Elizabeth Burleson
Concord,NC
Summary
Dynamic Business Process Sr. Consultant at Allstate Insurance Co, adept in strategic planning and cross-functional collaboration. Successfully enhanced customer engagement strategies, leading to improved policyholder satisfaction. Proven track record in software implementation and team leadership, driving operational efficiency and fostering strong client relationships. Committed to delivering impactful solutions and mentoring junior talent.
Overview
39
39
years of professional experience
1
1
Certification
Work History
Business Process Sr. Consultant
Allstate Insurance Co
08.2014 - Current
- Led multiple enterprise‑wide system transitions (Alstar → Alliance, Alliance → Advisor Pro, Siebel → 1View, EDMS → UDP), ensuring seamless adoption and improved efficiency.
- Directed implementation of new product initiatives including Personal Umbrella Policy (PUP), Homeowners, Renters, and Landlords insurance, expanding market offerings.
- Provide project support, documentation, and process optimization across enterprise initiatives.
- Collaborated cross‑functionally to enhance workflows, strengthen agent tools, and improve overall customer experience.
- Delivered coaching and mentoring to project teams, building skills, improving performance, and supporting long‑term success.
- Collaborated with cross-functional teams to enhance customer engagement strategies and increase policyholder satisfaction.
- Identified process inefficiencies, recommending solutions that improved operational workflows and reduced turnaround times.
- Facilitated stakeholder meetings to align project goals with organizational strategy, driving successful initiative execution.
Project Management Sr Consultant
Allstate Insurance Co
06.2006 - 08.2014
- Oversaw business projects from planning through execution, managing timelines, budgets, and cross‑functional teams.
- Directed system transitions and product launches, ensuring compliance and seamless adoption across departments.
- Partnered with stakeholders to optimize processes, improve customer and agent experience, and deliver measurable business outcomes.
- Provided coaching and mentoring to project teams, strengthening collaboration and performance.
Frontline Manager
Allstate Incusrance Co
11.2001 - 06.2006
- Led team in achieving operational efficiency and excellence in customer service delivery.
- Developed training programs that enhanced staff performance and improved overall team productivity.
- Implemented process improvements that reduced processing time and increased accuracy.
- Monitored key performance indicators to ensure compliance with corporate policies and regulatory standards.
- Managed HR responsibilities including performance management, coaching, mentoring, and employee engagement.
- Designed and executed training programs to strengthen sales effectiveness and customer service.
Sr. Customer Insurance Professional
Allstate Insurance Co
06.2000 - 11.2001
- Customer Support: Manage inbound and outbound calls, resolve complex customer inquiries, and provide clear explanations of insurance coverage and documentation.
- Policy Management: Process changes to policies, verify coverage, and issue proof of insurance documents.
- Sales & Retention: Conduct needs‑based policy reviews, recommend additional products (auto, home, renters, umbrella), and support retention efforts.
- Compliance: Ensure all transactions meet regulatory and company standards; escalate issues when necessary.
- Mentorship: Provide guidance to newer representatives, share best practices, and support team development.
- Collaboration: Partner with other departments to improve workflows and customer experience.
- Documentation: Maintain accurate records of customer interactions and policy updates.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Retail Manager
Walmart
03.1987 - 06.2000
- Directed daily store operations, balancing sales growth with compliance to corporate standards and policies.
- Led and coached large teams, fostering a culture of accountability, customer focus, and high performance.
- Managed staffing, onboarding, and employee relations, ensuring fair practices and strong engagement.
- Implemented process improvements that streamlined workflows, reduced costs, and enhanced customer satisfaction.
- Maintained inventory accuracy and merchandising excellence to maximize profitability and brand consistency.
Education
High School Diploma -
Concord High School
ConcordSkills
- Accountability & Leading by Example
- Change Management
- Client Relationship
- Coaching & Mentoring
- Communication & Clarity of Purpose
- Customer-Centric Mindset
- Cross-functional collaboration
- MS Office
- Problem-Solving & Innovation
- Project Management
- Resilience & Adaptability
- Results- Driven & Strategic Thinking
- Technology Enablement
Accomplishments
- Pioneered remote work adoption at Allstate (2004–2005) as a test pilot, increasing employee satisfaction and operational flexibility while laying the foundation for future workplace models.
- Led the pilot for Allstate’s transition to remote and 4/10 work models (2004-2005), improving employee satisfaction and operational flexibility.
- Directed multiple technology migrations that enhanced agent tools and customer experience.
- Implemented new insurance product offerings, expanding market reach and revenue streams.
- Recognized for strong leadership in coaching, mentoring, and developing future leaders.
- Built collaborative, customer-focused teams that consistently delivered high service quality.
Certification
- Licensed North Carolina Real Estate Broker - 358567
- Licensed North Carolina Insurance Producer (Property& Casualty) - NPN: 3518725
- Medical Billing/Coding Specialist (Certificate of Achievement)
- Leadership & Coaching certifications
- HR & Employee Relations Training
Timeline
Business Process Sr. Consultant
Allstate Insurance Co
08.2014 - Current
Project Management Sr Consultant
Allstate Insurance Co
06.2006 - 08.2014
Frontline Manager
Allstate Incusrance Co
11.2001 - 06.2006
Sr. Customer Insurance Professional
Allstate Insurance Co
06.2000 - 11.2001
Retail Manager
Walmart
03.1987 - 06.2000
High School Diploma -
Concord High School