Vice President, Customer Service, Center of Excellence| 12/2015 - Current      Erie Insurance Group 

• Expanded and enhanced the department's functions, including data management, workforce management, andquality assurance.
• Provided organizational leadership and collaborated with executive partners to establish best practices.
• Recruited and hired talented professionals with strong skills and ambition to drive success within the organization.
• Established new workflows and employee training processes to improve operational efficiency.
• Developed and maintained strong business relationships between departments including data, workforce management, and quality management

CEO Action for Racial Equity Fellowship | 10/2023 - 10/2024                                Erie Insurance Group

• Dedicated my time to collaborating with over 200 fellows from more than 100 of the world's leading companies and business organizations to address racial injustice.
• Partnered with nonprofits to close the digital divide and promote greater food equity within our communities.
• Successfully implemented a Lego Robotics program at Pfeiffer Burleigh School and Eagle's Nest Leadership Academy.
• Worked in partnership to enhance collaborations between corporations and Historically Black Colleges and Universities (HBCUs).

Vice President, Digital Customer Service & COE | 07/2013 - 12/2015                 Erie Insurance Group     

• Sponsor for eSignature Program for Personal Lines insurance.
• An extremely high Agency adoption rate at 90% in the first year of eSignature rollout.
• Utilized program management and change management skills for a successful outcome.

 

Vice President, Life Agent and Policyholder | 06/2010 - 07/2013                       Erie Insurance Group           

• Managed and directed the overall activities of the Life Contact Center, Life Resolution Team, and Claims.
• Contributed to several projects focused on enhancing the contact center environment.
• Identified opportunities and implemented ways to improve customer service and ease of doing business.

 

Supervisor, Life Contact Center | 09/2008 - 06/2010                                         

 

Supervisor, Commercial Quote Unit | 12/2004 - 09/2008                                 

 

Commercial Property/Casualty Underwriter | 08/2000 - 12/2004                    

 

District Sales Manager | 05/1998 - 08/2000                                                        

 

Personal Lines Underwriter | 03/1996 - 05/1998                                               

 

Commercial Quote/Audit Specialist | 03/1993 - 03/1996