The Hanover Insurance Group

•  Responsible for program management of strategic initiatives, claim management system and OCM
•  Engage executive stakeholders to align strategic project portfolio to build Claim Innovation Roadmap
•  Develop investment proposals to secure funding for strategic initiatives 
•  Spearheaded PMO governance framework to standardize processes and oversee centralized management of strategic initiatives with focus on cross-functional alignment, stakeholder involvement, risk mitigation, resource optimization and performance monitoring across product lifecycle
•  Partner with Product Owners, business, and IT to plan, build, develop and implement innovation (e.g., automated assignment of 75% of property claims through AI/ML models, enhanced SMS notification decreasing claim inquiry call by 40% within six months of go live, launched Customer Communications Management platform for enhanced letter automation
•  Recommend and evaluate new technologies, tools, and processes to enhance Ex and Cx (e.g., Guidewire Claim Center, Digital Adoption Software, Digital Claim Intake, Digital Payment, etc.)
•  Automated Claim Project Intake process and oversee submission, evaluation and approval of initiatives aligning to enterprise and department goals in partnership with executive management
•  Lead OCM to minimize disruption and build a culture of adaptability, transparency and continuous improvement
•  Drive agile development of core systems and 20+ integrations to optimize Ex and Cx
•  Define financial and non-financial outcomes, establish KPIs and lead post implementation review and assessment of business value of strategic investments
•  Involve stakeholders throughout product develop lifecycle to assess needs, promote transparency, incorporate feedback, align on expectations, enhance adoption and foster deep commitment to transformation efforts
•  Promote entrepreneurship, thought leadership, collaboration, and creativity in oversight of project portfolio

Assistant Vice President, Claims Innovation & Technology

The Auto Club Group

•	Direct, coordinate and lead multiple call center operations with over 145 employees taking claim first notice of loss and claim inquiries for all lines of business
•	Lead a diverse team of call center and business technology professionals
•	Ensure delivery of outstanding customer experience and expedient claim service
•	Develop and drive attainment of short and long-range plans and objectives consistent with company and departmental objectives
•	Partner with line of business leaders to support unit and departmental goals
•	Meet call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
•	Possess strong command of call center telephony, workforce planning and reporting to focus on call handling efficiencies, abandonment rate, staff utilization and financial performance
•	Develop, implement and maintain effective internal and external quality assurance programs fostering continuous improvement and exceeding service level agreement performance
•	Develop and manage key performance indicators (KPI) to support  organizational goals and objectives
•	Accomplish call center human resource objectives of recruiting, selecting, orienting, training, assigning, coaching and counseling employees; administering scheduling systems; addressing work force management efficiencies and shrinkage; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
•	Identify and implement ongoing staff development and training programs to enhance employee engagement, service, knowledge, skills, and morale
•	Implement new technologies to increase efficiency, measure service delivery and achievement of KPIs

Head, Claim Strategy & Innovation

•	Responsible for the project management, design, build and implementation of a $55 million claim system for all lines of business
•	Develop project budget, including financial measurements to assess ROI and expense reduction
•	Ensure timely achievement of project milestones and deliverables within budget and scope
•	Develop and manage Project Roadmap to coordinate delivery and sequencing of future enhancements
•	Communicate, liaise and negotiate internally and externally with other departments to ensure project goals and deliverables support company objectives
•	Lead effort to develop, document, refine and implement a robust organizational change management and communications strategy for all major releases of functionality to ensure successful implementation

Director, Claim Transformation

•	Responsible for profit and loss goals in eight markets 
•	Led staff of 125 employees in multiple locations, managing over $500 million dollars in losses and expenses
•	Developed dashboard reporting for KPIs 
•	Worked consultatively with legal in the oversight and review of claims subject to litigation
•	Developed staffing models to support the growth of business unit
•	Led procurement process, including requests for proposals (RFPs) and selection of third party vendors
•	Partnered with insurance sales agency to ensure best in class claim service

Director, Centralized Regional Claims

•	Directed Casualty claim operations in Michigan
•	Developed strategic and financial goals, prepared budget and implemented operational plan
•	Led the transition of cost containment processes to align with business model and financial targets  
•	Led evaluation and RFP for a pharmacy benefits and durable medical equipment program
•	Responsible for project design and implementation of project plan within timeline and budget
•	Partnered with staff counsel for litigation management of catastrophic injury claims

Director, Casualty Claims

•	Developed claims department scorecard reporting for Claims SVP and management team for incurred losses, frequency, severity and other financial targets
•	Managed annual budget planning and preparation processes
•	Conducted trending and root cause analyses reporting on KPIs

Director, Corporate Claims Administration & Data Analytics 

•	Led rapidly growing claims call center operations in two locations serving six states 
•	Set strategic direction, including systems design and development, quality controls, training, workforce management, staff planning and talent selection
•	Integrated best practices for service delivery, work product quality and leadership development
•	Designed short and long-term operating plans to improve call center efficiency and productivity
•	Developed quality assurance team to audit operation for compliance with performance requirements
•	Served as project manager for implementation of new web-based application for first notice of loss capture helping to achieve reductions in non-phone time of over 35%, improved service levels and increased employee productivity

Director, Claims Customer Care 

AIG Marketing

•	Led staff of 200 licensed sales agents selling auto insurance direct in an inbound/outbound call center 
•	Responsible for attainment of sales production, service level and efficiency goals
•	Oversaw recruitment and talent selection efforts
•	Mentored, developed and coached team of 15 supervisors
•	Conducted call monitoring to ensure best in class delivery and attainment of sales objectives 
•	Created and implemented rewards and recognition to promote a positive work environment to incent team and individual contributors
•	Set team and individual performance objectives and oversaw performance appraisal processes
•	Managed staff schedules to balance exceptional service response capabilities with cost efficiency

Sales Operations Manager

GEICO

•	Mentored, developed and coached staff of 16 supervisors and 225 licensed sales agents selling auto insurance direct in an inbound/outbound call center 
•	Responsible for attainment of sales production, service level and efficiency goals
•	Oversaw recruitment and talent selection efforts
•	Conducted management calibration sessions to ensure consistency in monitored call evaluations
•	Created and implemented recognition programs to promote a positive work environment to incent team and individual contributors
•	Set team and individual performance objectives and oversaw performance appraisal processes
•	Managed staff schedules to balance exceptional service response capabilities with cost efficiency

Experienced project manager and insurance professional successful in leading major system implementations and multiple business units. Strong management and leadership skills, with the ability to motivate and develop high-performing employees.  Solid planning and organizational skills, including oversight of key technology initiatives and management of profit and loss objectives.  Highly motivated and results-oriented leader with broad experience leading diverse workforces in call center and P&C insurance operations, strategic planning and sales channel development 

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