Javier S.

Experience

• 

  Allstate Financial

  Apr 1994 - Feb 2008

  • Responsible for timely and accurate processing of life insurance applications through a division of 80 employees, divided through an underwriting and clerical team.• Aggressively led 5 front line leaders to achieve business objectives by coaching them to motivate and recognize high performers and managing out poor performers toward improvement or out of the organization.• Extensive field travel, which included presentations on workflow (SOP) and products. • Implemented production & quality improvements utilizing Six Sigma project management methodology as a Certified Black Belt.• Ensured internal and external customer satisfaction by obtaining and monitoring stated business objectives and metrics – cycle time, quality, satisfaction surveys and internal leadership surveys.• Responsible for budgetary controls, performance management, communication plans, interviews, training plans and senior management updates. Show less

  • Operations (Division) Manager

    Mar 2001 - Feb 2008

  • Senior Life Underwriter/Risk Selection Manager

    Apr 1994 - Mar 2001
• 

  Allstate Insurance

  Feb 2008 - Mar 2024

  Customer Experience Manager/Senior Project Manager

  Senior Manager, Customer Experience, Continuous Improvement and Knowledge Management Lead a team of KM specialist, offshore processors, and CE/CI specialists to achieve customer-focused results by appropriately investigating, evaluating, and determining the effectiveness of our KM through CI, CE and Six Sigma methodologies for process improvements. Cultivated a high-performing environment for direct reports by setting expectations, providing coaching and feedback, and fostering a positive environment of development.• Established and implemented priorities for a team of 55 employees, while reaching performance goals and objectives by ensuring direct report workloads were balanced and managed accurately and timely, consistently evaluating individual and team performance, and initiated appropriate action to meet and exceed performance standards and remove customer irritants. • Led KM audits, analyzed results and counseled staff to bring work to, or above, standards and consistent with applicable policies, procedures and department guidelines, while improving the customer experience.• Developed and maintained close customer ties in collaboration with contact center, articulated customer needs, and kept priorities in focus with the expectations of the customer. • Identified top talent through interviews, calibration process, coaching and provided training and development opportunities for direct and indirect reports by continuously giving feedback to aid in the development of talent. Sponsor mentee academic advisement with business assignments specific to courses at DePaul University.• Identified, evaluated and recommend process improvements designed to increase efficiency and improve quality from the customer’s perspective, utilizing CI, CE and Six Sigma methodology. Show less

• 

  City of Chicago

  Apr 2024 - now

  Project Manager

  Project Manager: Lead Poisoning Prevention Program in the Bureau of Maternal, Infant, Child, and Adolescent HealthThe Chicago Department of Public Health (CDPH) Lead Poisoning Prevention Program works to detect and address exposures to lead hazards. Through strategic inspections and abatement, as well as public education campaigns and testing, CDPH is leading efforts to permanently eliminate lead exposure to children. The Project Manager is responsible for the administration, development and implementation of the Lead Hazard Control Grant Program. The Project Manager is responsible for the daily oversight of the application team and management of various lead abatement grants and will work with staff, vendors, and partner agencies to ensure proper client intake, lead paint inspections/risk assessments, project bidding, contract awards and signing, payment processing, and closeout reporting.ESSENTIAL DUTIES: · Serves as a project or program supervisor, overseeing staff and work operations to ensure established goals and objectives are met.· Develops and implements operating policies and procedures to ensure the effectiveness of program operations.· Plans work schedules and priorities for project activities.· Participates in preparing project or program operating budgets and monitors budget expenditures.· Designs, implements, and monitors procedures utilized in program evaluation.· Develops marketing strategies to encourage participation in City projects and programs.· Audits and approves contractor and consultant vouchers for payment.· Acts as a liaison with City departments, public, and private agencies and business organizations to secure commitments in providing services to program participants.· Monitors and provides direction to consultants engaged in administering program activities.· Prepares narrative and statistical program status reports. Show less