Deana Spisak
Pittsburgh,PA
Summary
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
Assistant Vice President/ Foreclosure Specialist
Bank of America, National Association
05.2010 - 11.2014
- Document Execution-Research Team/Document Processor
- Foreclosure Specialist I
- 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, PASkills
- 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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