Nichole Pelkey
Ashuelot,NH
Summary
Seasoned Senior Operations Manager with a background in overseeing business operations, optimizing efficiency, and driving productivity. Proven ability to manage teams, develop operational strategies, and implement processes that increase overall company performance. Strengths include strong leadership abilities, keen problem-solving skills and strategic thinking. Demonstrated impact on previous roles by streamlining operations and improving team performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Operations Manager
Main Street America Insurance
Keene , NH
07.2016 - Current
- Advised senior leadership on potential changes or modifications needed for current processes and procedures, including changes to premium audit processes.
- Provided guidance, support, and development opportunities to team members.
- Supervised, assisted, and coached other operations managers.
- Collaborated with cross-functional teams to achieve profit and growth objectives.
- Proposed and assisted in executing a project aimed at enhancing customer experience while reducing yearly expense by $250K.
Operations Supervisor
Main Street America Insurance
Keene , NH
11.2011 - 07.2016
- Monitored staff performance through regular evaluations and provided constructive feedback to enhance productivity and morale.
- Managed daily operations by assigning tasks, monitoring progress, and ensuring timely completion of objectives.
- Developed and implemented comprehensive standard operating procedures (SOPs) to streamline workflows and improve operational efficiency.
- Identified areas for improvement and implemented new processes to enhance overall quality and performance, such as consolidating intake processes and increasing transparency around Service Level Agreements (SLAs).
Insurance Operations Specialist
National Grange Mutual
Keene , NH
08.2007 - 11.2011
- Trained new employees on proper job functions, company policies, and procedures.
- Performed periodic audits of operational processes in order to identify potential risks or areas of improvement.
- Created and updated process documents, publishing them to the team's knowledge management application.
Education
Bachelor of Science - Elementary Education
Keene State College
Keene, NHSkills
- Cross Functional Collaboration
- Strategic Planning
- Operational Excellence
- Key Performance Indicators
- Goal attainment
- Workforce Planning
- Productivity Improvement
- Employee Coaching
Certification
Chartered Property Casualty Underwriter (CPCU)
Associate in Premium Audit (APA)
Associate in Insurance (AINS)
Associates in Insurance Services (AIS)
New Hampshire Property & Casualty License
Accomplishments
- Circle Of Excellence - 2013
Affiliations
- Winchester NH Broadband Committee
- Business Resource Groups
References
References available upon request.
Timeline
Senior Operations Manager
Main Street America Insurance
07.2016 - Current
Operations Supervisor
Main Street America Insurance
11.2011 - 07.2016
Insurance Operations Specialist
National Grange Mutual
08.2007 - 11.2011
Bachelor of Science - Elementary Education
Keene State College
Chartered Property Casualty Underwriter (CPCU)
Associate in Premium Audit (APA)
Associate in Insurance (AINS)
Associates in Insurance Services (AIS)
New Hampshire Property & Casualty License
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