Vice President, Customer Service, Center of Excellence| 12/2015 - Current
- Expanded and matured the functions of the multifaceted department including data, workforce management, quality management, and customer satisfaction and integration.
- Provided organizational leadership and collaborated with executive partners to establish best practices.
- Recruited and hired talented and diverse professionals with drive and dynamic skills to build success within the organization.
- Led engagement with The Precisionists Inc focused on neurodiverse individuals and working together to integrate these team members into COE.
- Established new workflow and employee training processes to improve operational efficiency.
- Developed and maintained strong business relationships between departments.
- Led Customer Service Division portfolio projects supporting Service Model Strategy
- Maintain budget for department, division, and portfolio.
Vice President, Digital Customer Service & COE | 07/2013 - 12/2015
- Sponsor for eSignature Program for Personal Lines insurance.
- An extremely high Agency adoption rate and exceeded industry best practice at 90% in the first year of eSignature rollout.
- Utilized program management, portfolio management and change management skills for a successful outcome.
Vice President, Life Agent and Policyholder | 06/2010 - 07/2013
- 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