Jennifer Pereira Ilarraza
Executive Director National Operations Manager Specialty Claims @CSAA Insurance Group
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WORK HISTORY
Executive Director National Operations Manager Specialty Claims @CSAA Insurance Group
Leverage expertise in department operations and best-in-class customer service. Accountable for up to nine direct reports who manage over 60 frontline employees nationwide administering an annual budget of over $13 million. Orchestrated several motivational initiatives that included flexible work schedules, setting up team-building activities, career road mapping, and recognizing top performers. Maintained an aggregate employee engagement score of 76% over the last six years (the industry average is 55%) while bolstering productivity. Appointed by corporate to head up two new departments (Commercial Lines and Motorcycle). This included complete oversight of staffing, governing protocols, procedures, and legal guidelines. Additionally implemented a workflow management platform (Guidewire) and ensured quality assurance measures are rigorously enforced. Developed an internal leadership group (Hiring Squad) to drive talent acquisition and examine attrition patterns. Conducted weekly roundtable meetings centered on measuring hiring guidelines, workplace culture, long-term career development strategies, and succession planning. Created a new onboarding and upskilling team of supervisors focused on supporting new hires during their first 60 days of training. Promoted continuous learning concentrating on building expertise in workflow processes and engagement, improving employee retention rate from 74% to 86% over the last four years. Spearheaded process efficiencies by implementing a time-based management approach utilizing Lean methods (Push and Pull Strategy) and automating workflows that streamlined the insurance claims lifecycle. This lowered operations costs by 15% and significantly reduced processing cycle times resulting in a 16-point increase in net promoter score (NPS) for customer satisfaction.Created and implemented an internal lead generation program that generated 1,400 new policies and approximately $2.5 million in direct written premiums.
EDUCATION
Latin American Bible Institute
Associates Degree
ABOUT JENNIFER PEREIRA ILARRAZA
As a multifaceted, forward-thinking senior level executive director, I have 30 years of progressive leadership experience driving change management, technology implementation, workforce productivity, and succession planning to ensure client success and a favorable customer experience for ongoing business growth in a highly competitive marketplace. I advanced to higher levels of leadership for outstanding achievements during several periods of enterprise transformation for largest insurance partner in North America. Recognized as an agent of change, I have spearheaded innovative projects that have elevated human capital management, quality assurance, and cost-effectiveness while building a robust workforce. Throughout my career, I have demonstrated an impressive record of recruiting and retaining quality talent and developing future enterprise leaders to thrive in the face of ambiguity. Equally important to me, is my commitment to fostering a mentoring and positive workplace culture centered on recognition, diversity, and inclusion. Employing keen instructional and influential communication methods, I present complex analytics to executive teams, engage with key stakeholders, and collaborate effectively with cross-functional teams (HR, Finance, Legal, Marketing, and IT). Additional management processes and skills of relevance include- Project Management - Contract Administration- Procurement - Budget Administration - Profit and Loss - Cost Control - Forecasting - Data Analysis - Diversity, Equity, and Inclusion (DE & I)- Emotional IntelligenceSoftware and systems- Microsoft 365 (Word, Excel, PowerPoint, Teams)- Guidewire
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