BRENDA L.

HUGHES
51 Worral Drive
Newark, DE 19711
(302) 383-6873 (cell)
(302) 286-0112 (home)
bh41ae62@westpost.net
SUMMARY
Quality-driven Operations Leader with expertise crafting efficient, highly produ
ctive teams that consistently achieve aggressive, sustainable results in the ser
vice industries. Passionate about integrating work environments that provide for
cooperative teamwork built around identifying and implementing realistic soluti
ons to business and client issues. Key strength areas include:
* Customer Service * Staff Development
* Strategic Planning * Program Design
* Process Improvement * Global Perspective
* Product service * Cost Control
EXPERIENCE
Zurich North America 2007-201
0
Regional Operations Manager - North East US
* Manage underwriting support functions for large commercial clients
* Manage teams of Underwriting individuals committed to finding better solutions
through LEAN disciplines
Ameriprise Financial - Marketing Manager
2007
LaClair, Allen and Associates - partnership of financial planners
* Establish and communicate financial planning solutions to clients
* Generate new business through creative events and advertising
ACE USA (formerly CIGNA Property and Casualty Insurance), Philadelphia, PA
1982 - 2006
Large public commercial, multinational insurance and financial solutions corpora
tion.
Vice President, Operations - International and Specialty Division
2004-2006
Managed $1.4 million budget with 75 professionals organized into business teams
responsible for recording financial and insurance transactions for global client
s.
* Directed projects that created website solutions, adding functionally and cost
effectiveness to insurance rate, quote and bind workflows and global insurance
providers.
* Led project teams that re-engineered workflow processes for improved metrics,
self service for clients, productivity and quality. Implemented web based tools
to decrease multiple data input sources, allowing data to flow between systems.
* Created customer service team that serviced web users and problem solved with
internal accounting departments and external brokers.
* Completed major organizational change that centralized customer services organ
izations. Designed to improve quality effectiveness and provided knowledge sourc
e for global clients.
* Built superior support teams allowing marketing, underwriting, claims technica
l and managers to be more productive with more efficient tools and information a
t their fingertips.
* Managed project teams to create ACCESS data bases bringing interim solutions w
hile web-design was underway. Allowing the testing of new processes and metrics
before implementation of web-based process.
* Implemented strategies that assisted corporations in saving millions in system
costs by redesigning existing systems; creating additional functionally in new
systems; sunsetting old systems and processes.
AVP of Operations - International and Specialty Division
2002-2004
Centralized multinational services team to support policy issuance and foreign p
olicy placement for global clients. Initiated metrics to measure performance and
analyzed global communication issues to allow for less questions and improved t
urnaround time.
* Developed solutions that supported new products allowing 20% growth year-over-
year in the multinational middle market division.
* Advised senior management and recommended financial, administrative and proces
sing solutions.
* Eliminated unnecessary processes when implementing new web-based tools improvi
ng productivity streamlining workflow.
* Documented system specs for new policy issuance system and expanded implementa
tion to entire multinational Property and Casualty division.
* Designed and implemented stronger career pathing and skill assessment tools th
at provided key developmental opportunities for staff.
Director, Operations - International Division 1998 - 2002
* Improved productivity and quality by managing a 28% transaction growth with no
increase in staff, only system and process improvement.
* Introduced alternative ways to using temporary or seasonal employees adding fl
exibility and reducing costs.
Divisional Processing Manager - International Division 1991 - 1998
Created a new role in expanding multinational division, developing and managing
processes in branch offices throughout the US.
* Conducted performance audits in branch offices globally including Columbia, Me
xico & Canada and the US resulting in improved financial and operating results a
llowing market expansion.
* Assumed additional line management responsibilities while maintaining staff re
sponsibilities to the division.
* Selected by senior management to retool inefficient responsibility global serv
ice unit, assessed status and improved productivity including eliminating a $15
million financial collection issue with internal and external clients.
Field Operations Manager, Special Risk and Specialty Division 1982 - 1991
* Turned around four ailing field operation organizations (one in San Francisco,
two in Philadelphia and one in Wilmington) creating solid, productive, quality
driven organizations by changing performance measurements, processes and out sou
rcing functions.
* Changed position functions by changing the flow of the policy issuance, regist
ration and regulatory process to reduce hand-offs and lag time.
* Created improved workflow and technical tools and procedures for underwriting
departments.
* Provided solid leadership within the field management team and with other divi
sions to advance profitability by participating in corporate projects teams crea
ting Best Practices for field offices.
EDUCATION
MBA, Management-Human Resources, Widener University, Chester, PA
B.S., Indiana University of Pennsylvania - Business Administration, Indiana, PA