Talicia Smart
Summary
Assistant Director with 10+ years of expertise within the insurance industry. Demonstrates strong leadership and program management skills, driving significant improvements in team collaboration, stakeholder satisfaction, and vendor management efficiencies. Passionate about fostering an inclusive culture and leveraging innovative tools to enhance organizational effectiveness.
Overview
19
19
years of professional experience
Work History
Assistant Director, Knowledge Management & Comms
Liberty Mutual
12.2022 - Current
- Develop and implement knowledge management systems, enhancing team collaboration and information sharing.
- Lead internal communication strategies, ensuring consistent messaging aligned with organizational goals.
- Lead leaders in content creation team, producing engaging materials for internal and external audiences.
- Establish KPIs to track effectiveness, resulting in 80% cross-department up-skilling and 98% stakeholder satisfaction.
- Collaborate with cross-functional teams to address knowledge gaps and communication barriers in standard work for Claims, Independent Agents, Sales & Service Contact Center, Field Enablement Teams and Territory Managers.
- Streamline knowledge transfer processes for front-line SIU & Claims, significantly reducing onboarding time for new hires by 50%.
- Introduce AI-driven tools for content management, enhancing data retrieval speed by 60%.
- Delivers the right communication, to the right audience, at the right time with urgency and quality.
Program Manager
Liberty Mutual
08.2020 - 12.2022
- Designed and delivered training programs, enhancing leadership and employee engagement.
- Facilitated key claims and talent meetings, ensuring actionable deliverables and measurable outcomes.
- Collaborated with recruiting and marketing to host virtual hiring events, increasing diverse applicant pool.
- Established claims metrics and KPIs, aligning with business objectives and driving program success.
- Develop and implement cutting-edge claims initiatives, driving long-term strategic change and fostering an inclusive company culture.
- Established claims-wide metrics and KPIs, aligning with business goals and driving successful program outcomes.
- Led communication initiatives, resulting in a 30% increase in diverse hires and improved team dynamics.
- Partnered with cross-functional teams to design claims training, leading to a 20% boost in leadership effectiveness.
SIU Team Manager I & II
Liberty Mutual
02.2020 - 01.2022
- Developed talent via special projects, enhancing quality results.
- Promoted DEI by valuing diverse perspectives.
- Led initiatives improving chat responsiveness and quality, decreasing DNM from 24% to 15.4%, enhancing team efficiency by
- 20%.
- Boosted team engagement and morale, achieving a 26-point increase in ENPS through innovative team-building strategies.
- Managed special projects to refine evaluation methods, consistently delivering superior quality results and developing team
- talent.
- Analyzed trends from diverse data sources, applying insights to resolve business issues and recommend actionable
- solutions.
Special Investigator
Liberty Mutual
09.2016 - 02.2020
- Led Test Kitchen project to enhance investigative methods, improving efficiency and outcomes.
- Collaborated with all business lines and external partners to optimize claim handling strategies.
- Developed and implemented effective strategies, resulting in improved claim resolution rates.
- Enhanced quality of investigations, leading to significant improvements in claim outcomes.
Specialist (APD, Casualty, PST)
Liberty Mutual
09.2012 - 09.2016
- Handled claims from minor to moderate injuries, enhancing efficiency and accuracy.
- Led continuous improvement initiatives, driving process enhancements.
- Managed workloads for in-house and field appraisers, optimizing resource allocation.
- Guided junior case handlers in managing challenging interactions, fostering team development.
- Crafted complex communications to DOI and customers to protect the organization from potential litigation, minimizing media exposure risks.
- Enhanced team efficiency through mentoring, leading to improved customer satisfaction.
- Analyzed and addressed high-risk cases, ensuring swift and effective resolutions.
Route Designer/Workforce Planning Manager
Sears In Home Services
08.2005 - 04.2012
- Assessed performance, managed disciplinary actions, and oversaw new hire selection.
- Implemented strategic workforce planning initiatives to enhance team efficiency and district performance.
- Directed a team of 16 Route Specialists, ensuring alignment with district goals and enhancing operational efficiency.
- Facilitated district capacity management calls to develop proactive workforce solutions, improving overall productivity.
- Oversaw the onboarding of new technicians in Houston, ensuring seamless integration and swift productivity.
- Developed data-driven strategies for workforce optimization, resulting in a 15% increase in efficiency across the district.
Education
Doctorate of Business Administration -
Bellevue University
Master of Business Administration - MBA -
Texas Woman's University
12-2019
Bachelors of Business Administration - Human Resourses
California State University-Sacramento
12-2009
Skills
- Leadership Development- Mid & Executive level
- Initiative Implementation
- Organization Skills
- Communication
- Program Management
- Change Management
Timeline
Assistant Director, Knowledge Management & Comms
Liberty Mutual
12.2022 - Current
Program Manager
Liberty Mutual
08.2020 - 12.2022
SIU Team Manager I & II
Liberty Mutual
02.2020 - 01.2022
Special Investigator
Liberty Mutual
09.2016 - 02.2020
Specialist (APD, Casualty, PST)
Liberty Mutual
09.2012 - 09.2016
Route Designer/Workforce Planning Manager
Sears In Home Services
08.2005 - 04.2012
Doctorate of Business Administration -
Bellevue University
Master of Business Administration - MBA -
Texas Woman's University
Bachelors of Business Administration - Human Resourses
California State University-Sacramento
Similar Profiles
Jacob StiffJacob Stiff
Property Claims Resolution Specialist III at Liberty MutualProperty Claims Resolution Specialist III at Liberty Mutual
LaDonna EllisLaDonna Ellis
Claims Customer Care Rep./Property Spec. Team at Liberty MutualClaims Customer Care Rep./Property Spec. Team at Liberty Mutual
Jessica DunbarJessica Dunbar
Claims Adjuster at Liberty MutualClaims Adjuster at Liberty Mutual
Sarah GierczakSarah Gierczak
Sr. Technical Claims Adjuster II at Liberty MutualSr. Technical Claims Adjuster II at Liberty Mutual
Deidra RhodesDeidra Rhodes
Assistant Director of Knowledge Management at Visual MatrixAssistant Director of Knowledge Management at Visual Matrix