Michele Laca
Aliso Viejo,CA
Work Preference
Summary
Accomplished leader with expertise in operational efficiency and change management at Pacific Life Insurance Company. Enhanced cross-departmental collaboration and employee training, driving a improved productivity. Known for exceptional customer service and effective problem resolution, fostering a culture of innovation and continuous improvement.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Caregiver
Self
Huntington Beach, CA
11.2024 - Current
- Provided personalized care and support to clients in daily living activities.
- Assisted clients with mobility, ensuring safety and comfort during transportation.
- Administered medication according to prescribed schedules and monitored health conditions.
- Developed tailored care plans to meet individual client needs and preferences.
- Trained new caregivers on best practices for client engagement and safety protocols.
- Coordinated communication between healthcare providers and family members regarding client progress.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Engaged patients in meaningful conversation, socialization, and activity while providing personal care assistance.
- Enhanced patient comfort by providing compassionate and attentive care, addressing individual needs and preferences.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Assisted patients with self-administered medications.
- Provided safe mobility support to help patients move around personal and public spaces.
- Administered medications as prescribed, ensuring accurate dosage and timely administration for maximum efficacy.
- Prepared nutritious meals according to dietary restrictions, supporting clients'' overall health through balanced nutrition.
- Supported clients with mental support and physical activities to accomplish quality of life and sustain needs.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Documented detailed daily reports on each client''s progress, informing adjustments in care plans when necessary.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Managed patient appointments and transportation needs, ensuring punctual arrival at medical visits and other engagements.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
- Monitored vital signs regularly, detecting any abnormalities or changes in condition to promptly inform medical professionals.
- Changed dressings, bandages, and binders to maintain proper healing and sanitary measures.
- Assisted in rehabilitation exercises as prescribed by medical professionals, guiding patients towards improved mobility and function.
- Collaborated with healthcare team members to develop personalized care plans for each client, resulting in tailored support and improved wellbeing.
- Facilitated smooth transitions between home care settings by coordinating services and communicating effectively with all parties involved.
Manager/Director, Customer Service
Pacific Life Insurance Company
Newport Beach, CA
01.2016 - 11.2024
- Oversaw Customer Contact Centers - managing high volume of incoming calls and written requests from clients, producers and colleagues.
- Effectively managed cross-functional teams within Life Insurance operations encompasses concierge-level customer service, tax reporting, inforce inquiries, policy changes, new business processing, contract and licensing, commissions accounting escalated dispute resolution, quality assurance, transformation, promoting seamless communication and synergy across these function.
- Built strong relationships, established confidence and trust with internal and external customers.
- Directed strategic initiatives to enhance operational efficiency across multiple departments.
- Oversaw budget management, ensuring alignment with organizational goals and financial targets.
- Lead and developed performance metrics to evaluate team productivity and drive continuous improvement efforts.
- Collaborated with cross-functional teams to implement system upgrades and new technologies.
- Mentored staff, fostering professional development and enhancing team capabilities.
- Ensured teams provided excellent customer service to customers by enforcing metrics providing coaching, feedback and support to maintain SLAs
- Established streamlined processes that improved project delivery timelines and reduced overhead costs.
- Led organizational change initiatives, promoting a culture of innovation and adaptability among staff.
- Championed change management efforts, successfully guiding the organization through periods of transition and growth.
- Managed company budgets, ensuring financial stability and long-term profitability.
- Built strong professional networks within the industry that led to increased referrals and partnership opportunities.
- Established key performance metrics to track progress towards goals, enabling data-driven decision-making across the organization.
- Cultivated a high-performance culture by fostering collaboration, innovation, and continuous improvement.
- Improved team productivity by implementing streamlined processes and effective communication strategies.
- Developed comprehensive training programs for staff, resulting in improved performance and skillset growth.
- Onboarded new employees with training and new hire documentation.
- Onboarded and oversaw training and quality of vendors.
- Promoted a culture of accountability within the team, driving individual ownership for delivering results on time and within budget constraints.
- Evaluated existing policies and procedures on an ongoing basis; identified areas for improvement and implemented necessary changes.
- Optimized resource allocation to maximize operational efficiency without compromising quality or service levels.
- Influenced positive employee morale by developing a supportive work environment where open communication was encouraged.
- Collaborated with cross-functional departments for successful product launches, meeting or exceeding target milestones in both timeline and budget aspects.
- Spearheaded corporate restructuring efforts, leading to improved organizational effectiveness and streamlined operations.
- Maximized performance by monitoring daily activities and mentoring team members.
- Managed and motivated employees to be productive and engaged in work.
- Resolve complex service issues and handled escalated calls
- Participated in quality review and provide direction ot others for improvements
- Make recommendations and drive implementations for improvements
- Worked alone or collaboratively on projects and initiatives as subject matter expert on Operations or Life Division projects
Supervisor, Customer Service
Pacific Life Insurance Company
Newport Beach, CA
04.1996 - 12.2015
- Oversaw daily operations, ensuring compliance with safety standards and efficiency protocols.
- Trained and mentored staff, fostering a collaborative team environment and improving productivity.
- Streamlined workflows by implementing process improvements, reducing operational bottlenecks.
- Developed training programs for new employees, enhancing onboarding effectiveness and retention rates.
- Supervised team of 10 Customer Service Coordinators supporting high-value producers along with policyholders across multiple distribution channels.
- Resold complex service issues and escalations, presenting resolutions and implementing remediation plans.
- Partnered with cross-functional teams during operational evens to ensure seamless service continuity.
- Interpreted technical product specifications to ensure compliance with contracts and regulatory guidelines.
- Authored and implemented new departmental procedures and process documentation.
- Represented the department in product launches, system enhancements, and digital transformation initiatives.
- Analyzed employee performance to drive continuous improvements.
- Developed training and coaching to improv team performance and service quality.
Education
High School Diploma -
Edison High School
Huntington Beach, CANo Degree -
Golden West College
Huntington Beach, CAFINRA Series 6 License
LOMA Designations = ACS Customer Service, AIRC Reg. Compl.
Skills
- Employee training
- Operational efficiency management
- Cross-departmental collaboration
- Change management expertise
- Goal-driven leader
- Coaching
- Exceptional customer service
- Effective problem resolution
- Effective communication skills
- Workflow optimization
Accomplishments
- Supervised team of 60 staff members.
- Documented and resolved quality improvements which led to improved services.
Certification
- Licensed Series 6
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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DALBAR- Under my leadership my teams were awarded this service award 7 years in a row
Me add more later
Timeline
Caregiver
Self
11.2024 - Current
Manager/Director, Customer Service
Pacific Life Insurance Company
01.2016 - 11.2024
Supervisor, Customer Service
Pacific Life Insurance Company
04.1996 - 12.2015
High School Diploma -
Edison High School
No Degree -
Golden West College
FINRA Series 6 License
LOMA Designations = ACS Customer Service, AIRC Reg. Compl.