Results-driven professional with a proven track record of leveraging skills, knowledge, and experience to foster personal and professional growth. Seeking a position that allows for further development and utilization of expertise.
Overview
16
16
years of professional experience
Work History
Coordinator of Service for a 501C3 Organization
Sister Girls and Friends, Inc.
Decatur, IL
05.2021 - Current
Facilitated weekly meetings with a diverse group of girls aged 11-18 to support their social, emotional, and educational development.
Provided guidance and self esteem education for girls in the program
Focused on enhancing skills related to employment, fostering respect, and nurturing personal growth
Responsibly manage and optimize the Parent Mentor Program as Program Manager at Decatur Public Schools.
Manage Workforce Investment Program to support young adults (18-24) in acquiring job training and placements in industries like CNA, Childcare, Hospitality, and Industrial sectors.
GED Instructor-(part Time)
Richland Community College
Decatur, IL
08.2008 - Current
Assisted in preparing & teaching individuals obtain their GED performance evaluation results, and overall effectiveness of learning activities.
Program Manager
Family Community Resource Center
01.2020 - 06.2021
Evaluated and presented program outcomes accurately from collected data.
Conducted regular progress review meetings and addressed related concerns with program team members.
Director of Account Managers & Client Service, TPA/JAA Strategy Organization at Anthem Blue Cross and Blue ShieldDirector of Account Managers & Client Service, TPA/JAA Strategy Organization at Anthem Blue Cross and Blue Shield
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul> at Loggerhead Reciprocal Interinsurance Exchange
Program Manager Leap – EMEA organization transformation at Barentz International BVProgram Manager Leap – EMEA organization transformation at Barentz International BV