LORI ESPARRA

2 Skyline Drive
Hazlet, NJ 07730
Home: 732-739-4160 lea6a1f0@westpost.net Cell: 732-778-6452

SUMMARY
Experienced Operations professional with a unique combination of Customer Servic
e, Project, Relationship, Marketing and Vendor management skills in home office
and field support environments that enables enriched problem solving from multip
le perspectives. Results driven individual who consistently delivers solutions f
or challenging assignments that require creative problem solving approaches, str
ong negotiation skills, conflict resolution and relationship building:
* Improved time service by 50% through workflow improvements
* Eliminated $750,000 misapplied expenses
* Created control process to ensure contract compliance of 2500+ agents
* Certification in Project Management
PROFESSIONAL EXPERIENCE
PRUDENTIAL INSURANCE COMPANY OF AMERICA, Newark, NJ
Director, Customer Service (2004 - 2009)
Manage staff and activities associated with monitoring and ensuring agent contra
ct compliance.
* Developed and implemented processes to review and monitor over 2500 agents to
ensure contract compliance.
* Brokered solution and partnered with IT to develop and install unique methodol
ogy to identify and prioritize contract non-compliance.
* Managed relationship with a Third Party Administrator to implement a $3M Error
s and Omissions Insurance Program to over 4000 agents and field management.
* Directed annual compliance attestation process for over 2500 agents.
Prudential Property & Casualty (P&C) Insurance Company, Holmdel, NJ
Director, Vendor Management (2003 - 2004)
Responsible for maintaining and reducing vendor relationships in line with trans
ition services related to the sale of the P&C division.
* Partnered with team members to ensure that only a small portion of vendor rela
ted expenses (5%) were absorbed by the parent company.
Director, Marketing Management (2001 - 2003)
Responsible for directing home office support staff and activities including age
nt licensing, agency compensation and incentive programs, agent accountability p
rogram and field office facility support.
* Liaised with IT as project manager for initiatives including automated notific
ation of policy status, automated claim notices and deployment of upgraded lapto
p equipment to 300 agents.
* Identified and eliminated $750,000 of misapplied expenses.
* Managed budget in excess of $1 million.
* Supervised activities supporting the licensing and appointing of 100 agencies.
* Managed back office support for over 1200 Independent Agencies.

LORI ESPARRA
Page Two
Home: 732-739-4160 lea6a1f0@westpost.net Cell: 732-778-6452

Systems Manager, Business Relations (1995 - 2000)

Responsible for serving as a corporate business relationship manager/advocate to
 IT department.
* Partnered with business groups to identify and implement large scale critical
system enhancements necessary to achieve business objectives including electroni
c funds transfer processing, reducing policy output and introducing a direct aut
o and home product.
* Implemented a nationwide IT project nomination and prioritization process.
* Supervised team of 5 application programmers and acceptance testers in the dev
elopment, distribution, support and implementation of agent rating software to o
ver 4000 field agents.
* Managed the annual Business/Systems Plan process and reporting for all Home Of
fice functions.
Consultant, Client Service Organization (1986 - 1995)
Subject matter expert for Operations' processes and procedures providing busines
s liaison activities between home office and five regional service offices.
* Conducted annual procedural compliance audits in five regional service offices
.
* Selected to participate on two process re-engineering teams. Introduced and im
plemented underwriting and operational workflow improvements resulting in staff
reductions of 20-30% while improving time service by 50%.
* Performed programming, testing and implementation of both transaction based an
d stand-alone customer correspondence resulting in a 20% reduction of word proce
ssing staff.

EDUCATION
BS, Business Administration, Thomas Edison State College, Trenton, NJ (2005)
Certification, Project Management, George Washington University, Washington, DC
AFFILIATIONS
LEAD Program Graduate, Women Unlimited
Member of NAFE, National Association for Female Executives