Lillian Concha

Experience

• 

  Target

  Jul 2013 - Feb 2014

  Executive Team Leader

  Managed multiple departments and analyzed key reports to create efficient processes, ensure profitability, and provide amazing guest service. Led multiple team members through daily operations of a 62 million dollar a year store. Trained and developed four Team Leaders through performance discussions and coaching conversations to ensure their growth as leaders in the store and in their departments.

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  GEICO

  Feb 2014 - Nov 2022

  Designed and structured the first Bilingual Talent Development Program at GEICO. Focused on key department goals, opportunities and strategies to ensure an effective program rollout and provided follow up upon program completion. Mentored and coached over 50 associates currently in leadership development roles through training, observation, feedback and accountability. Identified and evaluated behavioral opportunities of our current leaders through review of metrics and manager evaluations, and created initiatives that focus on a teach, practice, and self-evaluation approach. Communicated plan to management partners, presented vision, and executed multiple successful workshops. Show less Responsible for maintaining, executing and improving department initiatives to ensure associates are executing a high level of customer service and proactively driving phone efficiencies to be available for our customers. Created and implemented effective strategies focused on driving customer service, talent development initiatives, and engagement. Co-managed a department of 300 associates through a high level of communication and collaboration focused on daily projects and administrative tasks. Met and exceeded daily, weekly and monthly deadlines tailored around department projects, leadership learning plans, data analysis, and providing coaching and feedback. Collaborated with executive level management to provide updates on results, strategic planning, and forecasting. Created and implemented new change management initiatives to provide a better work product for our customers, associates and for the company. Show less Assisted with performance and leadership development of associates in the Management Development Program and provided feedback to drive execution of twelve leadership behaviors focused on supervisor development. Onboarded new hire associates pursuing a leadership role by setting the company expectations, assisting with knowledge gaps, and building strong relationships with each associate to improve the cultural transition. Scheduled virtual calls and trainings to ensure associates were getting the proper feedback and support to meet their program goals. Worked closely with the Regional Vice President, Director and Department Managers to ensure that the associates were meeting program timelines, metric goals and project initiatives. Show less Coached and developed a team of 6 liability adjusters. Helped improve the teams overall rating and drove results to finish in the top quartile. Communicated and collaborated with department level management to consistently provide updates on team results and discuss any follow up and accountability measures to maintain a high level of engagement and coaching. Mentored three summer interns and provided support, experience, and feedback to assist with their projects and presentations on leadership, insurance knowledge, and coaching and development. Show less Successfully completed the Management Development Rotation and received my certification in supervisor preparation. Managed and developed multiple teams of 6-18 associates by coaching and implementing plans to ensure proper customer service execution. Led the training, coaching and implementation of the Claims Navigator to deliver an easier and more effective tool to claims associates and customers. Attended leadership meetings, engaged in mentor sessions, and reviewed reports and proposals for new initiatives that impact our department.Reviewed insurance contracts, establish relationships with attorneys and medical providers, and successfully negotiate policy terms and financial responsibility. Show less

  • Bilingual Talent Development Manager

    Jul 2021 - Nov 2022

  • Claims Department Manager

    Jun 2019 - Jul 2021

  • Talent Development Coordinator

    Jun 2018 - Jun 2019

  • Claims Liability Supervisor

    Jan 2018 - Jun 2018

  • Litigation Examiner

    Mar 2017 - Dec 2017

  • Claims Service Supervisor - Management Development Program

    Aug 2015 - Feb 2017

  • Bodily Injury Adjuster

    Nov 2014 - Aug 2015

  • Claims Adjuster - Management Development Program

    Feb 2014 - Nov 2014
• 

  Bumble Inc.

  Nov 2022 - now

  Lead and support multiple talent program initiatives through project plan design and implementation, stakeholder partnership and cross-functional collaboration, effective communication and project execution. Manage and maintain our leadership development initiatives, global onboarding resources, learning platforms and performance management processes.

  • Senior Talent Management Specialist

    Jul 2023 - now

  • Talent Management Specialist

    Nov 2022 - Jul 2023