Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Sherray Ratcliffe

Summary

Accomplished AVP with a proven track record at Vault, enhancing operational efficiency and fostering a culture of continuous improvement. Expert in Operations Management and Performance Development, I've led teams to achieve over 28% efficiency gains and maintained a 100% retention rate during challenging transitions. Skilled in driving customer experience and organizational structuring, I excel in strategic leadership and team development.

Overview

11
11
years of professional experience

Work History

AVP, Head of Concierge Services & Operations

Vault
08.2023 - Current
  • Analyzed data to identify areas of improvement, implementing changes that resulted in greater operational efficiency for Customer Experience Contact Center, Payment Experience Department and Underwriting Support Services.
  • Successfully managed change within the organization, inclusive of system migrations, departmental restructure, product/service enhancements & rebranding; ensuring smooth transitions & adoption.
  • Established policies and procedures that improved operational efficiency within organization.
  • Oversaw talent acquisition efforts, selecting top candidates who contributed significantly to organizational success.
  • Promoted and led performance enhancement culture by actively coaching and mentoring management team; supporting operations department of over 40 employees.
  • Streamlined communication channels between departments, facilitating better collaboration on projects across organization.

AVP, Operations - Customer Delivery

Vault
10.2021 - 08.2023
  • Delegate production of operating procedures among management staff to optimize productivity in Underwriting & Service support processes.
  • Fostered culture of continuous improvement by encouraging feedback from employees at all levels within organization..
  • Developed tiered career progression program within Service department to promote employee talent from within, building and maintaining cohesive cross departmental structure.
  • Trained and guided team members to maintain high productivity and performance metrics.

Operations Manager - Customer Delivery

Vault
07.2020 - 10.2021
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Managed team of 22 to maintain high productivity and performance metrics.
  • Developed systems and procedures to improve operational quality and team efficiency.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Collaborated with Human Resources to reopen office during pandemic inclusive of multi-phased rollout approach for WFH policies and best practices
  • Conducted efficient virtual onboarding and training of employees during pandemic with 100% retention rate.

Underwriting Team Lead

Vault
07.2017 - 07.2020
  • Promoted positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for team which helped in tracking progress towards set targets effectively.
  • Coached team of 8 employees techniques necessary to complete job tasks.
  • Independent management of Underwriting book of business for 14 direct appointed agents totaling over $1M in written premium.

Senior Underwriter

Heritage Property & Casualty
02.2015 - 06.2017
  • Monitored underwriting team of 8 employees performance and provided mentoring to achieve personal and department production goals.
  • Collaborated & traveled with Product and Sales departments on new state products and expansion projects.
  • Supported review, acceptance, or denial of new or renewal business after carefully reviewing all account information.
  • Maintained strong relationships with brokers, facilitating open communication channels and improving overall business collaboration.

Compliance Analyst

Universal North America
11.2013 - 02.2015
  • Facilitated quarterly audits on new business, renewals/non-renewals, and cancellations
  • Led team of 5 Underwriters that analyzed and proposed new workflow initiatives that increased efficiency by 28%
  • Earned ranking in top 25% of countrywide Underwriting team in quality and production results.
  • Responded promptly to inquiries from regulators or other stakeholders regarding company practices, demonstrating transparency and commitment to ethical conduct at all times.
  • Participated in external audits, liaising with regulators to address any concerns raised effectively.

Education

Bachelor of Science - Business Management

University of Phoenix

Skills

  • Operations Management
  • Channel Management
  • Internal Communications
  • Performance Development
  • Customer Experience Management
  • Organizational Structuring

Accomplishments

    Lead Organizer 2021 – 2023

    Elementary School Adoption Program

  • Raised over $15,000 in donations for school uniforms, school supplies, and grocery gift cards for the holidays.

    • Graduate/Ambassador 2022

    Women on Their Way Navigator Program

  • Selected as the sole nominee from the organization by the Senior Executive leadership team.

Timeline

AVP, Head of Concierge Services & Operations

Vault
08.2023 - Current

AVP, Operations - Customer Delivery

Vault
10.2021 - 08.2023

Operations Manager - Customer Delivery

Vault
07.2020 - 10.2021

Underwriting Team Lead

Vault
07.2017 - 07.2020

Senior Underwriter

Heritage Property & Casualty
02.2015 - 06.2017

Compliance Analyst

Universal North America
11.2013 - 02.2015

Bachelor of Science - Business Management

University of Phoenix

Similar Profiles

CREATE PROFILE
Sherray Ratcliffe