Michele Elder
Ewing,NJ
Summary
Motivated professional with extensive experience in contact center operations and leadership. Demonstrated success in strategic planning and staff development, leading to improved workflow and reduced operational costs. Skilled in enhancing employee and customer experiences through effective management strategies. Committed to continuous learning and driving organizational success.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Director, Personal Lines Contact Center
NJM Insurance Group
West Trenton, NJ
08.2022 - 06.2025
- Directed the Personal Lines Contact Center with over 600 staff members across 3 sites, including Sales and Service, First Notice of Loss, Executive Response, Production, Operator, and Workforce Management Teams.
- Developed capacity plans with Workforce Management based on growth projections to identify staffing requirements.
- Presented a five-year strategic plan to the Executive Leadership Team to enhance the customer and employee experience.
- Spearheaded numerous process and technology initiatives to effectively achieve organizational goals.
- Led the transition from Avaya to Ring Central CxOne platform, collaborating with Information Technology for seamless integration.
- Established Business Continuity Plans with IT to mitigate service disruptions during phone or system outages.
- Reduced average handle time for auto new business sales calls by 1.5 minutes through a streamlined quote process.
- Optimized staffing and schedules, reducing overtime spend by $900k (53%) from 2023 to 2024.
- Implemented employee retention initiatives, reducing external attrition by eight percent.
- Drove the automation of multiple back-office processes, resulting in efficiency gains.
- Oversaw change management efforts to adapt to market shifts and organizational needs.
Manager, Personal Lines Contact Center
NJM Insurance Group
West Trenton, NJ
07.2020 - 08.2022
- Led a team of over 290 employees, and managed daily operations to consistently achieve performance and quality standards.
- Oversaw budgeting and expenses for the Personal Lines Contact Center.
- Presented monthly operational reports to upper management, highlighting key performance metrics.
- Facilitated team meetings to discuss monthly forecasts and performance results.
- Managed vendor relationships and negotiated contracts, including pricing and service-level agreements, for optimal outcomes.
- Delegated tasks to empower leaders and foster skill development within the Contact Center.
- Analyzed feedback to propose strategies to enhance the customer experience.
- Collaborated with Compensation to establish salary bands for various contact center roles.
- Led a high volume of Personal Lines initiatives, including IVR redesign and call routing, to improve the customer experience and first contact resolution.
- Enhanced team morale through recognition programs, employee engagement activities, and career development opportunities.
Division Administrator, P. L. Contact Center
NJM Insurance Group
West Trenton, NJ
06.2011 - 07.2020
- Provided leadership and coaching to sales and service staff supervisors, enhancing overall team performance.
- Managed daily Contact Center activities, fostering a motivating work environment by promoting trust, and employee engagement.
- Collaborated with cross-functional teams to implement a new Policy Administration System and a refined pricing program.
- Worked with management to identify and recommend procedural changes, ensuring compliance with filings and state regulations.
- Successfully implemented the Workforce Management solution (NICE IEX) for call volume forecasting, and led the Contact Center team through change management.
- Fostered a motivating work environment, promoting trust and employee engagement.
Staff Supervisor, P.L Contact Center
NJM Insurance Group
West Trenton , NJ
07.2006 - 06.2011
- Effectively managed a team of four supervisors, overseeing the supervision of personnel and workflow efficiency.
- Monitored supervisor performance, providing coaching and feedback to develop leadership skills.
- Onboarded and trained new supervisors on policies and performance expectations.
- Prepared and presented reports to senior management, highlighting challenges and achievements.
- Crafted and communicated procedural changes and general company matters to contact center staff.
- Executed and assisted with the annual employee performance evaluation process.
- Conducted interviews for contact center positions, recommending candidates for hire or promotion.
Personal Lines Supervisor
NJM Insurance Group
West Trenton, NJ
10.2001 - 07.2006
- Supervised a team of 18+ staff members, including licensed account representatives and underwriters, to enhance performance standards and ensure a superior customer experience.
- Maintained oversight of daily performance metrics and attendance for all team members.
- Coached employees on soft skills to effectively handle complex inquiries and customer disputes.
- Resolved escalated customer inquiries requiring further research and review.
- Conducted routine phone call evaluations to assess the quality of customer service provided.
- Coached and developed staff to enhance their skills and knowledge, promoting a culture of continuous learning.
- Prepared monthly team performance reports for senior management, highlighting trends and improvement opportunities.
Personal Lines Trainer
NJM Insurance Group
West Trenton, NJ
08.1999 - 07.2001
- Developed training materials, including presentations and manuals, for personal lines auto and property sales and service.
- Updated training resources to align with industry changes, product offerings, and coverage limits.
- Cultivated a positive learning environment that encouraged participation, collaboration, and knowledge sharing.
- Assessed training effectiveness through quizzes, surveys, feedback forms, and follow-up meetings with trainees.
Personal Lines Underwriter
NJM Insurance Group
West Trenton, NJ
06.1996 - 08.1999
- Reviewed personal lines auto and property submissions for risk acceptability based on underwriting guidelines.
- Analyzed motor vehicle abstracts, claims, and loss history reports for coverage eligibility.
- Communicated with applicants and insureds to gather necessary information and documentation.
- Reviewed legal documents, including Power of Attorney, Trusts, and Deeds for coverage requirements.
- Mentored new underwriters on guidelines, processes, and procedures to enhance proficiency.
- Identified potential fraud cases and referred applications and policies to the Special Investigation Unit for further review.
Licensed Account Representative
NJM Insurance Group
West Trenton, NJ
10.1993 - 06.1996
- Provided accurate, effective, and independent responses to all new and existing business inquiries related to personal lines insurance.
- Initiated sales submissions for auto and property insurance, reviewing coverage options best suited to accommodate individual needs, converted quotes to policies supporting Company growth.
- Accurately administered policy transactions according to established procedures.
- Consistently delivered a superior customer experience and exceeded performance expectations for calls per hour, handle time, and call quality.
Education
Bachelor of Arts - Public Administration
The College of New Jersey
Trenton, NJ05-1992
High School Diploma -
Princeton High School
Princeton, NJ06-1988
Skills
- Over 20 years of leadership experience
- Contact center management
- Staff development and performance management
- Budgeting and planning
- Workforce Management
- Operational efficiency
- Employee hiring and retention
- Customer experience
- Change management
- Vendor relationship management
- Strategic planning
- Problem solving
- Decision making
- Strong interpersonal skills
- Critical thinking
- Microsoft Office proficiency
Certification
- Licensed Insurance Producer (Accident & Health or Sickness; Casualty;Personal Lines; Property) in New Jersey, Pennsylvania, Connecticut, Ohio, and Maryland.
- Advanced Management Development Program Certificate
Timeline
Director, Personal Lines Contact Center
NJM Insurance Group
08.2022 - 06.2025
Manager, Personal Lines Contact Center
NJM Insurance Group
07.2020 - 08.2022
Division Administrator, P. L. Contact Center
NJM Insurance Group
06.2011 - 07.2020
Staff Supervisor, P.L Contact Center
NJM Insurance Group
07.2006 - 06.2011
Personal Lines Supervisor
NJM Insurance Group
10.2001 - 07.2006
Personal Lines Trainer
NJM Insurance Group
08.1999 - 07.2001
Personal Lines Underwriter
NJM Insurance Group
06.1996 - 08.1999
Licensed Account Representative
NJM Insurance Group
10.1993 - 06.1996
Bachelor of Arts - Public Administration
The College of New Jersey
High School Diploma -
Princeton High School
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