Summary
Overview
Work History
Education
Skills
Timeline
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Crista Eugene

Brooklyn,,NY

Summary

Results-driven leader with experience in operations leadership, optimizing processes to boost productivity, enhance customer satisfaction, and foster a high-performance team culture. Skilled in building strong stakeholder relationships, mentoring team members, and driving process improvements that align with organizational goals.

Overview

5
5
years of professional experience

Work History

Manager, Workers Compensation

Justworks
03.2024 - 02.2025
  • Launched and managed a customer-facing Workers' Compensation team, reducing response time by 40% and boosting customer satisfaction through process improvements.
  • Cultivated a collaborative, performance-driven environment with empathetic leadership, guiding team members in identifying areas for improvement and creating personalized growth plans.
  • Sustained strategic relationships with insurance carriers and state bureaus to ensure seamless communication and business alignment.
  • Partnered with leaders in Operations, Underwriting, Claims, and Customer Success to create training programs on workers' compensation, enhancing team knowledge and efficiency.
  • Trained, mentored, and managed multiple employees, driving growth, development, and high-performance outcomes.

Team Lead, Insurance Operations

Justworks
12.2021 - 03.2024
  • Led weekly stand-ups, mentored and coached 8+ team members, triaged and prioritized daily tickets, fostering a collaborative environment, driving professional growth, and ensuring timely resolution while aligning with business objectives.
  • Played an integral role in preparing for policy renewals, audits, and large-scale projects, ensuring timely execution and full adherence to deadlines.
  • Collaborated with cross-functional teams, including engineering, to provide feedback and implement solutions that streamlined workflows.
  • Improved operational efficiencies, enhanced customer experience, while also creating training resources to boost industry knowledge across teams.
  • Actively participated in recruiting and onboarding new team members, ensuring the hiring of high performers who align with company goals and drive overall success.
  • Collaborated with stakeholders and fostered strong relationships with team leaders, maintaining an open line of communication with management to align on priorities and drive project success.

Operations Associate

Justworks
09.2019 - 12.2021
  • Assessed customer records to generate workers' comp policies for new locations, ensuring accurate employee class code assignments, and efficiently handled data entry, and mail filing tasks.
  • Served as a subject matter expert for workers' compensation inquiries, providing accurate support and guidance to customers, issuing endorsements, ensuring compliance, and delivering essential documentation within SLA timelines.
  • Contributed to the enhancement and update of internal resources and documentation for standard operating procedures, ensuring accuracy and alignment with current practices.

Education

Bachelor of Science - Public Health

Monroe College
New Rochelle, NY
06.2016

Skills

  • People Management
  • Collaborative communication
  • Process improvement
  • Customer service
  • Creative Problem-Solving
  • Coaching and mentoring
  • Risk management

Timeline

Manager, Workers Compensation

Justworks
03.2024 - 02.2025

Team Lead, Insurance Operations

Justworks
12.2021 - 03.2024

Operations Associate

Justworks
09.2019 - 12.2021

Bachelor of Science - Public Health

Monroe College

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Crista Eugene