ELAINE DANSEREAU WILKINSON 28 Mason Drive

Salem, New Hampshire 03079 Phone: 603-560-5006 e-mail:edansereau@comcast.net

Profile_____________________________________________________________________________________

Accomplished, achievement driven, results oriented operations manager with experience in multiple disciplines, including

underwriting, claims, call center, and service operations. Demonstrated leadership in service delivery, operational excellence, and process engineering. Fosters a culture of high employee engagement committed to achieving results while delivering consistently high customer satisfaction. Experienced in managing organizational change, including mergers and acquisitions.

Experience_________________________________________________________________________________

2006 – Present Liberty Mutual Group Dover, NH

Manager of Life and Annuity Service & Claims Operations Manage all service and claims operations for individual l ife and annuity products

Lead contact center operations for both new business and inforce operations; over 300,000 service interactions

Led effort to ensure compliance with NY Reg 308 and all newly enacted abandoned property model regulations

Thought leader who led the development of multiple tools which drove process efficiencies and customer

satisfaction Developed concept for and implemented an end customer satisfaction survey; consistently achieve high marks for

satisfaction and first call resolution Developed and drove implementation of the first Life Concierge service program for Liberty Mutual sales

representatives, which is now part of the company’s formal recognition program

Oversight for all cash processing; over $1 bil l ion annually

Consistently strong expense management and risk management results

2002 – 2006 Baystate Financial Services Boston, MA

Chief Operations Officer Responsible for all aspects of the operation of multi - office financial services firm with over $100 mill ion in annual

revenue Liaison between the home office underwriting department and the financial advisors to facilitate the timely and

efficient approval of new business

As a registered principal, responsible for suitability approval of all l ife and annuity new business

After acquisition, led the integration of operations of three branch offices

1986-2001 New England Financial Boston, MA

Second Vice President, Client Services (1994 – 2001) Led a multi-disciplined operation, including call center and customer service in an SEC regulated environment

Developed and executed plans for creation of the Variable Life Services Department

After acquisition, planned and led the integration of New England Financial operations into MetLife operations .

Required collaboration with leadership teams at four unique MetLife sites.

Second Vice President, Underwriting & New Business Services (1990 - 1994) Led a team of 30 underwriters and support staff, responsible for underwriting and issue of l ife new business in the

high net worth market Underwriter (1986 - 1990)

Held several l ife and disability underwriting positions of increasing authority, from Senior Underwriter to

Underwriting Director

Industry Education and Designations____________________________________________________________

FLMI, FLHC, AAPA, AIRC, AIAA, ACS

Currently pursuing CLU designation

Professional Organizations____________________________________________________________________

Member, International Claims Association

Member, Northeast Customer Service Committee

Skills______________________________________________________________________________________

Proficient in Microsoft Office, including Word, Excel, PowerPoint, Access

Lean Six Sigma Yellow Belt Certification