Brittney Decker
Tampa,FL
Summary
Experienced and results-oriented Director of Customer Operations with a strong foundation in process management and proven track record in driving operational efficiencies. Skilled in building high-performance teams, fostering collaboration, and aligning operations with business objectives. Committed to delivering top service, driving growth, and contributing to organizational goals.
Overview
10
10
years of professional experience
Work History
Director of Customer Operations
Cover Whale
New York, NY
02.2024 - Current
- Designed effective organizational structures that aligned with corporate mission and values
- Implemented strategies for improving operational efficiency within the billing, underwriting, and customer support departments
- Collaborated with cross-functional teams to streamline business operations
- Developed and implemented customer experience strategies to improve customer satisfaction and analyzed customer feedback data to identify opportunities for process improvement
- Identified key performance indicators to measure success of customer experience initiatives
- Designed training programs focused on delivering exceptional customer service experiences
- Implemented new technologies such as chatbots, AI, virtual reality. to enhance the user experience
- Managed relationships with internal stakeholders including IT, product development, sales, operations and finance departments in order to ensure successful delivery of projects related to customer experience initiatives
Manager, Agent & Driver Services
Cover Whale
New York, NY
03.2023 - 02.2024
- Created and monitored KPIs related to customer satisfaction, loyalty, retention, and usage metrics
- Prepared new ideas, proposals and testing strategies to promote company productivity
- Created and deployed a comprehensive training and onboarding program for new hires at all levels to ensure the team has the right skills, competencies, and perceptions in the market
- Oversaw daily activities of departments such as retention, billing, loss control and customer service
Manager, Customer Retention
Cover Whale
New York, NY
09.2022 - 03.2023
- Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls
- Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely
- Converted existing business objectives into specific measurable, time-based goals and realistic action plans
- Forecasted, scheduled and monitored project timelines, personnel performance and cost efficiency
Manager, Claims Operations
USAA
Tampa, FL
12.2016 - 09.2022
- Employee focused, centered on empowerment and self-development while overseeing claims handling, file quality and member service
- Managed team performance by analyzing results while ensuring delivery of member experience
- Leveraged team resources to the department's benefit for claims communication handling & cross team mentoring (initiative leader)
Casualty Claim Adjuster
USAA
Tampa, FL
08.2014 - 12.2016
- Evaluated and interpreted the auto contract to determine coverage and indemnify members and claimants
- Investigated liability claims to ensure validity and settlement value
- Researched, developed and trained department on GA Diminution In Value (DIV) handling
Education
Transportation Risk Specialist (TRS) -
Motor Carrier Ins Education Foundation (MCIEF)
01-2023
MBA - Project Management
Saint Leo University
2019
Associates in General Insurance - (AINS)
The Institutes
2017
Associates in Claims - (AIC)
The Institutes
2015
Bachelor of Arts -
University of Central Florida
2012
Skills
- Member Satisfaction
- Workflow Management
- Quality Assurance
- Business Forecasting
- Innovative Solutions
- Process Improvement
- Operational Efficiency
Timeline
Director of Customer Operations
Cover Whale
02.2024 - Current
Manager, Agent & Driver Services
Cover Whale
03.2023 - 02.2024
Manager, Customer Retention
Cover Whale
09.2022 - 03.2023
Manager, Claims Operations
USAA
12.2016 - 09.2022
Casualty Claim Adjuster
USAA
08.2014 - 12.2016
Transportation Risk Specialist (TRS) -
Motor Carrier Ins Education Foundation (MCIEF)
MBA - Project Management
Saint Leo University
Associates in General Insurance - (AINS)
The Institutes
Associates in Claims - (AIC)
The Institutes
Bachelor of Arts -
University of Central Florida
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