Tracy MacLean
Head of Customer Care and Claims @Neilson Financial Services
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WORK HISTORY
Head of Customer Care and Claims @Neilson Financial Services
Toronto, ON, CA
Redefined claims strategy to enhance operational efficiency, accuracy, and compliance—driving faster resolutions, improved customer satisfaction, and achieving a 50% improved service level.Scaled Customer Care operations to enable sustainable business growth through strategic workforce planning, process modernization, and technology transformation initiatives.Championed employee engagement and leadership development, introducing structured career pathways and recognition programs that improved retention and increased employee pulse scores by 23%.Enhanced organizational performance by embedding data-driven accountability frameworks and productivity strategies, significantly reducing inefficiencies across customer operations.Established a robust Quality and Compliance governance model to ensure consistency, transparency, and alignment with regulatory standards across all customer-facing functions.
EDUCATION
Sheridan College
Digital Marketing, Business Administration, Management and Operations
Prosci ADKAR
Certified Practitioner, Change Management
Sir Sanford Fleming College
Human Resources Management, Business Administration
SKILLS
ABOUT TRACY MACLEAN
Industry Expertise:Contact CentreFINTECHTelecommunicationsConsumer Packaged GoodsBankingAutomotiveBusiness Process OutsourcingProperty & Casualty InsuranceCreditor InsuranceLife InsuranceLicensed Insurance Agent (OTL)Functional Skills:Prosci ADKAR PractitionerSales Service OperationsClaimsWorkforce ManagementCustomer ExperienceTelemarketingTraining & DevelopmentTechnical Proficiency:Start-UpDigital ServicesGuide Wire Five9SalesforceNICETAMSZendeskPOSHubspot
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