Nexsure Agency Management System
ANGELA M. PAGLIARO
Associate Director Operations & Strategy
Saint Augustine,FL
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
Work History
Associate Director of Operations and Strategy
Aon Corporation
Jacksonville , FL
5 2016 - Current
- Responsible for operations of Customer Support Center for Aon Private Risk Management supporting 120 internal Account Executives and Producers with 14,000 clients, 42,000 policies, and $46,000,000 in revenue.
- Empowered team members by delegating responsibilities effectively while still offering support when needed.
- Implemented quality control measures to ensure consistent product delivery and customer satisfaction.
- Initiated process improvements that led to increased output without sacrificing quality or customer service standards.
- Established performance metrics to track progress against organizational goals, providing valuable insights for continuous improvement efforts.
- Streamlined operations by implementing efficient processes and procedures, leading to increased productivity and reduced operational costs.
- Developed strong relationships with key partners, suppliers, and vendors, resulting in improved collaboration and cost savings.
- Championed diversity within the workplace by creating an inclusive environment that welcomed individuals from different backgrounds.
- Reduced overhead expenses through strategic budget management, vendor negotiations, and cost-saving initiatives.
- Boosted employee satisfaction through the development of comprehensive training programs and performance management initiatives.
- Coordinated business continuity planning efforts to ensure minimal downtime during unexpected events or crises.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Technology (IT) Project Manager
Aon Private Risk Management Insurance Agency, Inc.
Jacksonville , FL
06.2008 - 05.2016
- Project Manager for transition from Applied Wintam Agency Management System to Nexsure Agency Management System.
- Maintain and monitor Nexsure Agency Management system.
- Business unit liaison to XDTI, now Dyad (vendor for Nexsure) Member User Group Board as Secretary, Vice President, and President.
- Develop and maintain internal SharePoint website for our business unit, which houses all workflows, carrier information, marketing information, and operational information.
- Empowered users with training sessions on new software applications and upgrades, enhancing productivity across departments.
- Mentored junior team members in technical skills development and industry best practices to enhance their capabilities
- Conducted regular reviews of workflow processes to ensure alignment with organizational objectives and industry best practices.
- Provided expert guidance on workflow optimization strategies during key decision-making processes at both departmental and organizational levels.
- Championed change management efforts necessary to drive adoption of new workflow solutions.
- Developed comprehensive workflow documentation for better understanding of processes among team members.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Assistant Director - Client Services
Aon Private Risk Management Insurance Agency, Inc.
Glenview, Illinois
08.2001 - 06.2008
- Manage 15 Client Service Center Staff, including Client Service Specialists, mail and scanning department, administrative support staff, and temporary employees.
- Develop workflows to increase productivity and performance.
- Train national management staff, regional directors, origination team, relationship managers, and client service specialists.
- Project Management for technology solutions, including database merges and extractions, website solutions, system upgrades, and transitioning accounting functionality.
- Monitor Applied Wintam Agency Management System, including system maintenance, utilization, data integrity, troubleshooting, and business productivity reports.
Education
Bachelor of Science in Restaurant, Hotel and Institutional Management -
Purdue University
West Lafayette, IN 08.1986 - 05.1990
Skills
Strategic Planning
Operational Excellence
Emergency Preparedness
Staff training/development
Customer Relationship Management
Excellent Communication
Problem-Solving
Teamwork and Collaboration
Software
Microsoft Office 365
Sharepoint
Certification
Illinois Property and Casualty License 1994 to 2007
Timeline
Chartered Private Risk and Insurance Advisor (CPRIA)
09-2022
Technology (IT) Project Manager
Aon Private Risk Management Insurance Agency, Inc.
06.2008 - 05.2016
Florida 2-20 Property and Casualty License 2007 - present
06-2007
Assistant Director - Client Services
Aon Private Risk Management Insurance Agency, Inc.
08.2001 - 06.2008
Illinois Property and Casualty License 1994 to 2007
01-1994
Bachelor of Science in Restaurant, Hotel and Institutional Management -
Purdue University
08.1986 - 05.1990
Associate Director of Operations and Strategy
Aon Corporation
5 2016 - Current