AAA-The Auto Club Group

Similar to Pre-Integration Product Management role with additional responsibilities in managing the remainder of our personal lines products in North and South Carolina (personal auto, motorcycle, watercraft), budgeting, forecasting, and enhancement of our digital platforms.

Product Manager

In this unique role I lead conversations, documentation, and best practices conversations during the first 12-18 months of the merger with the Auto Club Group, AAA Carolinas, and AAA Colorado in an effort to set forth a roadmap for organizational change.   I lead several key areas around Claims, Insurance P&C, and Call Centers.   And also had secondary lead roles across Finance, IT, Field Distribution, Brokered Business, and Travel integration efforts.

Business Strategy -- Integration

AAA Carolinas

During my time in this developing role I had growing responsibility across multiple areas of product design, product launch, product innovation, and product development related to personal lines property and umbrella products.   The primary responsibility in this role was the creation, filing and approval of renters, condo, homeowners, dwelling fire, and personal umbrella programs across both North and South Carolina.  This included the full suite of activity around rates, rules, and forms.  

Secondarily in this role, I was responsible for launching, both the newly approved programs and existing programs, within our new Guidewire platform including Policy Center, Billing Center, and their Digital Platforms for Consumers and Agents.  This also included the successful conversion of the existing property programs off our legacy CSC platform into guidewire.

In this role I also lead efforts within 12 months Post Go live on our new platform to successfully launch 4 new endorsements on our property products to offer the broadest coverage available for homeowners in the Carolinas.

Also in this role I lead efforts around launching our property products into several comparative rates, developing insurance reporting structure and launching through PowerBI data tools, rate indication process, reinsurance renewals, amongst other localized initiatives.

Key Accomplishments:  Managed profitable growth, new product launches, successful migration, sunsetting of our Legacy software, developed key staff

Responsible for leading several teams across the Insurance Operations including 3 separate customer service teams, an Underwriting Team, and a technical support team.   All with the ultimate goal of being able to seamlessly serve both our members as well as agents.   In this role, the team launched several new process improvements and restructuring of roles that aligned to a new set of KPI's to drive the customer experience and overall operational efficiency.

Customer Experience Manager

Responsible for the UW Profitability of AAA Carolinas owned personal lines insurance carriers in north and south carolina.  Business leader that is moving the AAA Carolinas personal lines insurance carriers through an IT conversion while maintaining focus on the organizations strategy of profitable growth.

Underwriting Manager

Develop and maintain a high performing staff that takes a consultative approach to servicing our clients and can handle any situation that arises. Our goal is to achieve high customer satisfaction scores measured through NPS and profitability.

Insurance Service Manager

Developed a Quality Assurace program for the Customer Service Staff that is still currently in use.  The program involves call monitoring and scoring of those calls based on transactional and soft skill requirements, and also includes ongoing coaching and training.

Quality Assurance

Underwrote all New and Renewal business, handled all calls related to underwriting and rate rules from an agent force exceeding 100 sales agents.

Underwriter

Received inbound calls related to all personal lines products for 15-20 different carriers.  Answered all questions related to underwwriting guideline changes, billing questions, and policy changes.  Also used a consultative approach to cross selling and upselling other AAA Branded Products.

Insurance Customer Service Representative

Response Insurance

Underwriting Assistant

Direct Sales Rep

I take pride in everthing I do as it reflects on me, the organization I work for, and the industry I work in.  I look for oppurtunities to learn both internally and externally to become a more well rounded insurance professional whose desire to succeed and make a difference in this industry is endless.  I have strong analytical and problem solving skills which drives my desire to continue to be involved in product development and design.

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