Quality Assurance Manager

Tim Adams

Summary of qualifications

Results-oriented operations manager with experience in implementing key initiatives across multiple business units. Excellent developer and implementer of processes and procedures that significantly strengthen operational controls environment and dramatically reduce expenses. Proven analytical thinker, skillful at multi-tasking and project management. Leadership expertise in change management, process engineering, technology strategy and financial analysis.

Specialties

Operational Analysis

Employee Coaching

Project Management

Complex Problem Solving Skills

Staffing Assessments

Hiring/Termination Decisions

Continuous Staff Performance Improvement

Conflict Resolution

Interviewing Experience

Budget Development

Financial Reporting

Quality Assurance

Procedure/Process Review and Development

Professional experience 1991 - 2011

Travelers Insurance Company Knoxville, TN

Customer Experience Operations Manager

Responsibilities

Hiring and termination decisions as warranted

Annual and quarterly compensation planning and distribution

Mentoring and coaching of employee base to achieve corporate goals

Negotiation and purchase of office equipment and supplies

Point person for facilities issues

Backup for Human Resources

Training of staff regarding new initiatives

Local point person for corporate audit and compliance check

Local point person for state audit and compliance check

Local point person for many corporate projects and initiatives

Local representative for annual corporate planning session

Countrywide point person for system access of sensitive information

Countrywide point person for Quality Assurance program for Account Processor job family

Local liaison between Regional Marketing offices, Regional Claim offices and Home Office

Responsible for managing multiple teams of direct reports with varied responsibilities

Achievements

Successfully helped develop and implement a new productivity program for Account Processors increasing productivity by 15% year one

Successfully developed and implemented a new quality assurance program for Account Processors

Successfully helped develop and implement a new quality assurance program for Personal Insurance Counselors

Successfully helped develop and implement a new quality assurance program for Underwriters

Spearheaded improvement process of audit results for Underwriter job family taking defect rate from 50%+ to less than 15% in 6 months

Consistently received top honor for lowest defect rate, less than 1%, countrywide for underwriting Quality Assurance audit

Consistently received top honor for lowest defect rate, less than 1%, countrywide for account processing Quality Assurance audit

Led countrywide consolidation of Center Support Team functions

Local point of contact for outsourcing initiatives

Played significant role in moving our office to its current location

Mentored and coached eight employees who are now; or have been members of our Management Team

Education

Bachelor of Science Carson Newman College 1990

Business Management

Three year letterman – Varsity baseball

References Available upon request

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