Melissa Osborne
Elkton,MD
Summary
Visionary Executive and seasoned thought leader with 20+ years of proven expertise and unwavering dedication to operational excellence which drives organizational growth and cultivates key partnerships. Strategic and tactical with exceptional skills to direct the big picture while keeping sight of critical details. Inclusive leader with exceptional planning, organizational and management abilities.
Overview
26
26
years of professional experience
1
1
Certification
Work History
VP, Billing & Collections Shared Services
CHUBB Collections Shared Service Center
03.2023 - Current
- Position was created to provide for an agent of change within the organization
- Re-engineered target operation model to create synergy and improve overall Chubb Billing and Collection Customer Service experience
- Responsible for all Personal Lines and Commercial Lines Cash Teams
- Responsible for 39 offshore (India) and 41 onshore Cash Analysts
- Shifted all Legal Collections activities for Commercial Lines and Personal Lines Direct Bill and Agency Bill to Billing & Collection Shared Services add value to the organization
- Leadership of the Commercial and Personal Lines Cash Management Team operations
- Identify opportunities for improvement, and shift resources and processes to meet changing business needs
- Utilize strong analytical skills, problem solving, customer service with proven ability to communicate effectively within all levels of the organization
- Ability to work in cross functional, high-volume, dynamically changing support environment
- Program/Project Management.
AVP, Cash Manager
CHUBB Collections Shared Service Center
05.2021 - 03.2023
- Leadership of the Commercial Insurance Cash Management Team's operations, ensuring timely cash application, cash balancing, financial transaction processing in support of Chubb US, Bermuda, Multi-National, and A&H billing and collections teams
- Manage a team of 14 onshore and 26 offshore staff
- Workflow analysis, process reviews and process re-engineering
- Identify opportunities for improvement, and shift resources and processes to meet changing business needs
- Demonstrating proficiency in Leadership Competencies, including Business Acumen, Influence, Team Leadership, Execution, Ownership, Integrity and Courage, and Strategic Focus
- Utilize strong analytical skills, problem solving, customer service with proven ability to communicate effectively within all levels of the organization
- Ability to work in cross functional, high-volume, dynamically changing support environment
- Program/Project Management.
Cash Manager
CHUBB Collections Shared Service Center
02.2020 - 05.2021
- Leadership of the Commercial Insurance Cash Management Team's operations, ensuring timely cash application, cash balancing, financial transaction processing in support of Chubb US, Bermuda, Multi-National, and A&H billing and collections teams
- Manage a team of 14 onshore and 26 offshore staff
- Identify opportunities for improvement, and shift resources and processes to meet changing business needs
- Demonstrating proficiency in Leadership Competencies, including Business Acumen, Influence, Team Leadership, Execution, Ownership, Integrity and Courage, and Strategic Focus
- Utilize strong analytical skills, problem solving, customer service with proven ability to communicate effectively within all levels of the organization
- Ability to work in cross functional, high-volume, dynamically changing support environment
- Program/Project Management.
Project Manager
CHUBB North America Operations
08.2017 - 02.2020
- Lead Project Manager - Replacement of legacy enterprise-wide content management application
- Replacement application provided increased file storage capacity, improved application performance, and enhanced capabilities to store work-in-progress documents, including version control
- Partnered with business subject matter experts to document functional requirements
- Planned and executed implementation efforts for over 1500 users, including onboarding and change management solutions with business owners
- Created test cases and performed UAT
- Lead and managed the development of Training Materials
- Planned, coordinated, and facilitated over 15 training sessions
- Developed communication plan
- Planned and executed a robust production support plan after each roll out cycle
- Strategic Initiative Projects - Provided strategic operational support and expertise for several integration related projects
- Discovery Lead
- Partnered with Subject Matter Experts and the Intelligent Process Automation Center of Competency to outline recommendation to core processes to the Operation Centers increasing efficiencies, gaining economies of scale and ultimately automating process
- Execution Lead - managing the Project Portfolios for Major Accounts and Statistical Reporting.
Team Leader
CHUBB Global Casualty
10.2015 - 08.2017
Customer Services Analyst, UM/UIM SME
ACE Risk Management Global Casualty
01.2014 - 10.2015
Senior Claims Representative, Catastrophic Services
ESIS/National Catastrophic Management Center (NCMC)
05.2010 - 01.2014
Master Claims Representative, Personal Injury Protection
Nationwide Insurance Company
12.1999 - 03.2003
Non-Injury Liability Claims Representative
AIG Insurance
12.1998 - 12.1999
Non-injury Liability Claims Representative
Nationwide Insurance
06.1998 - 12.1998
Education
BS Business Management -
West Chester University
05.1998
Skills
- Strategic Leadership
- Compliant Designs
- System Development
- Data analysis
- Multi-level Collaboration
- Continuous Improvement
Certification
Certified SAFe 4 Agilist
Timeline
VP, Billing & Collections Shared Services
CHUBB Collections Shared Service Center
03.2023 - Current
AVP, Cash Manager
CHUBB Collections Shared Service Center
05.2021 - 03.2023
Cash Manager
CHUBB Collections Shared Service Center
02.2020 - 05.2021
Project Manager
CHUBB North America Operations
08.2017 - 02.2020
Team Leader
CHUBB Global Casualty
10.2015 - 08.2017
Customer Services Analyst, UM/UIM SME
ACE Risk Management Global Casualty
01.2014 - 10.2015
Senior Claims Representative, Catastrophic Services
ESIS/National Catastrophic Management Center (NCMC)
05.2010 - 01.2014
Master Claims Representative, Personal Injury Protection
Nationwide Insurance Company
12.1999 - 03.2003
Non-Injury Liability Claims Representative
AIG Insurance
12.1998 - 12.1999
Non-injury Liability Claims Representative
Nationwide Insurance
06.1998 - 12.1998
BS Business Management -
West Chester University
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