Elaine Dansereau Wilkinson has over 30 years of experience in operations management, underwriting, claims processing, and customer service across the insurance industry. She is currently the Manager of Life and Annuity Service & Claims Operations at Liberty Mutual Group, where she oversees 300,000 customer interactions annually and helped develop tools to improve processes and customer satisfaction. Previously she held Chief Operations and management roles at Baystate Financial Services and New England Financial, where she led integrations following acquisitions.

1. 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 multipledisciplines,including
underwriting, claims,call center, and serviceoperations.Demonstrated leadership in servicedelivery,operational
excellence, and process engineering. Fosters a culture of high employee engagement committed to achievingresults while
deliveringconsistently high customer satisfaction.Experienced in managingorganizational change,includingmergers and
acquisitions.
Experience_________________________________________________________________________________
2006 – Present Liberty Mutual Group Dover, NH
Manager of Life and Annuity Service & Claims Operations
 Manage all serviceand claims operations for individual lifeand annuity products
 Lead contactcenter operations for both new business and inforceoperations;over 300,000 serviceinteractions
 Led effort to ensure compliancewith NY Reg 308 and all newly enacted abandoned property model regulations
 Thought leader who led the development of multipletools which drove process efficiencies and customer
satisfaction
 Developed concept for and implemented an end customer satisfaction survey;consistently achievehigh marks for
satisfaction and firstcall resolution
 Developed and drove implementation of the firstLife Concierge serviceprogram for Liberty Mutual sales
representatives, which is now part of the company’s formal recognition program
 Oversightfor all cash processing;over $1 billion annually
 Consistently strongexpense management and risk management results
2002 – 2006 Baystate Financial Services Boston, MA
Chief Operations Officer
 Responsiblefor all aspects of the operation of multi- office financial servicesfirmwith over $100 million in annual
revenue
 Liaison between the home officeunderwriting department and the financial advisors to facilitatethe timely and
efficient approval of new business
 As a registered principal,responsiblefor suitability approval of all lifeand 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,includingcall center and customer servicein an SEC regulated environment
 Developed and executed plans for creation of the VariableLifeServices Department
 After acquisition, planned and led the integration of New England Financial operations into MetLife operations.
Required collaboration with leadership teams atfour unique MetLife sites.
Second Vice President, Underwriting & New Business Services (1990 - 1994)
 Led a team of 30 underwriters and support staff,responsiblefor underwritingand issueof lifenew business in the
high net worth market
Underwriter (1986 - 1990)
 Held several lifeand disability underwritingpositions of increasingauthority, fromSenior Underwriter to
Underwriting Director

2. Industry Education and Designations____________________________________________________________
FLMI, FLHC, AAPA, AIRC, AIAA, ACS
Currently pursuingCLU designation
Professional Organizations____________________________________________________________________
Member, International ClaimsAssociation
Member, Northeast Customer ServiceCommittee
Skills______________________________________________________________________________________
Proficientin MicrosoftOffice,includingWord,Excel,PowerPoint, Access
Lean Six Sigma Yellow Belt Certification