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Customer Service Executive

Location:
Chevy Chase, MD
Posted:
October 25, 2020

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Resume:

Washington, DC 478-***-**** adg96r@r.postjobfree.com www.linkedin.com/in/tanya-stinson-mba-a040a471/

Executive Summary:

Executive leadership experience as Director, Process and Systems Improvement.

Demonstrated ability to lead large projects and enhance baseline quantitative and qualitative key performance indicators including those that strengthen processes, systems, and services to increase organizational effectiveness while building a positive, performance-oriented culture.

Skills: Project Management Methodologies Implementation Plans Change Agent Lean Tools Standardization & Simplification Statistical Analysis Vendor Management

Implemented new claims system across 12 US operating locations.

Developed and implemented new Staff Counsel system operating across 109 offices.

Directed development which automated the processing of 5.4 million customer bills per year.

Implemented system automated workflow that eliminated manual tasks, reduced staffing needs by 30%, improved customer service survey results by 14pts and decreased processing time by 45%.

Director, Applications, Processes and Systems, Competitive Advantage

GEICO Insurance Company - 2010-Present

Coordinate activities of 70-member team in seven locations supporting 12 regional offices across the US to plan, implement, and evaluate process reviews, compliance, and business testing projects that enhance customers’ experiences through improved internal processes, system enhancements and internal control. Influence collaborative efforts between IT, senior management in the regions and critical stakeholders across the organization.

PROCESS REVIEWS

Standardized core metrics to align performance ratings for all regions; coordinated with regional senior leadership to define key performance indicators and acceptable ranges.

Championed 18-month change project to automate processing of 5.6 million customer bills per year; examined billing process end-to-end; researched and selected vendor; characterized and prioritized bills by type; ensured integration of state-specific requirements; project led to 20% reduction in required staff and improved visibility on usual and customary benefits payments.

Implemented new bodily injury claims handling process that reduced location-based variances of up to 40%; examined trends to target opportunities for decision making at lowest possible level; reduced reserve requirements while improving staffing efficiencies which resulted in $4 million savings.

Implemented Robotic Process Automation and Optical Character Recognition to identify time sensitive documents, eliminate manual keying, and ensure appropriate handling of claims.

COMPLIANCE

Collaborate with Office of Legislative Counsel, General Counsel and regional teams to track, prioritize and implement state and federal legal and regulatory changes that affect enterprise-wide systems and processes.

Developed internal processes to ensure adequate validation and follow-up of federal mandated processes such as Medicare claims, NMVTIS, and Escheat.

Established internal controls that includes system enhancements, standardize reporting, process improvements, and audits that ensure SOX compliance.

BUSINESS TESTING

Provide on-going system testing – with 97% accuracy rate – for enhancements, changes, and defect corrections for regular 3-week release cycle.

Expanded system coverage by automating 100% of our regression testing.

Planned and managed new claims system rollout across 12 regional offices that laid foundation for other digital efforts and allowed for improved interaction with vendors; scheduled and hosted pre-implementation meetings, compiled and published FAQs, and gathered and evaluated post-rollout feedback.

Director, Call Center Reporting / CSR Training

GEICO Insurance Company - 2009-2010

Appointed to lead two departments concurrently: performance analysis and training for call center with 400 full-time associates.

RESULTS

Improved KPIs for claims service, customer interaction, and call quality from 4th to 1st quartile in 12 months.

Improved onboarding process and new hire surveys while also decreasing our new hire turnover.

Director, Salvage/Mechanical Breakdown/Emergency Service

GEICO Insurance Company - 2007-2009

Selected to lead relatively new department that struggled to meet performance objectives since inception. Anticipated and mitigated impact on employee morale throughout change process. Examined processes and operations of three departments with 350 staff, focusing on key goals to improve turnover, pending cases, and average losses.

RESULTS

Developed training plan to address knowledge gaps for state-specific regulations, reducing errors and increasing employee retention by 30%.

Realigned workflow according to eliminate queue process which resulted in real time handling of new files. Reduced overall time in process by from 71 days to 55.

Promoted internally through series of management and supervisory roles in customer service, road service, and claims 1998-2007

Education:

University of Maryland Robert H. School of Business

Masters, Business Administration - 2018

Mercer University

Bachelor of Science, Information Technology- 1998

Accomplishments:

Diversity Facilitator - 2000 -2009

Legal Principles Claim Specialist - 2000

Automobile Claim Law Associate - 2000

Completed Leadership Macon - 2001

Board of Directors Crisis Line - 2003

Certificate in General Insurance (Ins 21, 22 and 23) - 2005

Active Member of Arbitration Forum Member Council - 2006 to present

Active Member of National Association for Subrogation Professionals - 2005 to present



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