Leigh Anne Hammond

· Training & Continuous Improvement: Responsible for development and delivery of Role-Based training that includes all processes, systems, and procedures necessary to be a successful Quote Specialist, gathered information from a variety of Cross-functional teams and Leaders - Field, Underwriting, Launch Unum, EXL - to identify problems that are causing gaps and delays in the end-to-end process and update current procedure documentation

· Quality Assurance: Supported front-end management by conducting supplemental audits to assess customer experience and evaluate potential performance issues within their teams – Organized a tracking process for recording and analyzing error-related data to increase quality

· Escalation Management: effectively influenced peers, partners, and leaders through understanding of up/down stream impacts to solve issues as they arise, Conducted extensive research to determine the root-cause of the issues as it pertains to process and technology

· Process Improvement: utilized LEAN strategies to solve complex problems with current processes and technology – Key partner with Project management in developing Operational Readiness due to new products, system releases and system updates

• Fostered relationships with Brokers and Sales Representatives to assist in providing competitive ancillary quotes that meet the needs of the potential clients at a 24-hour Turnaround time to market
• Demonstrated knowledge of Insurance Risk Rules and guidelines to ensure that all Standards and evaluation criteria were met
• Mentored and trained new hires and audited results - ensuring best practices were shared and they were set up for success
• Wrote, directed and starred in several training videos to ultimately enhance the training process within Quote Unum

• Increased store profitability by implementing cost-saving measures and efficient inventory management strategies.
• Improved customer satisfaction through staff training in customer service and product knowledge.
• Maximized sales by creating innovative visual merchandising displays and store layouts.
• Developed a successful employee retention plan, reducing staff turnover rates significantly.