Customer Service Manager

Juana Love, AIC, MBA

St. Louis, MO

Home: 314-***-**** Cell: 314-***-****

Email: *******@*******.***

Professional Profile

Results oriented, accomplished Operations Executive who has demonstrated the ability to lead and inspire teams of

professionals to new levels of success in highly competitive markets in the TPA and P&C industries. Deep expertise in

strategic planning, budgeting/forecasting, large project management, business unit development, claim operations and

offshore resource management. Track record of more than 20 years proven ability to successfully analyze an

organization’s dominant priorities, identify deficiencies, potential opportunities; develop innovative and cost effective

solutions, increasing revenues and enhancing customer service offerings .

Professional Experience

Gallagher Bassett Services, Inc. 10/2012-Present

Senior Vice President – Claims Operation

• Reports to Executive VP of Claims Operation; responsible for formulating strategies and initiatives

to improve overall claim quality and consistency to retain and grow client base

• Collaborates with Business Development, Sales and Account Management to drive consultative

solutions, including Risk Analytics for key accounts

• Responsible for direct oversight and management of team of 98 claims professionals to include

carrier Complex Claims Specialist/Quality Assurance personnel

• Coordinates expense payment process with offshore team (GBSC) to strengthen vendor relations

through timely and accurate payments while increasing claim personnel efficiency

• Successful in improving client service offerings resulting in increased revenues to $28 million from

$17 million for a key carrier client within a twelve month period

Vice President – Claims Operation 1/2012-9/2012

• Responsible for establishment and growth of GB’s newly formed Carrier Zone, implemented to

address the growing needs of GB’s bundled carrier client base

• Implemented business strategies to strengthen and expand GB’s bundled carrier business and client

relationships

• Interfaced with partners and large clients to develop and maintain organizational strategies,

operational efficiencies and proposals for increasing technical efficiencies and enhanced customer

service

Vice President – Medicare Compliance 6/2010-12/2011

• Spearheaded the implementation of Gallagher’s Medicare Compliance department which was

established to oversee corporate SCHIP compliance in response to federal regulatory requirements

• Served as a corporate resource for all internal departments for Section 111 reporting and Medicare

Compliance related matters

• Provided education and guidance to risk management and carrier clients to aid their understanding of

SCHIP requirements and enlist their support in complying with federal reporting guidelines

• Established and implemented Best Practices for corporate management of MSP requirements to

ensure highest quality at all levels for GB carrier and client base

• Collaborated with GB and Vendor IT departments to set-up SCHIP data compliance program edits,

error correction system defaults and reporting bridges for GB client base

• Directed a team of eleven Medicare Compliance Specialists who provided in-house MSP services as

an alternative to GB outsource vendor partners

Previously Held Positions: 11/1992-2010

Vice President – North Central Zone 3/2006-6/2010

Branch Manager/AVP – Maryland Hts, MO –National Liability Center 2000-2006

Juana Love, AIC, MBA

St. Louis, MO

Home: 314-***-**** Cell: 314-***-****

Email: *******@*******.***

Assistant Branch Manager 1997-2000

Claims Supervisor 1995-1997

Senior Claims Representative 1992-1995

Education:

Masters of Business Administration Webster University 12/1999

B.A. Political Science/Biology-Minor University of Illinois 1981-1985

Professional Designations/Certifications:

Associate in Claims Designation

Certificate in General Insurance

Executive Training and Development:

Harvard Breakthrough Leadership Program

Gallagher Leadership Training

Computer Skills:

Microsoft Office (WORD, Excel, PowerPoint, Outlook, Access, Publisher)

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