Dynamic Technical Coaching Analyst with extensive experience at New York Life Group Benefit Solutions, excelling in quality review and agent mentorship. Proven leadership in developing onboarding content and enhancing training processes. Strong communication and problem-solving skills, adept at managing multiple projects and fostering collaboration across teams to drive performance improvements.
Overview
15
15
years of professional experience
Work History
Technical Coaching Analyst/Quality Review
New York Life Group Benefit Solutions
02.2022 - Current
Audit performance and claims based on quality standards and compliance guidelines
Mentor and coach agents to ensure daily performance is meeting or exceeding expectations
Develop and facilitate a variety of onboarding content for newly hired employees via Quality Audit
Manage team mailbox, distribute quality review rebuttals and respond to management team lead inquiries
Verint business support as adjusting profiles and management within Verint system
Experience working in a fast-paced Agile environment, very strong communication skills
Provide support, training, coaching and job shadowing to trainees during classroom via virtual training for all lines of business
Support E-Learning and training during on the job training
Track and assess customer care advocate new hire chatroom questions to analyze, develop and implement accurate training content
Build strong relationships and consensus with business partners to implement and assist in training, coaching and large-scale special projects
Communicate agent’s quality performance with senior management through conference calls, teams video calls and one on one mentoring
To determine opportunities for improvement and develop action plan as needed
Excellent communication and writing skills to achieve the highest level of training and coaching
Strong ability to multi-task, creative thinking, innovate and problem solve independently
Group Claims Senior Representative
Cigna Group/New York Life Group Benefit Solution
06.2015 - 02.2022
FMLA Leave Manager II, PFL Leave Manager, Short Term Disability Claims Manager for Integrated Pregnancy Team and Absence Claim Manager dedicated to New York Life account
Worked as a claim manager/leave manager in the Short Term Disability piloted integrated pregnancy team for four national clients
Dedicated Absence manager to new Absence team, working with New York Life account and Success Factors management with in conjunction with Human Resource department
Piloted system platform to manage desk load for all product lines
Responds to a variety of customer and clients on a professional level
Handled inbound and outbound calls for clients and customers while maintaining Family Medical leaves and Short Term Disability claims
Managed New York Paid Family Leave and California Paid Family Leave
Provided education to each customer and client through the Short Term Disability, Family Medical Leave and Paid Family leave process
Readily available and assisted with multiple projects, Quality Reviews for Family Medical leave managers, and continued to provide assistance to the team
Took on senior responsibilities, running multiple reports for the integrated pregnancy team, served as Second Eye Reviewer for Family Medical Leave and Short Term Disability associates and lead high performance team meetings and follow up discussions with senior management
Provided assistance and served as a resource and leader to team members
Previously worked as a Key Leave Manager for the offshore pilot phase of Family Medical Leave (2016-2017) and New York Paid Family Leave Manager (2018-2019) in its inception to Cigna in 2018
Document Execution Line of Business, processed foreclosure documents
Worked directly with attorneys and paralegals with foreclosure attorney firms to ensure foreclosure documents were executed and processed efficiently
Trained and assisted attorney firms through ongoing processes to ensure their drafted documents were error-free against bank records
Also trained in executing a variety of different foreclosure documents
Successfully maintained above average standings in monthly and year end reviews
Handled many different projects while maintaining large workload which included hosting conference calls with attorneys to discuss documents and issues with systems, responding to multiple emails and phone calls, processing loan accounts in system to move documents back through foreclosure timelines
Education
Bachelor Of Arts - Communications
Robert Morris University
Coraopolis, PA
Skills
Customer Service and Public Communication
Cross-trained in multiple product lines within Group Benefit Disability Insurance
Proficient in Microsoft Office Products
Multitasking
Task prioritization
Desk load management
Organization
Leadership
Problem resolution
Mentoring
Onboarding and Client Facing Responsibilities
Process flow presentation
Timeline
Technical Coaching Analyst/Quality Review
New York Life Group Benefit Solutions
02.2022 - Current
Group Claims Senior Representative
Cigna Group/New York Life Group Benefit Solution
06.2015 - 02.2022
Assistant Vice President/ Foreclosure Specialist
Bank of America, National Association
05.2010 - 11.2014
Bachelor Of Arts - Communications
Robert Morris University
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