Whitney Stock

Client – The Office of Refugee Resettlement (ORR) under the Administration for Children and Families

Roles – Program Communications, Change Management Consultant

• Analyzes and visualizes policy documentation and standards of procedures to develop process flows
• Identifies gaps in communication and process development for large-scale process change
• Participates in the design and development of change management communication for multiple key partners impacted by large-scale process change for high-visibility government program
• Conducted client meetings to align on strategic mission, vision, capabilities, and priority areas to link client’s current state processes, to target future state.
• Build process flows to define tactical next steps for implementation of new processes
• Map future recommendations and enhancements to client’s operations centered around: tech integration, automation, and systemization

Client – Abbott Laboratories

Roles – Communications Lead

• Created communications for internal stakeholders effected by the implementation of the new software
• Created monthly newsletter for change champions, super users, and executives to communicate updates about training, software implantation, use of the new system and user adoption
• Created role specific training communications outlining requirements for individual user groups
• Created client deliverables for change champion and super users’ meetings
• Created invitations for town hall events, announcements of the upcoming change as well as announcements that the new software was live
• Managed and maintained communication plan

Client – Consumer Financial Protection Bureau

Roles – Business Design and Communications

• Created future state ideal workflow process that utilized technology to allow for automation and that addressed pain points that had been identified
• Used change management best practices to elicit buy-in and engagement from internal stakeholders
• Helped develop workflows in Power Automate to link technology already in use and automated the four major processes of the agency
• Created client deliverables

• Wrote over $1 Million each year since starting with the company
• Doubled the number of agents actively writing within given territory
• Established and now run an Employee Wellness Program
• Manage a book of business for assigned agencies and am responsible for overall profit and growth of the book
• Review and underwrite individual applications for new and renewal business for commercial lines accounts with established authority level. Evaluate exposure to loss, determine pricing and determine acceptability of risk in accordance with company guidelines
• Review results of underwriting file reviews, make needed file/process adjustments
• Notify agencies of adverse decisions, underwriting requirements, status, and declinations. Answer questions from agencies, policyholders or other external contacts and escalate issues to management as needed
• Negotiate with agents to reach positive and profitable outcomes
• Deliver quotes, terms, and conditions to agents
• Order and review inspections and prepare recommendations letters
• Establish and maintain effective communication between agents and the company
• Keep current on state/territory issues and regulations as well as industry activity and trends
• Assist underwriting leader in training and mentoring other team members

• Provides and supports NHS sales forecasting, planning, and budgeting processes used within the sales organization
• Produces and monitors the accuracy and efficient distribution of sales reports (weekly, monthly, quarterly, and annually) to the sales organization and NHS Management team
• Generate monthly sales board reports
• Provides to Sales VP supportive data to help build out equitable assignment of sales force quotas annually and ensures quotas are optimally allocated to all sales channels
• Build structure/architecture of CRM database
• Write workflows and rules within CRM structure
• Assign territory mapping with automated assignments
• Maintain CRM data integrity
• Import new/clean information into database
• Export data from CRM to present to requesting party (sales, finance, marketing, implementation, board members, etc.)
• Work alongside marketing to help with e-blasts, campaigns, lead tracking etc.
• Creating new workflows, rules, privileges, territories, and roles within CRM
• Write and maintain new reports/dashboard with CRM

• Created and deployed the first paperless mobile app in the Northeast States Regional Operation
• Plan and Implement Agency Reviews
• Coordinate regional events for Sales Academy Training
• Coordination of Regional Sales Managers Meetings
• Responsible for Life Insurance Awareness Month
• Responsible for Sales Contests/Promotions, tracking and communications for one Sales Associate Vice President’s Market
• Responsible for Regional Sales Contest/Promotions, tracking and communications
• Planning, coordination, and implementation of Sales Kickoff Event
• Support of one Agent Advisory Group Subcommittee
• Support of lead generation and the NESRO events strategy
• Responsible for various agent reports and tracking
• Support and assist Independent Agency Acquisition activity
• Responsible for ADSM focus group
• Coordination, implementation, and support of Member Connection Meeting

• Evaluate and Underwrite commercial renewal policies for the states of New York and Pennsylvania
• Evaluate and Underwrite New Business policies for the states of New York Pennsylvania
• Process change requests for policies in New York and Pennsylvania
• Consistently exceed production objections set forth by management
• Participant on the Building Better Relationships Committee
• Participant on the Engagement Committee
• Writer for the Beacon Newsletter

• Assist policyholders with medical, income, funeral, and accidental death claims after a motor vehicle accident
• Assess medical bills incurred by policyholders after a motor vehicle accident
• Served on the Recognition Committee from 2010 – 2012
• Became a mentor to new trainees within my unit after less than a year of employment
• Became one of only three people in the department taking New Jersey First Party claims within the first year of employment
• Recipient of the S.M.A.R.T., L.E.A.D. and F.A.N. award multiple times
• Became a mentor to new hires in the department in 2011

• Educate providers on current Medicare regulations and medical allowances as well as claims issues
• Answer providers questions in areas of services, billing, and appeal rights
• Reprocess claims where necessary
• Became a mentor after 4 months of employment
• Put in the position of a Back Up Technical Analyst after 6 months of employment
• Trained to take supervisor and irate calls after 7 months of employment

• Managed human resource files
• Created delivery method for new client information
• Created new client marketing plan
• Handled new client recruitment
• 95% success rate with new client enrollment
• Conducted new hire interviews

• Promoted from childhood assistant to assistant group supervisor in less than a year
• Handled parent communication
• Created weekly staff schedule
• Implemented weekly learning objectives for children 2-5 years of age