Summary
Overview
Work History
Education
Skills
Timeline
Generic

Michelle Johnson

Prosper

Summary

Professional with over 25 years of experience in management, strategic planning, and client service, with a strong focus on leadership and process enhancement. Proven ability to lead teams, optimize workflows, and improve customer satisfaction.

Overview

24
24
years of professional experience

Work History

Assistant Vice President, Client Services

Gallagher Bassett
04.2022 - Current
  • Manage a team of client service managers, providing leadership and strategic development to ensure client satisfaction and revenue retention.
  • Act as a liaison between clients and Gallagher Services, embodying the organization's values and culture.
  • Develop and implement efficient workflows to enhance service delivery, aligning with organizational standards.

Sr. Client Service Manager & Director, Client Services

Gallagher Bassett
04.2016 - 04.2022
  • Collaborated with product teams to improve services based on customer feedback, presenting insights for product enhancements.
  • Established service expectations and maintained high standards of service delivery and professionalism.
  • Managed digital platform operations and supported product lifecycle needs.

Team Manager II

Liberty Mutual
01.2006 - 01.2016
  • Supervised claims service teams, ensuring consistent delivery of service that meets customer expectations.
  • Innovated with automated systems and continuous feedback loops to drive service efficiency and process improvement.
  • Involved in the selection process of new hires and provided ongoing training and employee development.

Sr. Claims Consultant

Liberty Mutual
01.2002 - 01.2005
  • Managed claims and collaborated with customers to manage disability for successful return to work.
  • Negotiated settlements directly with plaintiff attorneys and claimants.

Education

Eastern Michigan University
01.1997

Skills

  • Leadership and team management
  • Strategic planning and development
  • Process enhancement and workflow optimization
  • Customer service and client relations
  • Analytical and decision-making skills
  • Recruiting and hiring

Timeline

Assistant Vice President, Client Services

Gallagher Bassett
04.2022 - Current

Sr. Client Service Manager & Director, Client Services

Gallagher Bassett
04.2016 - 04.2022

Team Manager II

Liberty Mutual
01.2006 - 01.2016

Sr. Claims Consultant

Liberty Mutual
01.2002 - 01.2005

Eastern Michigan University

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