Angela Gray
Fayetteville,AR
Summary
To obtain a Business Process Owner position where I can apply my project management skills and leadership experience to support exceptional member service.
- 9+ Years experience in Property & Casualty Insurance, responsible for applying Contracts Forms & Endorsement knowledge as both an individual contributor and leader.
- 4+ Years experience with business process execution/knowledge/experience.
- 1.5+ Years experience working with document lifecycle processes to include document creation, leveraging data from multiple sources to ensure Governance documents adhered to Policy on Policy(PoP) requirements, and leveraged relationships across CoSAs to achieve expected business outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Manager Insurance Sales and Service
USAA Operations
01.2017 - Current
- Manages time effectively to meet deadlines through effective multi-tasking to meet the needs of real-time member/employee requests, while driving team performance to achieve business expectations
- As a result of the ability to successfully manage competing priorities to obtain company goals, received several recognition awards throughout leadership career
- Identifies existing and emerging risks through frontline employee collaboration, conducting research through existing platforms and establishing key relationships with applicable stakeholders across P&C to identify and execute appropriate solutions to mitigate risks
- Through collaboration between frontline employees, Underwriting and IT, was able to support root cause solution for MD Risk Assessment Error, to increase sales in MD Auto sector
- Leverages knowledge of P&C Contracts, Forms and Endorsements to ensure accurate information is provided to ensure positive employee and member experiences.
Program/Project Management II (Rotation) – Business Risk and Controls, Strategy Digital and Brand
USAA
01.2022 - 09.2023
- Assisted in identifying business unit and business process risks across both Governance and Non-Governance Document Lifecycles by maintaining knowledge of business requirements and exercising control plans across the document lifecycles to ensure program adherence
- Achieved 100% program adherence for Governance document annual reviews
- Provided oversight of the Strategy Digital and Brand Knowledge Management process to ensure the department did not exceed the threshold for Key Performance Indicators
- Within 3 months upon arriving on the program, reduced the amount, of articles past due from 80 to 1 article (article was pending transition to Governance Document System – GDS as a result of open issue)
- Created, documented, published, and validated internal process documentation in Knowledge Central (KC) Solution Manager to ensure business activity risks were monitored and controlled
- As the Document Lifecycle management POC executed control programs and provided guidance regarding creating and processing documents in the Governance Document System (GDS)
- Completed research analysis, process mapping and planning to decrease the number of meetings/touchpoints for the Governance Document Lifecycle, thus improving the efficiency of our process for the end user
- As the Strategy Digital Brand Committee Recorder, ensured alignment between internal stakeholders and customers across assigned business processes utilizing positive communication and engagement strategies.
Senior Manager Insurance Sales and Service / Flex District
USAA Operations
01.2021 - 01.2022
- Created and managed the Senior Flex pilot program by designing, coordinating, implementing, and executing processes built to optimize the employee, leader, and member experience
- Nominated for Made for Leader Award as a result Flex District performance
- Led the development and implementation of training programs, materials, and events to meet quality requirements, ensure compliance with legal standards and aligned with Company or Staff Agency (CoSA), /Enterprise strategy
- Implemented the newly developed training program responsible for training over 100 employees
- Developed change communication plans for internal stakeholders, to include monthly Executive Management Group (EMG) reporting
- Received positive feedback from EMG regarding team performance and communication plan
- Exceeded business result expectations and revenue/product goal attainment through data analysis of various systems to include Salesforce, MSAT, and Performance Analytics and Reporting (PAR).
Sales and Service, Senior/IPI
USAA Operations
01.2015 - 01.2017
- Provided a world class member experience by asking questions to identify members’ underlying needs to offer appropriate products/services, while also providing leadership to teams for stand in manager positions
- Selected for Manager Candidate school due to proven business performance and leadership acumen
- Created unique programs to inspire employee behavior changes to drive a positive impact on Enterprise goals and align with P&C operational changes
- After demonstrating leadership skills by creating programs to drive performance as a Senior in operations, promoted to a manager within nine months.
Operations Manager
Starbucks
01.2005 - 01.2015
- Hired, trained, and developed staff to achieve company objectives to include budget management (over 1.5 million dollars in revenue) and customer service goals
- As a leader who produced high performing teams, selected to coordinate, and implement new pilot program procedures to measure success of diverse programs for implementation
- Achieved #1 ranking for Southwest Region in 2012 for exceeding all strategic objectives
- Achieved Starbucks Best in Class Award 2008 for achieving top 10% employment retention rate in the region
- After placement in a store with low performance, achieved “Most Improved” in 2008 by increasing customer satisfaction scores by 30%, while hitting all other company objectives, placing the store in the top 10% ranking of the company.
Education
Bachelor of Science - Psychology
Washington State University
Master of Arts - Higher Education
University of Arizona
Skills
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Continuous learning mindset
Recognition
- Eagle’s Eye Award (Leadership), Q2 2024
- Made for Teamwork Award, Q1 2021
- Made for Teamwork Award, Q1 2020
- Made for Teamwork Award, Q4 2020
- Made for Excellence Nomination, Q3 2020
Certification
- Certified Project Manager, 2022
- Six Sigma Yellow Belt, 2016
- Property & Casualty License, 2015
Classification
Public
Timeline
Program/Project Management II (Rotation) – Business Risk and Controls, Strategy Digital and Brand
USAA
01.2022 - 09.2023
Senior Manager Insurance Sales and Service / Flex District
USAA Operations
01.2021 - 01.2022
Manager Insurance Sales and Service
USAA Operations
01.2017 - Current
Sales and Service, Senior/IPI
USAA Operations
01.2015 - 01.2017
Operations Manager
Starbucks
01.2005 - 01.2015
Bachelor of Science - Psychology
Washington State University
Master of Arts - Higher Education
University of Arizona
Similar Profiles
Mydolly EscalonaMydolly Escalona
Account Manager I • Specialist • Associate at USAA/USAA INSURANCE AGENCYAccount Manager I • Specialist • Associate at USAA/USAA INSURANCE AGENCY
Shawn PittmanShawn Pittman
Senior Enlisted Advisor at Navy Special Operations Medical Institute/Joint Special Operations Medical Training CenterSenior Enlisted Advisor at Navy Special Operations Medical Institute/Joint Special Operations Medical Training Center
Veenu Kumar JainVeenu Kumar Jain
Senior Manager at Accenture Operations Services (AIG Analytics & Services Pvt. Ltd. | India Operations Acquired by Accenture in Jan'21)Senior Manager at Accenture Operations Services (AIG Analytics & Services Pvt. Ltd. | India Operations Acquired by Accenture in Jan'21)
Alfred SummervilleAlfred Summerville
Butcher Shop at Conagra BrandsButcher Shop at Conagra Brands
Brenden ShahBrenden Shah
Owner at Noir Auto DetailingOwner at Noir Auto Detailing