Meta Brown
Summary
Dynamic leader with a proven track record in staff development and lean management at Assutant Specialty Property. Successfully spearheaded team transformations, resulting in notable improvements in employee engagement and operational efficiency. Demonstrates expertise in workforce planning and behavioral management, consistently driving productivity and enhancing quality standards. Aiming to leverage these skills to foster further organizational growth and innovation.
Overview
23
23
years of professional experience
Work History
Unit manager III
Assutant Specialty Property
10.2016 - Current
- Hire, lead, develop, and mentor a team of associates supporting multiple clients requiring extensive research or route cause analysis for requests submitted through email or correspondence
- Provide ongoing coaching and direction to associates and support a culture of teamwork, commitment, productivity, and superior quality
- Coordinate workflow and ensure client standards are met on a daily, weekly, and monthly basis
- Train and develop employees, communicate performance expectations, and manage for results
- Participate in establishing/defining short- and long-term goals and plans for the work group
- Monitor employee and team performance and maintain required service levels in order to meet client requirements
- Participate in client meetings and/or regulatory audits
- Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met
- Monitor ongoing quality standards for employees/team and promote culture of continuous improvement
- Ensure compliance with regulatory agency guidelines and standards and implement any necessary procedural changes
- Build and maintain effective internal and external working relationships
- Collaborate with internal support teams and supervisors to effectively manage staffing level, employee morale, and process improvement initiatives
- Request information and/or provide updates as needed
- Effectively collaborate with Senior Leadership regarding process, staff, client needs and service levels
- May also back up operations manager as needed
Team Lead
Assutant Specialty Property
04.2015 - 09.2016
- Communicate with customers and clients daily to ensure insurance payments and policy details are accurately updated for their mortgage insurance
- Prioritize and direct daily / monthly workflow for hazard, flood, and wind monitoring to ensure all SLA’s are met, ensuring all functions run smoothly in the absence of management
- Review all compliance scores received internally and from the client
- Identify and trend process knowledge gaps through monthly random audits for each associate on the team
- Provide in depth QC and coaching feedback as well as provide training updates for process changes to the team
- Collaborate with other teams to write PPMs to implement updates for process changes to procedure manual
- Maintain professional correspondence with Client while addressing escalated issues
- Organize and lead monthly calibration meeting with Chase Team Leads to ensure alignment and conduct weekly and monthly meetings with the team to discuss team or departmental updates
- Host side-by-side workflow demos with the Client and other company executives
- Continuously working with analysts to ensure correct implementation of DTE rules and process improvements
Senior Research Specialist
Assutant Specialty Property
09.2011 - 09.2014
- Review, research, and resolve mortgage loans inquiry from the customer, client, and/or internal departments
- Handle incoming and outgoing calls to client, customer, and/or insurance company
- Assist, resolve, and correspond to escalated issues and concerns from the client
- Assist management with managing daily workflow to ensure daily work is completed within service level
- Communicate clearly through verbal and written communication to client, associates, and/or leadership team
- Communicate identified trends and escalated issues to management
- Train new personnel which significantly increases associates’ overall quality
- Assist the Leadership Team with special projects
- Implemented and designed training program for the CCW Routes Department
Administrative Assistant
GRAYD HEALTH SYSTEMS
06.2010 - 09.2011
- Greeted and directed Patients and Staff to appropriate department for all questions/concerns/ complaints
- Provide direct assistance to the Chief Nursing Office of Nursing and to the Vice President of Nursing
- Monitor the utilization of supplemental staff consumption in the Department of Nursing
- Assist the Nurse Staffing Coordinator in the overall coordination of the supplemental staffing office
- Communicate the staffing acuity data for staffing recommendations and monitoring
- Generate calls to available pool staff in order to assure adequate staffing in meeting patient care needs
- Reinforce staffing office guidelines to new and existing employees
- Assist in Patient Care Administration as a receptionist
- Function in a unit clerk capacity- in transcribing physician orders, order entry, admitting and discharging patients to and from patient care areas
Senior Hazard Customer Service Specialist II
Assutant Specialty Property
11.2005 - 06.2010
- Handled incoming and outgoing calls to client, customer, and/or insurance company
- Obtained and processed Insurance policy Information and processed insurance payments
- Trained new personnel and developed training material, saving the company time, which significantly shortened training
- Researched policy information processed returned checks that help reduce charge backs to the company
- Assisted Operational Management with special projects
- Implemented and designed training program for the Home Equity Department
- Faxed, mailed, copied, processed, and printed documents
Financial Advisor II
SUN TRUST BANK
05.2004 - 10.2005
- Greeted customers
- Sold and cross-sold products to consumers interested in opening accounts
- Managed customer accounts and worked to build strong collaborative relationships with customers and various personal within the organization
- Cashed Checks for large amounts and handled important accounts for the bank
- Approved accounts and checked for accuracy upon completing account set up
- Handled and balanced a cash box and ATM machine
Executive Assistant
NIPPY INC
06.2002 - 04.2004
- Greeted Clients
- Answered Multi phone line, faxed, copied, emailed, processed and printed documents
- Assisted CEO by preparing weekly schedules and updating and creating spreadsheets
- Organized travel arrangements with travel agents and consolidated supply list to order office supplies
Education
Human Resource Management -
Georgia State University
Skills
- Staff development
- Lean management
- Report preparation
- Employee engagement
- Behavioral management
- Assignment delegation
- Staff training
- Workforce planning
Timeline
Unit manager III
Assutant Specialty Property
10.2016 - Current
Team Lead
Assutant Specialty Property
04.2015 - 09.2016
Senior Research Specialist
Assutant Specialty Property
09.2011 - 09.2014
Administrative Assistant
GRAYD HEALTH SYSTEMS
06.2010 - 09.2011
Senior Hazard Customer Service Specialist II
Assutant Specialty Property
11.2005 - 06.2010
Financial Advisor II
SUN TRUST BANK
05.2004 - 10.2005
Executive Assistant
NIPPY INC
06.2002 - 04.2004
Human Resource Management -
Georgia State University
Similar Profiles
Cathey Henderson-FreeneyCathey Henderson-Freeney
Cousumer Relations Agent at Assurant Specialty PropertyCousumer Relations Agent at Assurant Specialty Property
Jacqueline ToombsJacqueline Toombs
Remote Claims Specialists at Assurant Specialty PropertyRemote Claims Specialists at Assurant Specialty Property
Angie MarquinaAngie Marquina
Quality Control Coordinator at Assurant Specialty PropertyQuality Control Coordinator at Assurant Specialty Property
Kenyatta Edwards HawkinsKenyatta Edwards Hawkins
Unit Manager III at AssurantUnit Manager III at Assurant
Matt MckinneyMatt Mckinney
Unit Manager III: Client Owner at Assurant Specialty PropertyUnit Manager III: Client Owner at Assurant Specialty Property