Leah James
Manchester,CT
Summary
A highly organized and detail-oriented Workforce Management professional, with 7 years experience in the insurance industry and customer service. Proven ability to drive organizational success through successful workforce planning and development.
Overview
9
9
years of professional experience
Work History
Workforce Management Analyst
Global Atlantic Financial Group
Hartford, United States
10.2021 - Current
- Facilitated meetings with stakeholders to discuss issues related to workforce planning.
- Manage performance, workload distribution, and capacity planning for a team of 38 processors.
- Built customized Excel templates to track queue volume, workload allocation, SLA adherence, and forecast staffing needs.
- Designed reporting tools that clearly illustrated team needs and demand spikes, improving leadership decision-making.
- Monitored real-time and historical performance metrics to identify gaps and streamline operations.
New Business Resolution Specialist
Global Atlantic Financial Group
Hartford, United States
01.2020 - 10.2021
- Liaised with ceding carriers to verify and process documentation for annuity transfers.
- Ensured accuracy and compliance of transfer paperwork, preventing delays and rework.
- Improved transfer timelines by identifying inefficiencies in carrier handoffs and proposing new tracking methods.
- Collaborated with internal teams to troubleshoot cases and resolve bottlenecks in application processing.
401k Customer Retention Specialist
Voya Financial
Windsor, United States
01.2016 - 01.2020
- Enrolled and educated employees on their employer-sponsored 401(k) plans, ensuring clear understanding of retirement options and benefits.
- Processed a wide range of financial transactions including loans, fund transfers, rollovers, and distributions.
- Conducted in-depth research on complex account issues with a standard 48-hour turnaround, improving client satisfaction and issue resolution time.
- Played a key role in increasing team revenue delivery from 30% to over 60% by coaching peers and sharing effective best practices.
Education
Bachelor of Arts - Sociology
Eastern Connecticut State University
Willimantic, CT05.2016
General Studies -
Manchester Community College
Manchester, CT06.2013
Skills
- Data analysis
- Tableau software
- Microsoft Excel
- Process improvement
- Team collaboration
- Critical thinking
- Adaptability and flexibility
- Communication skills
Software
Microsoft Excel, Microsoft Powerpoint, Microsoft Word, Tableau, SalesForce, Onbase, EXL, FIVE9, Genesys, OMNI, SharePoint.
Timeline
Workforce Management Analyst
Global Atlantic Financial Group
10.2021 - Current
New Business Resolution Specialist
Global Atlantic Financial Group
01.2020 - 10.2021
401k Customer Retention Specialist
Voya Financial
01.2016 - 01.2020
Bachelor of Arts - Sociology
Eastern Connecticut State University
General Studies -
Manchester Community College
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