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Resolution-focused manager with the ability to identify and facilitate action-dr

iven plans capturing opportunities for new methods of ensuring accuracy and ope
rations excellence.
Management professional with expertise in quality assurance, process, and operat
ions improvement, strategic planning, execution, and analysis. Sought out and tr
usted by department executives to act as the point person to provide effective r
esolutions for all location-specific management issues and questions to ensure c
omprehensive corporate management. Depended on to complete tasks that others di
d not previously complete to satisfaction.
* Strategic Planning * Top-level Strategic Analysis
* Employee Mentoring * Best Practices Development
* Aspect Quality Management System * Client Relationship Management * Organized
* Solid Work Ethic * Detail-Oriented
* Nice Systems * Microsoft Office Proficiency * Grass and Kronos

Company Confidential, 2001 - Present
Senior Quality Improvement Specialist | 2002 - Present
Health Insurance Underwriter | 2001 - 2002
Department leader for all quality improvement specialists and underwriters, fiel
ding technical and best practices questions, as well as general office managemen
t issues. Supervised and oversaw accuracy of all audits completed by the quality
improvement specialist team to ensure a 98.5% accuracy rate while meeting compa
ny and Sarbanes-Oxley guidelines. Test, analyze, and recommend underwriting imp
rovement guidelines. Hire and train quality improvement specialists through audi
ting client calls and underwriting decisions, as well as providing technical sup
port and mentoring.
Selected Accomplishments:
* Maintained a 98.5% applicant info accuracy rate by developing new sales call a
udit procedures
* Created training outline for new employees that included benchmarks and quanti
fiable review process
* Met or exceeded productivity goals for six years while managing quality improv
ement team
* Implemented Error Trend Report to identify employee performance issues and tra
ining opportunities
* Tested and assisted in developing new quality database to track error consiste
ncies and trends previously unavailable for training purposes
Company Confidential, 1998 - 2001
Life Insurance Underwriter, Prudential Leaders Council
Supervised underwriting support staff. Worked closely with agents to communicat
e premium amounts on high-risk applications, reviewed life insurance policies to
determine risk, and audited issued life insurance policies to track and analyze
rating trends.
Selected Accomplishments:
* Reviewed more than 10-15 life insurance policies per day to determine accurate
risk amount
* Oversaw weekly aging case report to ensure timely completion of cases
* Contacted 9-10 clients per day to maintain solid client relationships
Company Confidential, Medical Underwriter, 1997 - 1998
Analyzed policy risk and calculated premium levels for business groups, while re
maining current with state and federal regulations to ensure consistent plan com
Selected Accomplishments:
* Achieved management of state workload full rotation within three months (typic
ally requires 4-6 months)
* Participated in the development of submissions requirement guide as chosen by
upper management
Company Confidential, Advanced Health Benefits Examiner, 1996 - 1997
Conducted general audit of all office claim files and input data into HCI Index.
Audited problem disability claim files. Calculated residual and business overh
ead disability claims. Evaluated claims processing procedures and developed rec
ommendations for improvement.
Selected Accomplishments:
* Reduced claims process time by leading development of new claim form system
* Managed responsibilities of a team of clerks providing support to claims exami
* Appointed as lead trouble-shooter for issues surrounding software migration fr
om Lotus to Microsoft
* Reduced claims process time by designing, developing, and implementing Claim M
anagement Checklist and forms
Company Confidential, 1990 - 1996
Senior Claims Analyst | 1995 - 1996
Claims Analyst | 1990 - 1995
Supervised, conducted product training, and provided technical support to claim
analysts. Chosen to be responsible for complex case payment decisions. Investi
gated and recommended payment options for contested claims. Coordinated with up
per management to identify and execute process improvement strategies to increas
e productivity. Fostered solid working relationships with financial advisors th
rough extensive communication and negotiation.
Selected Accomplishments:
* Designated as department approval contact for all claims analysts
* Consistently maintained 98.99% accuracy on all claims decisions
* Selected by upper management for leadership team to develop department best pr
actices processes and procedures
* Special Merit Award winner for discovery of claim payment system calculation e
rror, saving an estimated $250,000
B.S., Business, Industrial Relations, and Speech Communications
Lessons in Leadership, David Walsh | 2009
Building Powerful Communication Skills Certificate, Center for Training and Deve
lopment | 2004
Microsoft Excel Certification | 2004
Associate, Life, and Health Claims | 1995