KISHA REDDISH
Brampton,ON
Summary
Dynamic and customer-focused professional with a passion for developing and implementing strategies to enhance customer satisfaction, loyalty and retention. Dedicated leader with a passion for mobilizing and engaging team in driving organizational excellence through customer-centric initiatives.
Overview
17
17
years of professional experience
Work History
Senior Business Consultant
FINEOS
03.2020 - Current
- Lead Senior Business consultant on high profile accounts.
- Sole Business Consultant on successful implementation in within 5 months, a feet never accomplished before.
- Successful delivery of projects that utilize multiple lines of business (ie. Disability Insurance, Absence Management, Life Insurance and Policy and Billing) in Canada and United States.
- Champion a customer focused approach by learning clients’ operating needs and pain points then link software capabilities to improve their efficiency to better serve their clients.
- Delivered broad range of specialized business consulting and re-engineering services and solutions to address and eliminate complex business challenges.
- Coach, train and allocate deliverables to other Business Consultants to insure features and defects are delivered within committed sprints and program increment.
- Managed multiple projects simultaneously while meeting deadlines.
- Worked closely with business teams to understand their needs and develop appropriate solutions.
- Assisted customers in troubleshooting complex issues related to software applications.
- Provided technical advice to clients on software solutions and services.
Manage Group Claims
La Capitals Insurance
10.2017 - 02.2020
- Mitigate risks by changing how Claims Case Managers adjudicate claims resulting in the 1st profitable fiscal year for the Region in 2019.
- Successful Agile implementation of new operating system.
- Repaired client relationships and decreased dissatisfaction through transparency, clear expectations and reporting.
- Designed and implemented SMART objectives which increased the frequency of feedback resulting in the continuous engagement and improved performance for the region.
- Develop and execute customer focused strategies/culture resulting in continuous compliance with Service Level Agreements
- Identify inefficiencies in processes and create solutions to reduce or eliminate them.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Exercised good judgment and decision-making in escalating concerns and resolving issues.
- Provided leadership during times of organizational change or crisis situations.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Ensured compliance with all applicable laws, regulations, industry standards.
Manager Insurance Services
Housing Services Corporation
12.2014 - 10.2017
- Effectively market the Tenant Insurance Program via multiple mediums as a risk management tool to a variety of stakeholders resulting in a 33% increase in the adoption rate and 20% increase in new business.
- Manage the operation of HSC Property and Casualty Group Insurance and Risk Management Program for over 600 social housing providers with 23 billion dollars in assets in the Province of Ontario with 47 Provincially appointed Service Managers.
- Develop, monitor and authorized property claim protocols for 11-million-dollar self-insured retention.
- Consult and provide insurance advice to other areas of the organization to procure contracts.
- Procure and oversee all insurance program vendors.
- Champion collaborative relationships with Municipalities, Provincial Government Agencies and Housing Providers to ensure engagement and compliance of legislated policies and regulations.
- Create and monitor annual operating budget for HSC Insurance Brokerage (subsidiary owned by HSC).
Administration Operations Manager
Zurich Canada
03.2013 - 11.2014
- Manage all incoming claims set up and inquiries via Claims Centre from Broker Partners with staff in Toronto, Vancouver and Montreal while assuring adherence to account specific protocols.
- Call centre operations management using CMS Avaya, recruiting, onboarding and training of all Claims Administrative staff in a matrix environment with budgetary and head count restrictions.
- Satisfy multiple internal business partners in Canada and the United States.
- Develop new and enforce existing standards/procedures and design/implement additional administrative/organizational policies and workflows which resulted in consistent compliance with audit requirements and Service Level Agreements.
- Monitor Best Practice compliance through monthly and quarterly audits, communicate results and construct, implement and monitor action plans to address any deficiencies.
Accident Benefits Supervisor
Crawford & Company Canada
10.2010 - 02.2013
- Co-ordinate and lead implementation legislative changes and regulatory requirements.
- Recruitment, training and performance management of Accident Benefits professionals and Administrative staff.
- Develop and conduct regular audits to ensure compliance with both the client’s and the organization’s governance, Service Level Agreements and Best Practices.
- Monitor and approve Accident Benefit professionals’ fees to ensure billing compliance and revenue target.
- Designer and facilitator of Crawford’s Time Management training
- Attend regular industry events to network, keep up to date with trends and market services.
Unit Manager, Claims
The Dominion of Canada
09.2009 - 10.2010
- Improve the performance and engagement of 2 team leaders, 14 front line staff through training, customized coaching, and performance management.
- Work with direct reports to construct and monitor action plans to ensure ongoing career development and satisfaction.
- Conduct performance appraisals and equitable salary administration on budget.
- Visit and evaluate preferred vendors to ensure compliance with service agreements.
- Management and monthly reporting of workload, staffing levels, scheduling and productivity
- Effective recruitment and selection of new high performing talent.
- Collaborative relationship with Brokers, Vendors, Underwriters and internal business partners
- Facilitator and designer of The Dominion’s Early Move Program that reduced costs.
Claims Audit Analyst (Remote)
The Dominion of Canada
05.2007 - 09.2009
- Develop and implement new compliance audits and procedures that increased effectiveness and continuity
- Conduct audits and review of claims financial transactions remotely and on location nationally to ensure validity
- Report audit results, unusual findings and make recommendations to Senior Management for appropriate courses of action including improvements to control processes.
Education
Political Science Degree -
York University
Chartered Insurance Professional Designation -
Insurance Institute of Canada
Lean Yellow Belt -
Zurich (Six Sigma)
Canadian Risk Management (partially completed) -
U of T
Skills
- Innovation Management
- Customer Service Management
- Staff Mentoring
- Team Recruiting and Hiring
- Relationship Building
- Cross-Departmental Alignment
- Training and Onboarding
- Team Building
- Strategic Thinking
- Data-Driven Decision-Making
CAREER HIGHLIGHTS
Leadership: 10+ years' experience, recruiting, hiring and managing high performing teams customer centric insurance settings.
Adaptability: Transferring insurance and client experience knowledge into the software space to insure successful implementation and upgrade of claims application.
Timeline
Senior Business Consultant
FINEOS
03.2020 - Current
Manage Group Claims
La Capitals Insurance
10.2017 - 02.2020
Manager Insurance Services
Housing Services Corporation
12.2014 - 10.2017
Administration Operations Manager
Zurich Canada
03.2013 - 11.2014
Accident Benefits Supervisor
Crawford & Company Canada
10.2010 - 02.2013
Unit Manager, Claims
The Dominion of Canada
09.2009 - 10.2010
Claims Audit Analyst (Remote)
The Dominion of Canada
05.2007 - 09.2009
Political Science Degree -
York University
Chartered Insurance Professional Designation -
Insurance Institute of Canada
Lean Yellow Belt -
Zurich (Six Sigma)
Canadian Risk Management (partially completed) -
U of T
Similar Profiles
VIRAJ PATELVIRAJ PATEL
Senior Technical Consultant at FINEOSSenior Technical Consultant at FINEOS
Beulah Shanti KumarBeulah Shanti Kumar
Software Test Engineer at FINEOS Corporation LimitedSoftware Test Engineer at FINEOS Corporation Limited
Eoghan KellyEoghan Kelly
Application Support Engineer at FINEOS CorporationApplication Support Engineer at FINEOS Corporation