Chasity Howard

Lead a team of 10 in the Refund Plus department, managing quote investigations and ensuring all quotes for approximately 100 clients are completed within contractually agreed Service Level Agreements (SLAs).

• Team Leadership: Foster a high-performance culture through coaching, team-building activities, and providing clear direction, resulting in improved morale and productivity.
• Client Reporting: Oversee the creation of accurate and timely reports for one of the company's largest clients, ensuring data integrity and compliance with client specifications.
• Process Improvement: Collaborate with the ETG team to enhance internal systems and workflows, resulting in improved accuracy and efficiency.
• Client Relations: Represent the company during client visits, answering questions, providing insight into operations, and building stronger client relationships.
• Leadership Development: Completed an intensive leadership training program, focusing on strategic decision-making, communication, and team empowerment.
• Team Building: Initiate and organize monthly team-building activities to foster camaraderie, trust, and collaboration among team members.
• Adaptability: Successfully navigated leadership changes within the department, keeping team morale high and focused on meeting departmental goals during periods of organizational uncertainty.

Key Achievements:

• Contributed to a significant reduction in processing errors, improving the overall accuracy and timeliness of quotes.
• Played a key role in improving the department’s workflow, leading to faster turnaround times for client quotes.

• Coordinated investigations and managed workflow to ensure adherence to deadlines for a portfolio of clients.
• Monitored internal systems for quote accuracy and helped resolve client-related inquiries and issues.
• Worked closely with the leadership team to identify and implement process improvements for better efficiency and client satisfaction.
• Assisted in training and mentoring junior team members, contributing to a collaborative and high-performing team environment.

• Managed blanket mortgage coverage renewals and invoicing for 1,000+ accounts.
• Followed up on past-due coverage renewals, ensuring continuity and compliance.
• Processed Kwik Risk applications for underwriting, improving turnaround time and accuracy.
• Maintained strong customer service standards, consistently resolving issues and queries in a timely and professional manner.

• Supervised and supported juvenile residents, ensuring their safety and well-being.
• Provided life skills training and maintained detailed reports on each individual’s progress.
• Collaborated with social workers and therapists to ensure the implementation of care plans.