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Director Of Operations
Operations and Information Technology
Define service level objectives, reporting requirements and metrics. Lead and implement continuous companywide improvement of processes, controls and communication. Collaborate with marketing and underwriting executives to implement strategic business initiatives. Manage large projects, oversee IT, production and Operation departments, and serve as the primary contact for large business relations. Review and approve contracts; scope of works; define risk sharing, reporting metrics and SLA's. Create request for proposals and select vendors. Align vendors with business expectations and ensure deliverables are achieved. Manage the onboarding of new business partners. Collaborate and contribute to growth of business. Create security and personnel policies. Plan and implement changes to core systems and websites to enhance customer experience. Create, plan, test, and implement business continuity and disaster recovery plans. Manage $3.5M budget; supervise 28 employees.
Agency Manager of Operations
Served as manager for all operational projects involving IT, upgrades to existing software, implementation of all new software and programs, and phones. Liaised between end users, marketing, production, and customers to achieve best-fit solutions to improve the quality of products and processes. Ensured the viability of phone systems, computers, servers, printers, faxes, and internet connectivity. Maintained applications and forms for 48 states in five insurance programs. Directly supervised 29 employees.
American Collectors Insurance
National specialty insurer of collector cars and collectibles.
Supervisor of Processing and Mailroom / Assistant Supervisor of Mailroom
Ensured timely processing of policies, renewals, mailings, and filings. Maintained 110,000+ insured files; posted monthly renewals and commission checks. Performed QA inspections of data entry, policy forms, and renewals.
➢ Conducted a cost/benefit analysis and researched options for an in-house exchange server versus a hosted exchange solution. Identified best-fit vendors; created, distributed, and reviewed RFPs; outlined demonstration requirements and collected solution functions; and analyzed administrative capabilities and costs.
➢ Researched solutions to replicate data offsite as part of the company's disaster recovery and business continuity plan. Compared features, usability, administrative capabilities, and costs. Identified co-location facility, implemented MPLS lines, conducted training, and performed failover testing.
Melissa A. Romagnoli H: 856.863.3626 * C: 856.404.0942 * firstname.lastname@example.org
➢ Implemented a new full AL3 policy download in collaboration with the company's largest business partner for a B2B data-sharing download. Gathered reporting requirements, researched and compared options, and facilitated demonstrations. Managed all vendors and worked with business partners to implement a successful solution. The company is now certified in one of the most-used policy management systems and can offer the service to other large business partners.
➢ Researched and coordinated demonstrations and selected a new document-imaging solution to transform from a file-based to a paperless system. Managed files to be taken offsite for imaging by a third-party vendor, imported the scanned images into the new solution, and performed QA inspections. Trained all 80 employees in imaging system capabilities and created training materials for subsequent new hires. Created work flow processes, end user interface configuration and procedures.
➢ Researched and purchased new software to reduce postage mailing costs by...
Relocate facility to new location
I was charged with planning the relocation of our entire facility. This included collaboration with all department managers, coordination of vendors and architects to ensure a smooth relocation. The relocation took place over a 2 day weekend and the project was implemented successfully.
My goal was to create a strategic company. The plan in collaboration with the other members of our executive team. The next goal was to create department level plans for operations, IT infrastructure and program testing departments. The plans were implemented successful and we are on track to complete all tasks of the 5 year plan.
My goal was to research solutions to enable us to import all existing and new documents into an imaging platform. The solution implemented was Application Extender, an EMC product. The project required the coordination of ensuring the existing 170,000 files were imported correctly into the new solution. I worked with all department managers to create the search options and field entries. Once this project was done I identified automatic importing opportunities from print queue's to binders coming in from our website. I was able to reduce overall printing costs by 85% across the company.
Identify solution to replicate data
Research solutions to replicate our data offsite. DoubleTake software was purchased to replicate our data to an offsite facility. I negotiated the contract for the co-location site; mapped out the project plan; participated in the software training and testing. We have 9 critical servers replicating data to our co-location facility. The equipment at the co-location facility is set up to allow staff to connect in the event of any hardware of primary facility failure. This project was implemented successfully.
Qualifications & Certifications
Camden Catholic High School
Camden County College
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