Customer Service Sales
Resume:
Mary Delaney
West Hartford, CT *6107
**********@***.***
OPERATIONS MANAGEMENT
Experienced insurance professional with consistent record of achievement in increasingly responsible Home Office and Field Office claim positions. Strategic thinker with proven leadership abilities in a large claim office. Excellent interpersonal and communication skills. Strong critical thinking and analytical ability. Additional qualifications include:
Operations Management Staffing Model Design
Proofreading/Editing/Writing Planning and Communications
Workflow Development Creative Problem Solving
Proficient in Microsoft Word and Excel
PROFESSIONAL EXPERIENCE
UNITED STATES CENSUS BUREAU
Supervisor/Crew Leader Hartford, CT 4/2010 – 9/2010
Selected as a Supervisor/Crew Leader in the Hartford district to lead a team of enumerators in the Census 2010 “Non-Response Follow-up” mission.
Supervised 50+ enumerators during field operations. Assigned duty areas to employees, observed them in the field, and provided on-the-spot assistance and supervision.
Assigned 1000+ cases to team members to conduct personal visits to housing units to complete the census questionnaire that had not been returned.
Reviewed and certified daily payroll and progress reports for accuracy, and ensured that work was completed within established time schedules.
THE HARTFORD/SPECIALTY RISK SERVICES, LLC
Senior Business Consultant Hartford, CT 2005-2008
Selected as a key member in the successful deployment of Source, the largest technological project in the history of The Hartford/SRS, at a cost of approximately $100 million.
Developed training modules, and provided critical support to on-site training on the Source claim management system to 150+ professionals in five field claim offices.
Reviewed 3,700 forms and letters and added them to the Source library for daily use by the claim staff. Created and edited the majority of the templates to reflect jurisdictional updates, and to ensure a professional product with correct grammar and punctuation.
Wrote detailed scripts used in testing various aspects of the Source application during User Acceptance Training sessions (UAT).
Established and maintained positive relationships with the Operational Readiness leads in all offices to make certain that their forms and letters were available for use on their “go-live” date.
Created in-depth Sales Procedure manual for the Sales organization to document Best Practices, sales techniques, and performance expectations.
Developed a consistent response to inquiries in the Request for Proposal (RFP) process, which validated and clarified 300+ responses in the RFP database for use by the Technical Writers.
Mary Delaney **********@*******.*** Page 2
Operations Manager Brea, CA 1997-2005
Managed Workers’ Compensation and Liability teams comprising 10+ direct reports with oversight of up to 75 claim professionals, including 40 staff in five remote locations. Teams earned reputation for consistently delivering a high level of customer service and quality claim handling.
Led initiatives in expense management, litigation management, quality assurance, loss reduction objectives, and customer satisfaction.
Developed and implemented a strategy for the successful takeover of a carrier’s book of business, generating 2,300 new claims and significant income for the company.
Exhibited excellent decision-making and change management skills as business increased and office doubled in size. Created new teams, changed workflows, and developed new positions to accommodate rapid growth. Interviewed and hired more than 50 new employees.
Participated in account sales presentations as a member of the management team.
Took an active role in responding to and quickly resolving complex account issues.
Administered Human Resources activities including new-hire recruitment, resignations, terminations, and office closings.
Co-facilitated all Diversity and Inclusion training sessions for Division’s 100+ staff.
Consultant/Manager Hartford, CT 1989-1997
Established SRS claim offices countrywide, and managed several account-dedicated offices (Publix, The Limited, and Cotter/True Value). Provided managerial oversight to the dedicated offices, and assisted the Field Operations Director in supporting the offices for all issues.
Developed and implemented a staffing model for all SRS claim offices. Worked closely with claim managers to identify and transfer claim staff from the P&C to the SRS organization.
Participated in site selection, staffing, creation of workflows, and design of floor plans.
Created “Operation Breakthrough,” a claim outstanding reduction program, and implemented it in 21 claim offices. Achieved 100% success in attaining a significant decrease in claim outstanding of 12% over a six-week period.
Demonstrated leadership skills and expertise in consistently managing multiple tasks while opening new offices and monitoring existing ones.
Specialist/Division Supervisor East Hartford/Farmington, CT 1982-1989
Priced claim service for Hartford Specialty accounts. Participated in the development of SRS by observing focus groups which discussed the feasibility of creating a Third Party Administrator (TPA). Obtained competitor information and developed field office staffing models.
Played a key role as a member of the TPA Strategy team in the development and creation of seven hub and eight satellite claim offices countrywide. Analyzed business requirements, developed workflows and staffing models, and created job descriptions.
Prior to 1982:
Commercial Inland Marine Underwriter East Hartford, CT
Claim Adjuster Hartford, CT
EDUCATION & PROFESSIONAL DEVELOPMENT
Barat College Lake Forest, IL
B.A., Psychology
HARC - Board of Directors – 2010-2012
Church of St. Helena Women’s Guild – President – 2010-2012
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