Merry Vincent

▪ Increased team productivity by implementing streamlined processes and effective communication strategies.

▪ Achieved departmental goals by developing and executing strategic plans and performance metrics.

▪ Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

▪ Manage, train and development of claims professionals in a remote setting with an emphasis on metric management and customer service.

▪ Developed a new concept for a team that focuses on successful resolution of claims involving complex coverage situations; requires strong interpersonal skill and problem solving skills while working with all levels of leadership to ensure proper implementation and troubleshooting.

▪ Regular interviewing, hiring and performance management of up to seven claims adjusters.

▪ Successfully oversaw and managed two Regions of volunteer member leaders, up to 250 members at a time.

▪ Face to face interactions at conferences that require strong customer service skills, ability to problem solve and maintain a professional environment.

▪ Strong ability to function digitally and find new ways to communicate with fellow team members, as well as with member leaders.

▪ Governance document reviews that require a sense of urgency, attention to detail, deep technical knowledge and interactions with all levels of the organization, including senior leadership and the Board of Directors.

▪ Partnered with Claims Manager to oversee up to 12 Casualty Claims Associates and New Hires including performance discussions, training and development, workflow planning, hiring and placement and involvement in disciplinary actions.

▪ Technical file reviews that required follow-up for re-training and development for those associates not meeting expectations.

▪ Conducted open file reviews, reinforced corporate communications and enforced compliance issues within the industry.

▪ Maintained Quality Assurance standards while delivering world class customer service.

▪ Assisted local trainers with department-wide Claims Systems training while the company transitioned to a new claims management system.

▪ Applied negligence and negotiation skills and developed strong foundation of policy applications and positive communication with customers.

▪ Demonstrated strong time management skills in delivering timely customer service.

▪ Mentored new team associates and worked as interim team lead.