elaine wilkinson resume jh
TRANSCRIPT
![Page 1: Elaine Wilkinson Resume JH](https://reader037.vdocument.in/reader037/viewer/2022100423/58edef3e1a28aba5378b46b5/html5/thumbnails/1.jpg)
ELAINE DANSEREAU WILKINSON 28 Mason Drive
Salem, New Hampshire 03079 Phone: 603-560-5006 e-mail:[email protected]
Profile_____________________________________________________________________________________
Accomplished, achievement driven, results oriented operations manager with experience in multiple disciplines, including
underwriting, claims, call center, and service operations. Demonstrated leadership in service delivery, operational excellence, and process engineering. Fosters a culture of high employee engagement committed to achieving results while delivering consistently high customer satisfaction. Experienced in managing organizational change, including mergers and acquisitions.
Experience_________________________________________________________________________________
2006 – Present Liberty Mutual Group Dover, NH
Manager of Life and Annuity Service & Claims Operations Manage all service and claims operations for individual l ife and annuity products
Lead contact center operations for both new business and inforce operations; over 300,000 service interactions
Led effort to ensure compliance with NY Reg 308 and all newly enacted abandoned property model regulations
Thought leader who led the development of multiple tools which drove process efficiencies and customer
satisfaction Developed concept for and implemented an end customer satisfaction survey; consistently achieve high marks for
satisfaction and first call resolution Developed and drove implementation of the first Life Concierge service program for Liberty Mutual sales
representatives, which is now part of the company’s formal recognition program
Oversight for all cash processing; over $1 bil l ion annually
Consistently strong expense management and risk management results
2002 – 2006 Baystate Financial Services Boston, MA
Chief Operations Officer Responsible for all aspects of the operation of multi - office financial services firm with over $100 mill ion in annual
revenue Liaison between the home office underwriting department and the financial advisors to facilitate the timely and
efficient approval of new business
As a registered principal, responsible for suitability approval of all l ife and annuity new business
After acquisition, led the integration of operations of three branch offices
1986-2001 New England Financial Boston, MA
Second Vice President, Client Services (1994 – 2001) Led a multi-disciplined operation, including call center and customer service in an SEC regulated environment
Developed and executed plans for creation of the Variable Life Services Department
After acquisition, planned and led the integration of New England Financial operations into MetLife operations .
Required collaboration with leadership teams at four unique MetLife sites.
Second Vice President, Underwriting & New Business Services (1990 - 1994) Led a team of 30 underwriters and support staff, responsible for underwriting and issue of l ife new business in the
high net worth market Underwriter (1986 - 1990)
Held several l ife and disability underwriting positions of increasing authority, from Senior Underwriter to
Underwriting Director
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Industry Education and Designations____________________________________________________________
FLMI, FLHC, AAPA, AIRC, AIAA, ACS
Currently pursuing CLU designation
Professional Organizations____________________________________________________________________
Member, International Claims Association
Member, Northeast Customer Service Committee
Skills______________________________________________________________________________________
Proficient in Microsoft Office, including Word, Excel, PowerPoint, Access
Lean Six Sigma Yellow Belt Certification