Cindy Leblanc
Boylston,MA
Summary
Multi-talented and collaborative Administrative Manager focused on business efficiency and operational improvements. Dedicated and decisive leader with strategic and forward-thinking mindset offering more than 36 years of experience. Analytical problem-solver and persuasive communicator with talent for creative solutions.
Overview
36
36
years of professional experience
Work History
Sr. Unit Manager -Administration
Hanover Insurance Group Inc.
Worcester , MA
08.2016 - Current
- Successfully reviewed and moved Workers Comp admin to central admin. Reviewed work and allocated task to EXL
- Cut Manual Check and overnight cost by 25%
- Move CLUE mailbox and monitoring to my team for handling. Handle the BOA results
- Collaborated with LOB in Claims and Claims Tech Support- Roll out of CMX updates and assist on work around.
- Monitor Roadside vendor quality and implement customer recovery when necessary.
- Established effective communication channels between all departments within the claims organization
- Collaborated with other LOB within Claims to remove repetitive work from adjusters. Assessed work to move to EXL for handling.
- Provided guidance, coaching, and mentoring to staff members.
- Conducted performance audits for EXL to measure results and accuracy.
- Encourage the team to think critically and welcome change ideas
- • Identify key issues and communicate to the proper audience in an appropriate and timely manner.
- Inclusive Decision Maker - solicits deas and thoughts from a varied group of individuals when planning new workflows, problem solving and sharing ideas.
Unit Manager CCT
Hanover Insurance Group Inc.
05.2007 - Current
- Implemented FNOL workflow for Specialty LOB such as Professional Liabiity and Claims Made Process
- Developed strategies with Special Accounts Claims team to develop a format for adjusters to receive special handling instructions
- Call Call Monitoring and Listen sessions to coach reps and improve customer serivce results.
- Worked with SLT and EXL to implement EXL handgling faxed in FNOL losses.
- Performed quality control reviews of claims files prior to closure. Level 1 Auto reps
- Demonstrated excellent communication skills when interacting with customers.
- President Service Award -team nomination for working with Co Managers to combine two separate call centers, Worcester and MI. Creating efficient response to customer calls and improved service levels.
Sr. Subrogation Claims Representative
Hanover Insurance Group Inc.
Worcester , MA
07.2003 - Current
- Maintained accurate records in accordance with company guidelines and procedures.
- Developed strategies for successful resolution of subrogation claims.
- Reviewed and processed correspondence from attorneys, policyholders, adjusters and other parties related to the claim.
- Participated in training sessions pertaining to best practices in subrogation claims management.
- Managed a high volume caseload while meeting deadlines.
- Collaborated with other departments within the organization to ensure timely resolution of cases.
Business Analyst
Hanover Insurance Group Inc.
Worcester , MA
03.2001 - Current
- Managed projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
- Delivered timely support by tracking issues and communicating resolutions to end users.
- Identified and analyzed user requirements, procedures and processes to develop optimization strategies.
- Prepared documentation summarizing findings from stakeholder meetings and workshops.
- Monitored project timelines and budgets by tracking milestones, deliverables, tasks.
Employee Coach
Hanover Insurance Group Inc.
Worcester , MA
10.1998 - Current
- Conducted performance reviews and documented employee progress to ensure goals were being achieved.
- Provide training and policy guidelines to obtain CT auto license
- Created training materials and led workshops focused on enhancing job skills, communication, problem solving, and customer service.
- Identified potential areas of growth for employees by assessing skill sets and current competencies.
- Provided guidance and coaching for staff on best practices, professional development, and career advancement opportunities.
- Developed individualized coaching plans tailored to each employee's unique needs and objectives.
Subrogation Supervisor
Hanover Insurance Group Inc.
Worcester , MA
01.1994 - Current
- Monitored employee productivity to provide constructive feedback and coaching.
- Responded to customer questions regarding products, prices and availability.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Tracked progress on projects and provided timely feedback to staff members.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
Subrogation Adjuster
Hanover Insurance Group Inc.
Worcester, MA
06.1990 - Current
- Reviewed property damage estimates for accuracy and completeness.
- Investigated insurance claims to determine liability and damages.
- Provided coverage opinions based on analysis of facts, law, policy language and endorsements.
- Researched relevant case law to support coverage decisions.
- Demonstrated excellent communication skills when interacting with customers.
Multi Line Auto Adjuster
Hanover Insurance Group Inc.
Worcester , MA
11.1988 - Current
- Evaluated existing policies and procedures for effectiveness in resolving auto claims issues.
- Reviewed appraisals for accuracy and completeness before submitting them for approval.
- Provided customer service by responding to inquiries from policyholders regarding their claims status.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Collaborated with attorneys and outside investigators when necessary.
- Attended hearings or mediations as needed in order to represent the company's interests.
- Analyzed accident reports, medical records and other documents to determine the extent of coverage.
- Negotiated settlements with claimants in an effort to reduce overall costs for the company.
- Negotiated settlements with customers and lien holders paid out total loss settlements and obtained necessary documents to process titles for branding.
Education
Bachelor of Science - Business Administration
Becker College
Worcester, MA05-2010
Skills
- Cross-functional team management
- Operations Management
- Staff Training and Development with on shore and off shore
- Workforce Planning
- Regulatory Compliance-Meet with to discuss financial transactions and policy and procedure updates
- Expense Management
- Task Delegation- working with onshore and offshore
- Employee Recruitment and Hiring
- Recognizes strengths and opportunities in team members and provides challenges Also provides opportunities to learn new skills and network with other areas within the claims org
Timeline
Sr. Unit Manager -Administration
Hanover Insurance Group Inc.
08.2016 - Current
Unit Manager CCT
Hanover Insurance Group Inc.
05.2007 - Current
Sr. Subrogation Claims Representative
Hanover Insurance Group Inc.
07.2003 - Current
Business Analyst
Hanover Insurance Group Inc.
03.2001 - Current
Employee Coach
Hanover Insurance Group Inc.
10.1998 - Current
Subrogation Supervisor
Hanover Insurance Group Inc.
01.1994 - Current
Subrogation Adjuster
Hanover Insurance Group Inc.
06.1990 - Current
Multi Line Auto Adjuster
Hanover Insurance Group Inc.
11.1988 - Current
Bachelor of Science - Business Administration
Becker College
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