Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
References
Timeline
Generic

Christina "Chris" Brown

Leander,TX

Summary

Results-oriented, service-driven professional with strong operations background. Results-focused mid-level manager with 20 years of diverse experience leading growing teams. Strategic and tactical manager with exceptional skills to direct the big picture while keeping sight of critical details. Exemplary communicator and consensus builder with keen insights into people as well as business and finance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Assistant Vice President, Operations Manager

Marsh
Austin, United States
06.2021 - Current
  • Built strong operational teams to meet process and production demands.
  • Used strong issue-resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Motivated and evaluated personnel for performance improvement and goal achievement.
  • Collaborated with senior management on long-term strategic planning initiatives for the organization.
  • Identified areas of deficiency and performed root-cause analysis to solve problems.
  • Analyzed, compiled and presented statistical and production processing reports to senior leadership.
  • Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
  • Integrated technology to increase efficiency and real-time accountability of operational tasks.
  • Engaged with existing and potential clients to gain insight into needs.
  • Recognized by senior management for providing exceptional service.
  • Co-chair Colleague Resource Group - aimed o foster a diverse, inclusive workplace aligned with the organization's policies.
  • Co-Chair Colleague Advisory Council - provides a forum for employees to have an additional voice regarding concerns or issues that affect them in their workplace

Sr. Claims Pricing Analyst

Genpact
Austin, United States
08.2018 - 05.2021
  • Assessed accuracy of claim payments by comparing submitted policyholder property lists to benefit allowance guidelines.
  • Tracked progress of pending cases through manual follow-up or automated systems.
  • Developed a detailed understanding of the carrier's policies and procedures related to claim processing and payment determination.
  • Analyzed customer complaints, identified root causes of problems, and developed corrective action plans.
  • Participated in quality assurance activities such as peer reviews and audits.
  • Obtained necessary information to complete proper evaluation of property claims.
  • Delivered exceptional customer service to clients by communicating information and actively listening to concerns.

Broker Support Manager/Sr L&D Consultant

Farmers Insurance Group of Companies
Agoura Hill, CA/Austin, TX
08.2005 - 03.2018
  • Created operational protocols and customer service processes to improve staff performance.
  • Responded to escalated broker issues in accordance with company guidelines.
  • Ensured compliance with applicable laws, regulations, and industry standards relating to consumer protection.
  • Analyzed internal processes and recommended and implemented procedural or policy changes to improve operations.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Prepared documentation, reports, and logs to identify and manage sales metrics and support process driven activities.
  • Analyzed each department's training needs and developed new training programs based upon data collected.
  • Evaluated existing programs and identified opportunities for improvement.
  • Prepared detailed reports on training activities including cost analysis and evaluation of outcomes.
  • Researched best practices in corporate learning strategies and shared findings with stakeholders.
  • Developed learning materials, such as instructor guides, participant manuals, job aids, e-learning modules and multimedia visual aids.
  • Conducted needs assessments to identify training and development requirements.
  • Designed training modules implementing strategic business practices and organizational behavior training concepts.
  • Effectively trained instructors and supervisors on techniques for managing employees.
  • Led training classes and recorded instruction for later use.
  • Collected and reported on data such as pre- and post-course skill assessments, participation numbers and course assessments.
  • Leveraged Excel skills to input and compile data gathered from various sources.

Education

Bachelor of Science (B.S.) - Psychology

California Coast University

Skills

  • Operations Management
  • Strategic Planning and Execution
  • Cross-Functional Team Management
  • Process Improvements
  • Performance Analysis
  • Supervision and Training
  • KPI Tracking
  • Leadership Training
  • Employee Development

Certification

  • Lean Six Sigma Yellow Belt (ICYB)
  • Lean Six Sigma Green Belt (ICGB)

Accomplishments

  • Recognized by senior leadership for streamlining processes to generate time-saving. This resulted in the ability to pivot resources to several critical initiatives.

References

References available upon request.

Timeline

Assistant Vice President, Operations Manager

Marsh
06.2021 - Current

Sr. Claims Pricing Analyst

Genpact
08.2018 - 05.2021

Broker Support Manager/Sr L&D Consultant

Farmers Insurance Group of Companies
08.2005 - 03.2018

Bachelor of Science (B.S.) - Psychology

California Coast University

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Christina "Chris" Brown