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Suzanne K Brenner, Ms Ml

QUALIFICATIONS PROFILE:  Claim Operation Management—Client Relationship Manager—Risk Services and Pre-Litigation Management—Sales and Broker Presentations—Process Improvement— New Systems — Best Practices Documentation— Group Insurance — National Accounts — RFPs— Quality Management Systems— Service Level Agreements 

Work experience



Associate Financial Services Institute AFSI

Life Office Management Association LOMA

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Manager, Absence Management
I offer a unique combination of strong leadership and management skills. I have a proven track record for implementing and transforming key strategies into business solutions maximizing organizational effectiveness and increased productivity. 

I have over 15 years of supervisory experience with excellent consultative approaches to personnel issues and organizational development. 

My experience is expansive and diverse - from new business start up to successful fortune 500 companies where I established and/or re-engineered operations, processes and technology. 

Innovative leader 
Consistently recognized for expertise in operations, systems, product development and project management 
Acknowledged as expert in developing and transforming business processes. 
Skilled in increasing productivity and finding efficiencies 
Outstanding management and personnel development skills 
Proven track record for high retention and promotion of hires 
Extensive background in Health, Disability and Family Medical Leave 
Customer focused

Candidate: Suzanne Brenner
Phone: 4029804047
Email: [email protected]
Notice Period: 2 Weeks
Salary Range: 60,000
Contract Hourly: 

Your Comments:
I am very interested in discussing this opportunity with you, as it closely aligns with my background and experience and interests. My passion is effecive employee absence management with an emphasis on return to work. My family lives in the Twin Cities area and my plan is to move back this year. Please contact me at 402-980-4047 so that we may discuss how I can help you meet your goals.

Your Resume:
Phone: (402) 980-4047

807 S 6th Avenue
La Grange IL 60525
[email protected] 


Absence Management Leader


Leaves Management — Short and Long Term Disability — Premium Waiver — Life and AD&D—Dental — FMLA — ERISA — Customer Relationships — Group and Voluntary Insurance Products — Customer Service and Service Level Agreements — Vendor Management – Overpayment Recovery – Worksite Marketing and 
Presentations — Return To Work Management

Strengths include strategic planning, strong leadership and employee development for exempt and non-exempt employees. Also extensive experience with group insurance administration and product development; all aspects of Total Absence Management, Appeals and DOI complaints, Compliance, ERISA, finalist presentations, new business implementation, customer friendly processes, and operational effectiveness.


M.S., Managerial Leadership, National-Louis University, Evanston, IL, 2003, 4.0 GPA
B.Ph., History, Northwestern University, Evanston, Illinois, 1978, “With Distinction”


Course Curriculum and Development – Bellevue University
Statistical Analysis – American Management Association
Lincoln Financial Group Supervisory Certification 2007
MetLife Management Training Program, 1994-2004
Dealing Effectively With Unacceptable Employee Behavior 2010
Excelling as a Manager SkillPath Workshop 2010
NY State Accident and Health Adjusters License 2011

Other coursework in communications, project management, leadership, human resources management, change management, customer service, insurance, re-engineering processes, Stephen Covey 7 Habits, PDCA, Quality Management Systems, performance management, disability case management 


Dearborn National
Fort Dearborn Life Insurance Company 05/09-present
Group Claims
Downers Grove IL

Supervise 12 Group Life, Life Waiver, AD&D, and Claims Administrative Support for Ancillary Products division of Health Care Service Corporation, parent company of 5 Blue Cross/Blue Shield Companies, Dental Network of America as well as Fort Dearborn Life (Disability, Life, Annuities). Co-manage STD/LTD Disability claims team.

Define requirements, test cases for new claim system. Document work process and best practices.

Manage a 3000 Continued Life premium waiver claim reconciliation project, with focused attention to data integrity impacting actuarial reserves, proper claim resolution, coordination with Long Term Disability reinsurance vendor, seamless referral process from Short Term Disability unit, and acquisition of investigative resources for effective claim management.

Created new Waiver Team, promoted from within, hired and trained new administrative support, recommended process improvement, partnered with new imaging service to re-engineer administrative support services.

Created Life Basics 101 curriculum for development of staff in lieu of any formal training program and reinstituted weekly Round Table discussions.

Perot Systems 10/08-11/08
Life Claims Operation/Third Party Administrator 
Lincoln, Nebraska

Sr. Operations Manager

Responsible for Life Claim Operations (40 staff) for third party administrator, TAG (Transaction Applications Group). TAG was a recent purchase of Perot Systems. I was hired coincident with an organizational re-direction to a Call Center which changed the emphasis from claims risk management to phone service. 

Lincoln Financial Group (Formerly Jefferson Pilot Financial) 01/07—10/08 
Lincoln National Life Insurance Company
Omaha, Nebraska

Sr. Risk Appeals Specialist
Disability Risk Management consultant and leader

Provided consultative Disability Risk Management services and led a team of 12 STD/LTD/LIFE/DENTAL Appeals Specialists. Analyzed complex claims. Promoted organizational development and leadership, coordinated employee appreciation and employee development through Legal In-Services (contract interpretation, new case law, ERISA and HIPAA, claim documentation and written determinations). Communicated with customers, claims, legal, compliance, brokers, client services, sales, (daily problem solving). Managed inter-department project (Compliance, Product Development, and Risk Services). 

Mutual of Omaha 03/05—10/06
Omaha, Nebraska

Staff and Business Development Specialist 
Organizational Effectiveness Leader for the Group Disability Claims department.

Priorities included diagnosis, design, development and delivery of appropriate individual, claim team and organizational interventions including technology systems, reporting, best practices and process documentation, work instructions, leveled training. Led Change Management initiatives, created metrics to monitor individual performance and balance workload, prepared Cost Benefit Analysis of new workflow efficiencies (.5 million savings) and to support purchase of new $5 million claim system (projected return within 3 years). 

Consulted with Product Development, Contracts and Compliance. Created and wrote a Weekly Update news e-mail to communicate all elements of process change and re-design to the department staff including IS, U/W, Sales Support Training, Customer Administration, and Vice President.

MetLife 08/85—02/05 
Metropolitan Life Insurance Company
Mt. Prospect, Illinois

MetLife Business Procedures Consultant (6/04—2/05)
Project Management and Procedures Documentation. 

Analyzed operational reports for the Disability Claims Division, identified trends and opportunities, linked opportunities to process, delivery, documentation, training, and measures in a Quality Management System (QMS) context. 

Designed Workflow and Best Practices documentation for large national account (Verizon Communications) using CALLIGO software. Included complex, customer-specific workflow including FML and special Union Rules. Resulted in improved claim rep performance and competency and significantly increased customer satisfaction.

MetLife Integrated Absence Management (6/03—5/04)

National LTD Absence Management Leader (6/03—5/04) 
Improved LTD outcomes by 75% across the 5 Service Centers. Incorporated best practices of Travelers Insurance with MetLife Disability’s. Produced a definitive Disability Management Best Practice Manual for management and supervision of all product lines, including occupational and non-occupational and FMLA absences. 

Integrated Absence Management Service Center Leader, Synchrony (7/00—5/03)
Managed staff of 40 for all lines (FML, STD, LTD, and WC) as directing Manager of all professional staff (clinical, claim examiners) in a new service center for a start-up product-- included hiring, training, staff development, and total absence management for group customers within service standards. Managed the successful implementation and post-implementation for 10 large new customers; significantly increased the customer base from 1 to 20. 

MetLife Unit Manager (1/95—6/00)
Managed 15 STD/LTD Disability Case Managers and Nurses for 100 National and GRO accounts and 1,200 LTD claims. 
Responsible for timely decisions, appropriate disability claim management, communications for underwriting renewals, onsite visits to Fortune 500 customers, implementation, post implementation, and renewal implementation for the following: BOA – NationsBank and Bank of America ($2.5M premium with 160,000 lives); Kaiser Permanente sale and implementation (largest no-par fully insured account); SAIC- renewal included recommended contract changes resulting in 10% reduction in premium on 35,000 lives and 70% ILR for MetLife. 

MetLife Systems Support Unit Manager (1/94—12/94)
Managed 8 staff . Support services included security authorization, systems access/troubleshooting, mainframe supports, financial reconciliation, expense and premium, and facilities management. 


Vision Steering Committee, Organization Development Network, Omaha NE
Past President, Down Syndrome Development Council, Grayslake IL
Project Manager, St. Thomas-- Vision/Mission Committee, Omaha NE
DMEC – Disability Management Employers Coalition, Chicago IL
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·         English (United States)