This document provides a summary of Gryshell Dalton's experience and qualifications. She has over 20 years of experience in operations management and team development, most recently serving as the Director of Operations Support at Assurant Health in Milwaukee, WI where she manages a team of 30 employees. She has a proven track record of driving results through process improvement, system enhancements, and leading large projects. Gryshell Dalton has extensive leadership experience, strong communication skills, and the ability to motivate teams and deliver projects on time and on budget.

1. Gryshell Dalton
4550 S. 116th Street
Greenfield, WI 53228
(c): 414-378-3259
shelly.dalton@assurant.com
Versatile Bilingual Management Professionalwith20yearsof multi-site,large scale operations
managementexperience andteamdevelopment. Seasonedleaderwithexperience atdrivingoperational resultsthat
alignto businessunitstrategies. Strategicthinkerwithability todrive change anddeliverresultsinalignmentwith
establishedexpectations. BusinessLeadfor40+ projects specializinginprocessimprovementand systemenhancements
includingan $18M-$20M multi-year,multi-phase customercentricCRMsystem.
Key Skills andAbilities
 Communication(verbal &written)
 Negotiations
 Teamwork& consensusbuilding
 Collaboration
 Financial Management
 Leadershipwithabilitytodelegate andmotivate
 VendorManagement
 BusinessProcessImprovementandOutsourcing
 ResultsOriented
 InfluencingandAligningOthers
Professional Experience
Assurant Health - Milwaukee, WI September, 1988- Present
Director, OperationsSupport May, 2009-Present
Accountable forthe activitiesof approximately 30employees toensure goals, projectmilestonesanddeliverables are
met. Team consistsof variousroleswithobjective torepresent25 unique operational areasmade upof 550 people on
all projectinitiatives andtomaintain integrityof workflowsandon-line documentation. Business RelationshipManager
for selectvendorswithanannual spend of $4M+. Responsible forvendorperformance intermsof ensuring service
levelsare establishedandmet,and optimization opportunities are identified. Soughtafterorganizational knowledge
expertforlarge projectsimpactingbusinessmodel transformation.
 Accountable forthe implementationof MicrosoftDynamicsaskeyenablerof ourcustomerexperience strategy.
 Promotedbusinessgrowththroughthe implementation of aclaimspaymentmethodnettingthe organization
$11M in annual revenue.
 Under myleadershipadded2BusinessAnalystspositionstomyteamthat create and supportVBA (Virtual
Basics) programswhichautomate keybusinessfunctions. Approximately50programsare inplace that save
operations$900K annuallyand$2.1 millionsavingssincestartof the programs.
 Recommendedtochange timingof the mailingof the memberEOB’sfromdailytoweekly. Weeklymailings
allowsusto bundle EOB’stothe same customerinone envelope. The companyrealized$323K annually in
postage savings.
 Createdandmaintained disasterrecoveryandpandemicplanforall operational areas.
 Oversawthe operational businesschangesassociatedwith the Affordable Care Act(ACA) includingsellingon the
federal marketplace.
 Primaryoperationsleaderinthe rolloutof the AetnaSignature AdministratorPPOnetwork. Rolloutwas
acceleratedandexecutedin3months. Responsible forensuringthatclaimswere handledandadjudicated
accurately,controlsestablishedandcustomerservice workflowsanddocumentationwere inplace.
 Selectedaspartof elite group of AssurantHealthleaders toattendCenterforEmergingLeadersmanagement&
strategycourse.
 Selectedforcompanymentorprogramand contributedtothe developmentof multiple highperforming
employees.

2. Gryshell Dalton
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Director, Compliance/Quality/Training& OperationsSupport December,2006-May 2009
Directedandcoordinatedactivitiesof 60 staff responsible forprovidingsupportto approximately450 employeesin
claims, customerandpremiumservices. Responsible forall training andqualityassuranceinitiativesincludingnewhires
and existingstaff. Accountablefor the implementationof all state & federal compliance requirements includingthe
operational aspectsof marketconduct exams.
 Ledall aspectsof a large scale marketconduct examfor a keystate that required oversightof 35+ people loaned
for thisinitiative. Responsible forensuringclaimfileswere completedaccuratelyfor894 policieswhile
deliveringfilesunderverystringentandtightdeadlines. Consistentlymetdatesanddeadlinesandresponded
to corrective actions.
 Implementedend-to-endqualityprogramthatauditedclaims,includingthe customerexperience,from
submissionto finalizationof the claim.
 Audited60 unique functions withanoverall average of 99.1% qualityaccuracy.
Director, Correspondence Unit July, 2003-December, 2006
Directedandcoordinatedactivitiesof 40 employeesthatwere responsibleforrespondingto writtencorrespondence
includingInsurance Department andPresidential Complaints. Setshortand long-termstrategicgoalsandobjectives for
the departmentthatreflectedchangesinbusinesspracticesorproductcontractual obligations.,Performedfull range of
managerial responsibilitieswhichincludedbutwasnotlimitedto:interviewing,hiring,evaluating,coachingand
developingemployees;successionplanning, talentassessment, assigninganddirectingwork,performance management
and budgeting.
 Responsible formanaging&forecastingadepartmentannual budgetof $2.5M.
 Implemented new letterwritingsystemwhichincludesinterface withmainframe systemstodrive efficiency
while providingthe Correspondentswithaccessto numerous templates.
 Memberof Grievance Panel inwhichformal grievanceswere heardfromcustomers. Responsibleforreviewing
grievance filespriortomeetingandrenderingavote. Approximately40-50fileswere reviewedweekly.
Project Manager,Claims & Customer Services November2001-July, 2003
Responsible for15 people thatinclude ProjectLeadersandProjectCoordinators. Teamresponsibleforensuringclaims
and customerservice are representedinprojectinitiatives&ensuringchangesare communicated.ProjectManagerfor
medium-large projectsthatimpactedclaimsandcustomerservice.
 Leadershipforcreation,rolloutandon-goingmanagementof anideagenerationprogramcalledWhatWould
OwnersDo(WWOD) across400 people inOperations.
Project Leader,Claims& CustomerServices October,2000-November, 2001
ProjectLeaderformedium-largeprojectsthatimpactedclaimsandcustomerservice.
 ProjectLeaderforthe designof anewpremiumbill. Scope of projectincludeddesignof new bill,testing,
training,creatededucationmaterialsforcustomers,managedpostproductionissuesandinternal
communications.

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Supervisor,CustomerService July, 1998-October, 2000
Supervise anaverage of 20 CustomerService Representativesresponsibleforansweringcallsregardingclaimsand
benefitsforourIndividual Medical policies.
 Work individuallyandwithpeerstodevelopleadershipskillstoensure appropriate behaviorsare beinglooked
at whencoachingand workingwith CSR’s.
 Coachedand developedstaff,provided feedbackandcorrective actionif necessaryfordirectreports.
 Provided supportanddirectiontoCSR’s sotheycan resolve all theircalls.
 Handledandresolved escalatedcalls.
Supervisor,PremiumServices January, 1996-July, 1998
Supervise anaverage of 15 PremiumProcessorsresponsible forprocessingplanchanges&premiumpayments.
 Coachedand developedstaff,providedfeedback andcorrective actionif necessaryfordirectreports.
 Provided supportanddirectiontoPremiumProcessorssothey canresolve all theirwork.
 Managed dailyinventorytoensure workiscompletedwithinservicelevel established.
Correspondent August, 1994-January, 1996
Responsible foransweringwrittencorrespondenceinwritingwithinrequiredtimeframe.
SeniorPremiumProcessor February, 1992-August, 1994
Responsible forhandlingcomplex planchanges&assistingwithtraining,auditingandinventorymanagement.
PremiumProcessor September,1988-February, 1992
Responsible forhandlingplanchangesandpremiumpayments.
Education and Professional Training
 Change Agent& Effective Listening –2010
 UWM Courses: Emotional Intelligence,Effective
Interpersonal &CommunicationSkills,
StrengtheningYourLeadershipAbilities,2008-
2005
 ProcessDesign&Re-engineeringcertificate,Hammer&
Company – 2007
 AubreyDaniels,SituationsLeadership –2006
 Marquette University,MKE1987-1989
Hobbies and Interests
 Zumba,Yoga, Traveling,JigsawPuzzles
Excellent businessand personalreferencesavailableupon request.