Christi Wilson
Hamburg,NY
Summary
Claim Manager with expert team leadership, planning and organizational skills built during successful career. Empower employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
17
17
years of professional experience
Work History
Auto Express - Auto Claim Unit Manager
Travelers Insurance
08.2015 - Current
- Coaching and development of staff by focusing on strengths and opportunities of behaviors impacting the work product
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Collaborate with peers on Key Performance Indicators and develop strategic initiatives to continue to improve results
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Onboarded new employees with training and new hire documentation.
- Facilitated successful cross-functional collaborations for the completion of key projects, fostering strong working relationships among team members.
- Collaborated with new UMs and provided them technical and leadership support
Claim Customer Services (CCS) Unit Manager
Travelers Insurance
02.2007 - 08.2015
- Provide guidance, coaching, and mentorship to members of the CCS Telephony team, fostering a culture of continuous improvement and enabling them to surpass key performance indicators
- Proactively analyze management information to promptly identify performance statistics trends, enabling the swift implementation of individual development plans. Develop and enact targeted solutions to address identified deficiencies and enhance overall team performance
- Subject Matter Expert on statistical data related to Travelers' experience at the Buffalo site, actively contribute to driving customer satisfaction survey results for the enterprise
- Leverage my goal setting and encouraging leadership style to develop and maintain a motivated and highly efficient team
- Lead office recruitment initiatives, actively address departmental attrition by orchestrating job fairs, office open houses, and implementing in-office recruitment strategies, including managing interviewing activities
- Increase employee engagement by assuming a leadership role in the development and execution of plans for Customer Service Week activities
Education
Bachelor of Science - Business Management
Bryant And Stratton College
Getzville, NY08.2015
Skills
- Performance Management
- Employee Engagement
- Employee Recruitment and Hiring
- Time Management
- Training and Development
- Team Leadership
- Customer Service
Timeline
Auto Express - Auto Claim Unit Manager
Travelers Insurance
08.2015 - Current
Claim Customer Services (CCS) Unit Manager
Travelers Insurance
02.2007 - 08.2015
Bachelor of Science - Business Management
Bryant And Stratton College
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