SHERON JOHNSON

Oakland, CA *****

510-***-**** ad1j7c@r.postjobfree.com WWW: Bold Profile

Professional Summary

Seasoned Operations Manager and talented leader with 20+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Skills

Leadership

Operational Management

Business Performance Management

Financial Management

Talent Management

Results-driven

Initiative

Customer Service

Process Improvement

Work History

08/2008 to 12/2021

Claim Operations Manager II

Chubb & Son – San Ramon

Supervised operations staff and kept employees compliant with state guidelines; company policies and procedures which minimized errors and fines which resulted in 95% or greater passing audit score.

Developed systems and procedures to improve operational quality and team efficiency. Quality increased by 10%.

Recommended process improvements which resulted in improved customer experience, service excellence and cost savings.

Collaborated with multiple state agencies on requirements to avoid penalties and fines $250 and greater for each error.

Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Project Manager for paperless initiative; new loss assignment, bulk billing and forms and correspondences automation. Huge savings on paper waste.

Implemented innovative programs to increase employee loyalty and reduce turnover. Led employee recognition program which resulted in creating claim operations newsletters highlighting individuals and team accomplishments quarterly.

Led hiring, onboarding and training of new hires to fulfill business requirements.

Developed and maintained relationships with external vendors and suppliers which resulted in resolving outstanding payment discrepancies in excess of $100,000.

Maximized performance by monitoring daily activities and mentoring team members.

Observed each employee's individual strengths and initiated mentoring program to prepare for next level opportunities which resulted in 15 % team promotions.

11/2002 to 07/2008

Supervisor – Senior Operation Services Officer

Chubb & Son – Pleasanton

Provided strong leadership to enhance team productivity and morale to achieve department objectives and performance goals.

Managed large-scale projects by transferring eligible business for all business units in branch to Western underwriting processing center when implemented. Consistently exceeded goals and expectations of services for more than $200 million in local premium.

Achieved superior results in Quality, Operations Efficiency, Workflows and Audit. Scores. Passed consistently with 95% or greater score.

Drafted business plan to core work between Northern and Southern California branches which resulted in being assigned oversight for both operations teams.

Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.

Established and maintained strong relationships with customers, vendors and strategic partners.

Education

06/1977

High School Diploma

Austin - Chicago, IL

Some College (No Degree): Accounting

Wilbert Wright Jr. College - Chicago, IL

Activities

I am very active in the community. Served as a mentor and the mentor coordinator for the Oakland House of Ruth (transitional house for women). Served as a board member and vice commissioner with the Bay area football and cheerleading league. I have a passion for cooking and love to feed the homeless and seniors. I coordinate with family and friends and adopt a family during the holiday season.

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