage to support incoming calls. Determine organizational performance trends and provide statistical analysis to leadership. Achievements:

● Recipient of the 2000 Liberty Mutual PI Claims Top Performer Award.

● Trained all new Quality Assurance Representatives.

● Created new tools to measure quality within PI Claims. Professional Certifications

Lean Six Sigma Black Belt Certification

Aveta Business Institute

Certified Scrum Master (SMC)

Scrum Study

Certified Professional Agile Coach (ICP-ACC)

ICAgile

Education

Geneva College Graduate with a Bachelor of Science degree in Human Resource Management - GPA: 4.0 Course Credit Hours in Project Management in preparation for PMP Certification

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