Claire "Jennifer" Valera
Garden Grove,CA
Summary
Accomplished and results-oriented Enterprise, Operations, Administration, and Facilities executive with an established record of driving change through process improvement and strategic planning. Demonstrated ability to drive cost savings through systems development/implementation/enhancement, developing strong cross functional teams, and in motivating staff to work effectively together as a team to maximize productivity. A leader who takes pride in developing a talented staff while recognizing and rewarding staff’s accomplishments and dedication. Recognized for consistently meeting or exceeding goals including delivering projects on time and for building strong relationships with internal and external clients.
Overview
20
20
years of professional experience
Work History
Enterprise Manager
The Millenium Group
Burbank, CA
01.2016 - Current
- Established strong client relationship fostering a collaborative environment and implemented strategies to increase customer satisfaction and loyalty.
- Managed 10 leased office facilities compromised of 220,000 SF focusing on health and safety, repairs and maintenance, office restacks, build outs, decommissions and office moves for the client's North America portfolio. Ensured projects were completed on time and in scope.
- Directed office administration services consisting of office staff of 50, 10 site managers, a regional manager and business analyst all responsible for mail processing, reception, hospitality services, office access control, meeting room set up and takedowns, invoice processing, reports, audits, vendor management, budget planning and expense management ensuring cost effectiveness and quality standards.
- Created monthly reports and conducted annual business reviews for senior management summarizing operational performance metrics and adherence to the contract SOW and SLAs.
- Executed and documented consistent policies and procedures across all sites in collaboration with client's department leadership team.
- Trained and mentored staff, managed employee retention and performance, monitored operations budgets (salary) to ensure compliance with organizational expenditure requirements.
- Implemented new technologies and processes to streamline operations, reduce costs, and improve customer service.
Customer Experience Supervisor
Prosight Specialty Insurance
Glendale, CA
01.2015 - 01.2016
- Lead the Glendale office Customer Experience team to support the Underwriting team to achieve quality customer experience.
- Managed a staff of 18 Underwriting Assistants for the Media Entertainment Niche.
- Continuously improved processes and procedures to meet service level agreements and ensured production/performance standards were delivered in an efficient and professional manner.
- Responsible for hiring, training, leading, developing and retaining employees.
- Conducted weekly meetings with the staff to apprise them of corporate goals/news and to strategize with the team how production performance and quality can be improved.
Operations and Controls Specialist
The Prudential Insurance Company of America
Irvine, CA
01.2014 - 01.2015
- Supported the sales office in producer and management recruiting.
- Monitored the business quality and compliance of producers and provided training where needed.
- Created an electronic filing system for the agency to optimize the sharing of information across offices and reduced the need to generate paper documents.
- Generated and produced various reports for the agency to track weekly production and business quality.
- Ensured that the agency is following Home Office’s and the state’s compliance guidelines with respect to privacy of client’s information and agent’s licensing.
Operations Manager
ProsightAllianz Global Corporate & Specialty, Americas
Burbank, CA
01.2004 - 01.2013
- Managed a staff of up to 32 Underwriting Assistants for the Burbank and Houston offices responsible for policy administration including quoting, binding, booking and issuing policies, and premium reconciliation of the Global Property, Engineering, Power, Energy, Reverse Flow Property and Reverse Flow Casualty Departments with a gross written premium of $382.7 million.
- Participated in the development, testing and implementation of a global operational performance metric database for the U.S..
- Which would be used as a tool to measure productivity, KPIs, staffing requirements and produce reports.
- Organized the roll-out of the database to the U.S..
- Staff in the West Coast and Texas, designed user manuals and conducted training.
- Participated as a subject matter expert for the U.S..
- Operations Management team in global projects and provided information and data to assist in the development of global operating models and workflows.
- Improved department accuracy by 50% in 9 months by instituting a quality control process for policy issuance and booking.
- Created quality checklists, training guides, workflow process and conducted training classes for the staff and QC specialists.
- Tracked errors to identify training opportunities.
- Initiated cross-training and job sharing across business lines in order to increase capacity and build talent while minimizing expenses.
- Led the team that handled the largest U.S. International insurance program with gross written premium of $8.9 million and 36 countries. The team received recognition for exemplary service on the account.
- Scheduled regular staff meetings and meetings with business partners to review performance against service level agreements and client commitments.
- Aligned staff so that expectations were consistently met.
- Attained highest audit score for any Operations department globally in the areas of workflows, procedural guidelines, quality assurance processes and teamwork with our business partners. Maintained highest audit score for the past 3 years
- Provided various quarterly reports for the global center office utilizing creative methods to collect and verify the data due to systems limitations.
- Spearheaded a project to automate manuscript policies for the Technical Property Department which reduced the policy issuance turnaround time by 50% from 30 to 15 days.
Education
Bachelor of Arts - Psychology -
University of California - Los Angeles
Skills
- Relationship Building/Management
- Critical/Creative Thinking
- Team Development
- Personnel Training and Development
- Team Building and Leadership
- Strategic Planning & Execution
- Performance Management
- Well Organized
- Clear Communication Skills
- Customer Account Management
- Customer Service
- Negotiation
- Training and Mentoring
- Business Development
- Report Analysis
- Budget Management
- Process Improvement
- Operations & Administration
- Cost Savings
- Facilities Management
- Business Continuity
Timeline
Enterprise Manager
The Millenium Group
01.2016 - Current
Customer Experience Supervisor
Prosight Specialty Insurance
01.2015 - 01.2016
Operations and Controls Specialist
The Prudential Insurance Company of America
01.2014 - 01.2015
Operations Manager
ProsightAllianz Global Corporate & Specialty, Americas
01.2004 - 01.2013
Bachelor of Arts - Psychology -
University of California - Los Angeles
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