Ana Llano
Lithia,FL
Summary
Accomplished Chief Operation Officer at Cidenet US adept in strategic leadership and operational excellence, significantly enhancing project delivery and customer satisfaction. Skilled in organizational leadership and critical thinking, as a seasoned professional with extensive experience in operations, project management, and technological leadership within the insurance industry, I have a proven track record of driving operational efficiency, optimizing processes, and leading cross-functional teams to deliver high-impact results. I have successfully led the implementation of innovative technology solutions, streamlining operations and enhancing the customer experience through digital transformation. With my experience and a high motivation for continuous learning, I hope to ensure the experience and satisfaction of Cidenet's clients and achieve the proposed objectives in the EEUU.
Overview
13
13
years of professional experience
Work History
Chief Operation Officer
Cidenet US
11.2024 - Current
- Identify and select the best talent based on client expectations to ensure the successful delivery of assigned projects.
- Engage with the sales team to gauge service satisfaction, identifying perceptions of quality, compliance, commitment, and overall satisfaction with the service provided.
- Support the teams in managing and resolving issues and customer relationship management to fulfill commitments.
- Maintain the relationship with the providers and guarantee a smooth delivery of their services
- Champion a culture of continuous improvement, fostering collaboration between departments and providers for optimal operational results.
Life Insurance Operations Manager
Seguros Sura Colombia
02.2019 - 08.2023
- Lead the life insurance operations team to respond to the development and transformation of the strategy, ensuring a scalable, agile operation focused on customer needs.
- Develop innovative projects to address customer pain points and optimize valuable interactions, ensuring a positive customer experience.
- Develop collaboration strategies with other areas of the company to ensure the execution of projects that automate operational tasks and prioritize freeing up time for individuals to maximize knowledge.
- Manage the allocated budgets and ensure the successful execution and development of technological projects for product development, maintenance of current products, continuous improvement, process transformation, and and safeguarding the customer experience.
Project Manager, Mobility Insurance
Seguros Sura Colombia
02.2018 - 02.2019
- Lead the Friss project within the mobility management department, implementing an online fraud detection model that helped reduce fraudulent claims payments, improved claims processing time for honest customers, and leveraged data to better understand mobility claim behavior.
- Manage resources, time, and the internal Sura team for the Friss project, working collaboratively with Friss project members based in the Netherlands and the reinsurer Munich Re, based in Germany, leveraging cultural and business diversity to ensure effective communication and the achievement of project goals.
- Track and manage KPIs set during the project's development, addressing obstacles and collaborating with other teams within the company to ensure the successful completion of the project in its first year.
Director of Medical Underwriting and Claims
Seguros Sura Colombia
12.2015 - 02.2018
- Manage the medical underwriting process for life and health insurance to ensure proper risk assessment of clients, applying appropriate medical and risk criteria for policy issuance.
- Transform the medical underwriting operations model by implementing an online medical underwriting system that automates 90% of medical decision-making, streamlining the advisory and sales process and freeing up expert team time to focus on more complex cases, further standardizing the process and improving the customer experience.
- Supervise and enhance life claims management, ensuring efficient, accurate, and timely evaluation and resolution of claims submitted by policyholders and beneficiaries.
- Ensure that medical underwriting and claims management operations comply with all local regulations, internal policies, and insurance industry standards.
- Continuously improve medical underwriting and claims handling processes by implementing new technologies, agile methodologies, and best practices to increase operational efficiency and customer satisfaction.
- Lead the analysis of underwriting and claims data to identify trends, areas for improvement, and potential risks, providing strategic insights to inform decision-making and manage the life insurance product portfolio.
- Coordinate and lead a multidisciplinary team of medical underwriting, claims, and operations professionals, promoting professional development, continuous training, and ensuring high performance and engagement.
- Manage complex or exceptional claims situations, ensuring high-quality service for customers by addressing concerns and resolving disputes effectively.
- Collaborate in the design and development of new life insurance products, ensuring that the products are medically viable and align with claims management, while meeting market needs.
- Manage the allocated budget for medical underwriting and claims operations, ensuring cost control and maximizing profitability through improvements in operational efficiency.
Director of Insurance Agents Channel Strategy
Seguros Sura Colombia
07.2013 - 11.2015
- Lead and oversee the strategy of the insurance advisor channel in the Northern Region of Colombia, ensuring alignment with the company’s commercial and growth objectives, promoting training, motivation, and alignment of the sales network and advisors to increase insurance sales, improve the end customer experience, and ensure sustained profitability.
- Monitor the performance of the sales network and advisors through national, regional, and office-specific campaigns, incentive plans, and channel management strategies.
- Establish, monitor, and analyze key performance indicators (KPIs) to evaluate the effectiveness of advisors and the channel, making data-driven decisions to optimize results.
- Conduct market and competitor analysis to identify growth opportunities and adapt commercial strategies to maintain a competitive edge.
- Ensure the proper implementation of sales tactics and management of the traditional advisor channel, overseeing advisor performance in acquiring new clients, closing sales, deepening relationships, and retaining existing customers.
- Supervise the implementation of technological tools and digital platforms to optimize channel management, facilitating the work of advisors and improving operational efficiency.
- Manage the budget allocated to the advisor channel, controlling costs and maximizing return on investment in sales and training activities.
- Work closely with other departments within the company (such as marketing, human resources, operations and technology) to ensure that the advisor channel initiatives align with the overall strategic objectives.
Financial Analyst, Insurance Agents Channel
Seguros Sura Colombia
08.2012 - 06.2013
- Conduct detailed financial analysis to evaluate the profitability and performance of the insurance advisor channel, identifying trends and providing recommendations to improve financial efficiency.
- Prepare and present periodic financial and management reports related to the performance of the advisor channel, including key indicators such as new business sales, renewals, cancellations, and other operations, as well as productivity and growth indicators.
- Collaborate in the preparation and monitoring of the advisor channel budget, controlling operational costs and ensuring they remain within the established parameters.
- Analyze and monitor incentive and bonus plans for advisors, ensuring they are aligned with the company’s financial and strategic objectives.
- Analyze financial and commercial data related to the performance of advisors and the channel, using financial KPIs to generate reports that support strategic decision-making.
- Provide financial support to the advisor channel management through scenario analysis and projection of results to support both short- and long-term decision-making.
- Monitor the financial performance of special projects within the advisor channel, such as the implementation of new strategies or the launch of products, ensuring their financial viability and sustainability.
- Work closely with other departments such as regional offices, marketing, financial planning, and operations to ensure that financial decisions align with the company’s commercial and operational goals.
- Make short-, medium-, and long-term financial projections for the advisor channel, providing key data on revenues and expenses to support business strategy planning.
Insurance Agents Incentive Plan Assistant
Seguros Sura Colombia
05.2012 - 08.2012
- Collaborate in the implementation, monitoring, and evaluation of the incentive plan for insurance advisors, ensuring that it is applied fairly and consistently.
- Continuously track the sales targets set for advisors, ensuring they meet the necessary criteria to qualify for incentives and bonuses.
- Prepare periodic reports on the performance of advisors and the distribution of incentives, providing clear and accurate information to management and sales teams.
- Assist in communicating the policies and objectives of the incentive plan to the advisors, clarifying any doubts and providing details on how incentives and bonuses are calculated.
- Verify and validate sales data, including reviewing any errors or inconsistencies, to ensure that incentive calculations are accurate and transparent.
- Work closely with sales, human resources, and finance teams to ensure that incentive payments are made in a timely manner and align with the company's budgets.
- Participate in the review and adjustment of the incentive plan based on the results achieved and the changing needs of the market or company strategy, providing recommendations to improve its effectiveness, based on the analysis of the results obtained.
Education
Master of Science - Business Management
Universidad Del Rosario
Medellín, Colombia12-2015
Master of Science - Business Management
Universidad CES
Medellín, Colombia12-2015
Bachelor of Science - Management Engineer
Universidad Nacional De Colombia
Medellín, Colombia07-2011
Skills
- Organizational leadership
- Strategic Leadership
- Team Management
- Decision-Making
- Operational excellence
- Profitability improvement
- Operations management
- Customer Focus
Languages
English
Full Professional
Timeline
Chief Operation Officer
Cidenet US
11.2024 - Current
Life Insurance Operations Manager
Seguros Sura Colombia
02.2019 - 08.2023
Project Manager, Mobility Insurance
Seguros Sura Colombia
02.2018 - 02.2019
Director of Medical Underwriting and Claims
Seguros Sura Colombia
12.2015 - 02.2018
Director of Insurance Agents Channel Strategy
Seguros Sura Colombia
07.2013 - 11.2015
Financial Analyst, Insurance Agents Channel
Seguros Sura Colombia
08.2012 - 06.2013
Insurance Agents Incentive Plan Assistant
Seguros Sura Colombia
05.2012 - 08.2012
Master of Science - Business Management
Universidad Del Rosario
Master of Science - Business Management
Universidad CES
Bachelor of Science - Management Engineer
Universidad Nacional De Colombia
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