Service Management, Contract Management

JANET WHITEHEAD

** ********* *****, ****** ******, NJ 07950 H: 973-***-**** C: 201-***-**** *********@***.***

SUMMARY Confident self-starter with excellent organizational skills and expertise in relationship management, claims administration, and account management. High energy, results oriented, flexible, driven, and a team player that is comfortable working with all levels of management.

HIGHLIGHTS

Claims Administration Account Management Customer Focused Microsoft Office

ACCOMPLISHMENTS

EXPERIENCE

Relationship Management Strong Negotiator Salesforce Oracle

Consistently brought in over one million in revenue on an annual basis for the department during my tenure at Wyndham. Received Outstanding Service Award "Count On Me" in December 2010. Maintained between 95%-98% retention rate. Received President's Award for Outstanding Service during tenure at Hertz

11/2011 to 12/2014 Realtor

Weichert Realtors - Mountain Lakes, NJ

NJ Licensed Realtor, Member of National Association of Realtors, Member of NJ Association of North Central Jersey Board of Realtors, Member of Garden State Multiple Listing Services 10/2003 to 01/2011 Portfolio Services Manager

Wyndham Worldwide Hotel Group - Parsippany, NJ

A Customer Relationship Management position designed to retain the existing licensee/franchisee base when an exit opportunity occurs. Maximize the opportunity for future royalty stream balanced with initial fee recognition. Managed the process of renewals, windows, and transfers of existing franchisee license agreements. Negotiated contract terms with approved licensee. Trained all new hires for the department. Worked closely with Sales Department, Legal Department, VP of Finance, and Brand President*s to resolve any issues. Conducted monthly reviews with senior management to provide current statues. Managing Brands include Days Inn, Super 8, Wingate, Ramada, Howard Johnson, Travelodge, and Knights Inn. 05/1999 to 05/2003 National Client Service Manager

Cambridge Integrated Services Group - Whippany, NJ

Overseeing the implementation and administration of property and casualty programs. Serve as the primary point of contact for all administrative service issues. Proactively monitor service levels to ensure compliance with performance standards and service agreements. Serve as a liaison to all internal departments including Operations, Accounting, and Information Systems. Develop and maintain client open item issues to facilitate resolution. Develop and distribute customized service instructions to field operations. Utilized risk management tools to develop reports for loss trending and analysis. Design meaningful service plans with client base and participate in the

measurement of results. Keep clients appraised of all compliance issues and legislative changes. Working with Cambridge carrier liaison for reporting and statistical requirements. Coordination of claim reviews and audits. Secure renewals and market additional program enhancements on existing book of business. 06/1996 to 04/1999 National Client Service Manager

Presidium, Inc - Parsippany, NJ

Managing National Accounts for Workers' Compensation Casualty Programs. Consulted with customers on their servicing needs to match up with the our company*s service and product offerings. Developed training programs to educate clients on workers' compensation statutory regulations. Assisted clients with implementing various cost containment programs such as return to work programs, managed care, and bill review programs. Assisted with the development of Best Practices for operations. Responsible for strategic input involving client service issues, audit process, multi-state and multi-client functionality workflow practices and procedures. Maintained service schedule to ensure regional offices maintained compliance with corporate policies and procedures as well as account specific special handling instructions. 11/1992 to 05/1996 Home Office Analyst

Hertz Claims Management - Park Ridge, NJ

Major responsibilities for this Third Party Administrator included servicing of Commercial National Accounts for Workers' Compensation and Casualty Claims. Served as a corporate liaison between the Insured and their Carrier's. Acted as a resource and referral contact for 8 regional offices. Established standardized home office reporting procedures. Responsible for client specific Special Handling Instructions Conducted quarterly stewardship reviews. Supervised and monitored select accounts to provide authorization for reserve increases and settlement authority from the regional offices. Performed quarterly audits to ensure regional offices maintain compliance with corporate policies and procedures as well as special account handling instructions. Provided on-site training for all new hires. Conducted quarterly claim reviews. 10/1989 to 11/1992 Claims Management Analyst

AIG Risk Management - Parsippany, NJ

Supervised Third Party Administrators handling of excess Workers' Compensation claims for National accounts. Provided proper direction and guidance to ensure carriers' exposures were minimized. Cases were aggressively monitored to dispose of effectively and expeditiously. Losses reported at $100,000 or one half the self-insured retention. Traveled on a quarterly basis for audits and maintenance of accounts.

EDUCATION 2010 Hospitality Administration and Management: International Business

Fairleigh Dickinson University - Madison, NJ 1987 Bachelor's Degree: Business Marketing

Virginia Commonwealth University - Richmond, VA

Contact this candidate