Adept at driving operational efficiency and enhancing team productivity, my tenure at Liberty Mutual showcases a proven track record in staff management and continuous improvement. Leveraging technical support expertise and a knack for problem-solving, I've spearheaded initiatives that significantly improved performance metrics and fostered a culture of teamwork and collaboration. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. I've relied on my independent decision-making skills and sound judgment to positively impact company success.
Overview
40
40
years of professional experience
1
1
Certification
Work History
Regional Operations Manager
Liberty Mutual
Duluth, GA
03.2016 - 04.2020
Coordinated with other regional managers to share best practices, streamline processes, and improve overall organizational effectiveness.
Monitored and analyzed performance data, identifying areas of improvement and developing corrective action plans.
Enhanced customer satisfaction through effective communication and problem-solving strategies.
Developed processes to save on costs and prevent losses.
Resolved daily system issues daily for 225 users.
Managed and revised Audit processes for employee ID's roles and responsibilities working closely with Sarbanes Oxley Compliance guidelines.
Senior Business Analyst
Liberty Mutual - Commercial Insurance Claims
08.2014 - 03.2016
Created detailed user stories for system enhancements, leading to improved functionality and user satisfaction.
Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
Improved project efficiency by analyzing business processes and identifying areas for improvement.
Collaborated with cross-functional teams, ensuring a cohesive approach to business analysis.
Spearheaded change management efforts during major system implementations, minimizing disruptions to daily operations while maximizing employee buy-in for new processes.
Resource Manager
Liberty Mutual - Commercial Insurance Company
Tampa, FL
02.1985 - 03.2014
Collaborated with department heads to identify staffing requirements, resulting in improved workforce planning and reduced turnover rates.
Served as a key point of contact for both internal stakeholders and external partners on matters relating to resource availability and allocation, fostering strong relationships built on trust and transparency.
Streamlined resource allocation processes by implementing efficient scheduling and tracking systems.
Continuously assessed the effectiveness of existing resource management strategies, refining processes as needed to ensure optimal performance at all times.
Enhanced team productivity with regular performance evaluations and targeted training programs.
Improved operational efficiency by streamlining processes and implementing time-saving strategies.
Evaluated performance metrics regularly, identifying opportunities for continuous improvement in operations management.
Managed complex projects involving multiple stakeholders, delivering desired outcomes on time and within budget constraints.
Managed and motivated employees to be productive and engaged in work.
Accomplished multiple tasks within established timeframes.
Maintained professional, organized, and safe environment for employees and patrons.
Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Maximized performance by monitoring daily activities and mentoring team members.
Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
OFFICE MANAGER - REAL ESTATE REPAIRS, OFFICE ISSUE RESOLUTION
Coordinated with maintenance teams to ensure timely repairs and regular upkeep of properties, maintaining high standards for tenants.
SAFETY COORDINATOR
Inspected worksites, practices, and gear for compliance with established safety standards.
Recognized, documented, and advised on removal of hazards.
Provided ongoing support and resources to supervisors in managing safety performance within their departments, fostering a culture of accountability among leadership.
Gathered information, prepared reports, and drafted correspondence related to cases.
BUSINESS CONTINUITY PLANNER COORDINATOR
Established a culture of proactive risk management within the organization by promoting best practices in disaster prevention and mitigation.
Coordinated with external partners such as first responders and local authorities during crisis situations, fostering strong community relations.
Ensured regulatory compliance by aligning company policies with industry best practices and guidelines.
Increased employee awareness on crisis management through regular training sessions and workshops, resulting in a more resilient workforce.
Support Specialist
Liberty Mutual- Commercial Insurance Claims
03.1980 - 02.1984
Worked in a variety of Roles such as, Office Receptionist, Case Creation Processor, Workers Compensation Adjuster, Team Leader of the Support Group.
Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Skills
Problem Solving
Operational Efficiency
Staffing oversight
Incident Management
Recovery strategies
Safety and compliance inspections
Training and mentoring
Technical support expertise
Staff Management
Technical Support
Continuous Improvement
Teamwork and Collaboration
Regulatory Compliance
Quality Assurance
Performance Management
Work Planning and Prioritization
Accomplishments
Sustained high performer throughout entire work history.
Many internal awards based on performance.
Merit and incentive bonus received consistently as a high performer.