Microsoft Excel, Access, Word, Power Point, Outlook, Adobe, Visio
Michelle Davidson
Chattanooga,TN
Summary
Performance-driven Vice President with over 23 years of experience in the Absence Management industry, to include Disability/FMLA/PFML/ADA, with a focus on aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Vice President, Claim and Leave Operations Center
MetLife
New York, NY
01.2022 - Current
- Develop and execute strategic and operational plans through collaboration with Senior Management, aimed at achieving both growth and profitability targets across Short Term Disability, Absence Management Services, and Clinical Operations with support of 500+ individuals.
- Establish culture of continuous improvement, fostering innovation and driving sustainable growth across organization.
- Foster strong partnerships with many key areas including Intake, Contact Center, Compliance, Legal, Quality assurance, and Financial Support.
- Build high-performance teams through effective recruitment practices focused on competency alignment coupled with ongoing performance management processes.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Transformed customer experience by designing and executing comprehensive service improvement initiatives aimed at enhancing satisfaction levels.
- Ensured regulatory compliance at all times by implementing robust internal controls systems coupled with proactive monitoring mechanisms.
Assistant Vice President, Absence/National Client
Unum
01.2019 - 01.2022
- Lead 500+ specialists, managers, and directors in administration of Disability, Family Medical Leaves, State Leaves, Paid Leaves and ADA for large case/jumbo clients.
- Facilitated multiple Jumbo/Large National case implementations with downstream focus on building aligned organization, determining appropriate KPIs, staffing assumptions and quality measures needed.
- Provided strategic direction and leadership as it pertains to management and analysis of assigned block of large and/or complex disability and leave customers.
- Ensured managers and directors are managing their staff to set forth expectations, meeting corporate and departmental standards and continuously looking for ways to move business forward (KPIs, Continuous Improvement Efforts, Budget adherence).
- Supported continuous improvement efforts by looking for ways to continuously improve and bring forth ideas and solutions for process enhancements.
- Increased efficiency by streamlining processes and implementing new software tools for team.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Fostered strong relationships with key clients, leading to repeat business and significant increase in customer satisfaction ratings.
Director-Absence Management Center
Unum
01.2014 - 01.2019
- Lead six teams administering Disability, Family Medical Leaves, State Leaves and Corporate Leave programs.
- Actively participated in sales presentations discussing value story to potential clients.
- Handled implementations of two Large Case employers, which includes consultative support, building processes and ongoing account management.
- Managed organizational metrics, while evaluating trends in organizational results to determine potential training and process change needs.
- Found solutions and ideas to assist customers in meeting their absence needs and expectations.
- Worked with Field and Underwriting partners through RFP process to ensure that organization's products and offering are priced appropriately.
Education
Master of Science - Organizational Development
Webster University
St. Louis, MO05.2022
Bachelor of Science - Organizational Leadership
Covenant College
Lookout Mountain, GA05.2001
Associate of Science - Accounting
Chattanooga State Technical College
Chattanooga, TN05.1996
Skills
- Strategic Planning
- Operational Leadership
- Industry Best Practices
- Account Management
- Change Management
- Process Improvement
- Problem Solving/Consultative
- Communication Skills
Certifications Awards
- Leadership College Graduate 2018
- Life and Accident Licensing
- Completion of Consumer Connection Program (Enrollment Services)
- Unum Leadership College Development Program-2019
- Managing at Unum Program
- Invited to participate in five Unum Recognition and Leadership Conferences
- Certified Customer Experience Participant and Mentor
- Outstanding Leadership Award-Multi-site, Leading by Example Award-Multi-site, Innovation Award, Star Team Award-Multi-site, Collaboration and Partnership Award (x2)-Multi-site
- Mentor for Junior Achievement
- North River Soccer Association Board Member (450+ children)
Software
Affiliations
- Tennessee River Soccer Association Board Member
Certification
- Accident, Health and Life License
Timeline
Vice President, Claim and Leave Operations Center
MetLife
01.2022 - Current
Assistant Vice President, Absence/National Client
Unum
01.2019 - 01.2022
Director-Absence Management Center
Unum
01.2014 - 01.2019
Master of Science - Organizational Development
Webster University
Bachelor of Science - Organizational Leadership
Covenant College
Associate of Science - Accounting
Chattanooga State Technical College