Michelle Gary

Experience

• 

  GEICO

  May 2007 - Nov 2023

  • Lead a team of nine, driving efficiency, legal compliance, and process improvement initiatives resulting in enhanced operational performance and streamlined workflows.• Orchestrated comprehensive process reviews and projects involving operational procedures, computer systems, and product rollouts. Ensured adherence to federal and state legal and regulatory requirements, as well as company procedures. Implemented robust audit and follow-up plans, effectively communicating performance outcomes to corporate leadership. • Successfully managed the conversion of company resources to the Salesforce CRM Platform, overseeing an additional project team of 11 members and ensuring seamless integration of systems. • Spearheaded a transformative overhaul of a company-wide risk mitigation framework, elevating its effectiveness in safeguarding against financial losses during natural disasters. • Mitigated organizational risk by identifying compliance gaps in processes. Oversaw the implementation of targeted solutions that enhanced overall compliance and minimized potential concerns.• Provided subject matter expertise policy processing and the application of automated underwriting technology, further reducing organizational risk, and ensuring regulatory compliance. Show less • Promoted to manage and grow the Claims Operational unit and oversee the life cycle of the customer, associates, and leadership, by developing and executing complex strategies. Areas of responsibility included phone and internet claims functions, performance management, staffing, hiring, training, contact volume forecasting, and budgeting.• Directed a leadership team of ten, offering strategic guidance, leadership development, and hands-on support while overseeing a workforce of approximately 250 individuals within a dynamic matrixed environment.• Conducted comprehensive analyses of market and industry trends, customer feedback, and internal claims data, leveraging insights to formulate data-driven and well-balanced operational strategies aimed at enhancing efficiency and fostering customer satisfaction.• Collaborated directly with business leadership to align product line performance and strategies with overarching enterprise goals, ensuring seamless integration and optimized results.• Crafted and presented annual business plans to Senior Executives centered around key performance indicators (KPIs), seamlessly integrating continuous improvement, talent management, and organizational goals into a comprehensive and impactful departmental framework. Show less • Promoted to the role of Talent Development Operations Leader to revitalize performance and lead all leadership developmental programs in the regional location. • Successfully managed a team of approximately thirty individuals throughout various stages of the leadership development program, ranging from orientation to promotion into advanced leadership roles, with an overall success rate of 90%.• Demonstrated expertise in navigating and upholding requirements across diverse state insurance jurisdictions, fostering a culture of compliance. Facilitated comprehensive training programs and established a robust decision-making framework to enhance supervisory skills and promote effective, decisive judgment.• Facilitate leadership-based programs to onboard new management, fostering a strong company culture and empowering them to develop effective leadership behaviors, strategies, and vision.• Strategically analyzed and evaluated key performance indicators (KPIs) to identify trends, discover opportunities for improvement and collaboration, and forecast future successes in leadership roles, while effectively communicating findings to supervisors.• Oversaw hiring and staffing processes for licensed insurance professionals, successfully recruiting and onboarding over 350 individuals in 2014 and 2015, ensuring excellent customer service and support across multiple locations.• Developed and implemented a Trainer Preparatory Program for the regional location, establishing clear strategies and measurable standards to guide the program from start to completion• Provided motivation and coaching to a team of 10 Trainers, surpassing new hire expectations and fostering a positive departmental environment.• Nurtured a culture of high performance and customer-centricity, resulting in efficient resolution of billing, policy inquiries, and customer requests, while effectively managing escalated issues when necessary. Show less

  • Manager, Project & Process

    May 2021 - Nov 2023

  • Claims Operations Manager

    Nov 2017 - May 2021

  • Talent Development Operational Leader

    Oct 2015 - Nov 2017

  • Corporate Trainer

    Apr 2013 - Oct 2015

  • Customer Service Supervisor

    Aug 2011 - Apr 2013

  • Leadership Development Associate

    Sept 2010 - Aug 2011

  • Quality Assurance Specialist

    Jul 2009 - Sept 2010

  • Customer Service Representative

    May 2007 - Jul 2009
• 

  Excellus BCBS

  Nov 2023 - now

  Manager, Business Engagement Strategy