Kendall Wilson
Richmond,VA
Summary
Dynamic Delivery Manager and Certified Scrum Master at Allianz Partners, adept at driving complex project implementations and enhancing operational efficiency. Proven track record in fostering collaborative leadership and strengthening relationships. Skilled in analytical reasoning and complex problem-solving to optimize processes, ensuring compliance and delivering measurable improvements in customer experience.
Overview
8
8
years of professional experience
Work History
Delivery Manager & Scrum Master
Allianz Partners
02.2023 - Current
- Oversee and manage implementation of complex projects by developing comprehensive strategies, defining requirements, facilitating cross-functional collaboration, sourcing resources, and establishing control measures while ensuring adherence to compliance requirements.
- Design and optimize cross-departmental business processes to maintain regulatory compliance, adapt to evolving market conditions, meet client requirements, and drive enhanced program performance.
- Responsible for communication and collaboration with external stakeholders to drive process improvements, implement new programs, and develop solutions while effectively addressing concerns and facilitating resolutions to intricate business challenges.
- Execute yearly audits of the Mobility line of business to evaluate business practices and confirm contractual adherence and compliance with state and federal requirements.
- Develop thorough, user-focused training material leveraging experience in translating complex processes into accessible documentation that meets target audience needs and accelerates proficiency across diverse learning styles.
- Strengthen team dynamic by establishing and managing Agile best practices and team norms, promoting psychological safety, building relationships with key leaders in other departments, facilitating cross-functional meetings to promote interdepartmental transparency, and removing team impediments to develop efficient workstreams.
Delivery Specialist & Scrum Master
Allianz Partners
11.2021 - 02.2023
- Planned and executed multiple external audits and reviews, ensuring comprehensive preparation, adherence to operational procedures, and addressing key opportunities while establishing standardized protocols for future engagements and strengthening client relationships through transparent program governance.
- Bridged business requirements with operational execution while ensuring regulatory adherence, championing client-driven enhancements, and delivering measurable improvements in customer experience, operational efficiency, and program effectiveness.
- Spearheaded engagement strategy with Operations leadership on compliance-related and client driven program elements, including claim procedures, quality monitoring protocols, and internal complaint reporting mechanisms.
- Demonstrated exceptional collaborative leadership as a Certified Scrum Master, strategically balancing team workload through data-driven capacity planning.
Account Specialist
Allianz Partners
03.2020 - 11.2021
- Managed resolution of executive client and regulatory complaints, implementing process improvements to address root causes while ensuring full compliance with regulatory standards.
- Coordinated efforts between key internal stakeholders across multiple departments, under strict deadlines, to support the acquisition of new business opportunities.
- Cultivated and strengthened business relationships with partners and internal stakeholders to build trust and lessen resistance to change relating to initiatives and program enhancements that would otherwise improve the program.
- Analyzed data and trends to devise and propose improvements that elevate the customer experience and advance the overall program.
Claims Department Team Leader
Allianz Partners
05.2019 - 03.2020
- Supervised, coached, and supported a team ranging from 18 - 26 direct reports to manage performance levels and ensure adherence to service level agreements.
- Partnered with interdepartmental leadership and organized cross- functional teams to create sustainable processes and improve internal key performance indicators.
- Developed training resources and guides, relayed feedback, and trained associates on product definitions, process efficiencies, and company policies to ensure employee success within the program and organization.
Claims Examiner & Customer Service Associate
Allianz Partners
06.2017 - 05.2019
- Advanced specialist knowledgeable in all variations of products associated with the program and leveraged as a reliable resource for other examiners and team leads.
- Investigated escalated claims while adhering to the terms and conditions of products to ensure a timely claims process, no further escalation to the client, and salvage the customer experience.
- Assigned to a specialized team responsible for assisting our client's top-tier customers with white glove service in order to provide a seamless customer journey.
- Exceeded department quality and productivity standards which aided in the maintenance of overall performance metrics and service level agreements required by the client.
Education
Bachelor of Science - Economics
Virginia Commonwealth University
Richmond, VA05-2013
Skills
- Highly Organized
- Detail Oriented
- Self-Starter
- Analytical Reasoning
- Collaborative Leadership
- Client Relationships
- Complex Problem-Solving
- Written & Verbal Communication
- PeopleSoft CRM
- Microsoft Office
- Atlassian Suite
Accomplishments
- 2025 Emerging Leaders Graduate
- 2024 On the Spot Award Winner
- 2023 Allianz Valued Performer of the Year
- 2021 Business Team Performer of the Quarter
Timeline
Delivery Manager & Scrum Master
Allianz Partners
02.2023 - Current
Delivery Specialist & Scrum Master
Allianz Partners
11.2021 - 02.2023
Account Specialist
Allianz Partners
03.2020 - 11.2021
Claims Department Team Leader
Allianz Partners
05.2019 - 03.2020
Claims Examiner & Customer Service Associate
Allianz Partners
06.2017 - 05.2019
Bachelor of Science - Economics
Virginia Commonwealth University
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