Summary of Qualifications
• Senior Executive with consistent success as an innovative change management leader within a Fortune 100 environment. Particular expertise in Operations and Direct Sales for multi-site, high-volume operations centers providing 24/7 sales, service and claims support.
• Entrepreneurial thinker with outstanding record of achievement in developing new business strategies, establishing major new business operations, delivering creative solutions and producing competitive advantage. Proven ability to leverage current technology and Total Quality Management techniques to achieve goals.
• Successful in recruiting and directing productive teams, developing customer-focused performance metrics and exceeding customer expectations.
• Established reputation for ability to work across functional boundaries and develop effective relationships at all levels of the organization as well as with outside resources.
Professional Experience
Fortune 100 Property and Casualty Company, Northbrook, IL
1980 to 2007
Vice President, Field Operations (Elected Officer 2005)
Assistant Vice President, Field Operations (2001-2005)
Selected to turn around and re-engineer National Claims Service Center operations. Scope increased to include repositioning the Customer Information Centers (Sales and Service). Successfully transformed the operation from transaction-based to customer-focused and achieved P&L targets by developing staff core competence in Direct Sales. Promoted from AVP to elected officer 2005, managing eight 24/7 call centers with 2400 employees and a budget of $120 million. Span of control doubled in 2006 to 25 sites (including the National Processing Center, Agency Support Centers and off-shore operations), 4600 employees, and a budget of $285 million. Exceeded goals for 2006 and left the division set to meet profit and cost-reduction goals for 2007.
• Improved call center efficiencies and exceeded service level goals through centralized resource allocation and site networking while handling 11 million calls annually.
• Developed an innovative process to network internal resources, avoid third-party expenses and respond to call spikes during catastrophes.
• Transitioned 250 jobs offshore, saving $10 million annually with no decline in service quality.
• Created a Sales Center of Excellence to strengthen Marketing liaison and align call center capabilities with demand.
• Restructured call center sales organization, enhanced hiring and training process, raised performance standards and revamped incentive compensation program.
• Increased total revenue from $66 million to $283 million over three years while improving combined ratio 16 pts. for 2006 vs. 2005. Doubled sales agent productivity from 24 to 48 items per month.
• Reduced new business rejection ratio by 50%.
• Developed Six Sigma Black Belt Rotation Program to improve staff problem-solving skills while reducing expenses by $3 million.
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Assistant Vice President, Field Operations, Mergers and Acquisitions (1999-2001)
Appointed to newly-created position to increase Field Operations and Technology capability to support escalating M&A activity. Successfully integrated two acquisitions, served on Senior Management Integration Team and as Transition Services Contract Administration Officer.
• Created an M&A Center of Excellence within Field Operations; provided expertise to focus, organize and scale operations and accelerate profitability.
• Integrated mission critical applications for Operations, Cash Management and Human Resources; achieved all cost reduction targets and maintained positive work environment during integration.
• Coordinated Home Office, data center and claims offices relocations with no business disruption.
• Served as primary senior executive liaison to four companies, enhancing communication, maximizing teamwork and accelerating decision-making.
• Led Field Operations due diligence teams providing senior management with purchase options and recommendations.
Regional Vice President, Direct Insurance Company, Berlin, Germany (1996-1999)
Promoted to launch and lead inaugural European growth initiative in support of multi-channel / multi-brand business strategy. Responsible for startup of all P&L operations for a direct auto insurance company. Served as Chairman of the Supervisory Board, highest ranking officer in the new operation.
• Successfully navigated challenges of launching U.S. business in post-re-unification Germany, including staffing, regulatory compliance, financial systems, labor laws and cultural issues.
• Adapted U.S. technology and rating plans to accelerate time-to-market and minimize initial capital outlay.
• Grew the business to $20 million, 400 employees and a 300-seat call center; exceeded net income plan by 6%.
• Achieved key P&L targets by year three and developed the strategic plans needed to continue to build the business in subsequent years.
Director, Product Administration and Field Support (1993-1996)
Selected by department Vice President to leverage successful field relationships and experience gained on previous assignments to reduce catastrophe exposure levels.
Director, Customer Relationships, Fortune 100 Life Insurance Company (1992-1993)
Appointed to bring Operations and TQM experience into the Life Company and turn around the Personal Life Customer Service Center. Reduced policy issue cycle time, improved finished product quality, enhanced agency relationships, and attained a record $102 million in issued premium.
Director, National Quality Institute (1989-1992)
Promoted to new director position to design and launch company’s first TQM (Total Quality Management) organization and accomplish a strategic culture shift from internal-focus to customer-focus.
Department Manager, Regional Operations Center, Roanoke, VA (1986-1989)
Promoted to lead the consolidation of two multi-state operations.
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Field Operations Manager, Northbrook, IL (1985-1986)
Promoted to gain Operations experience through a Home Office assignment.
New England Regional Office, Farmington, CT (1980-1985)
Progressed rapidly from Supervisor Trainee to Division Manager.
Education and Certifications
Bachelor of Science in Criminal Justice, 1976, St. Anselm College, Manchester, NH
Graduate of Philip Crosby Total Quality Management College (six-month program), 1989
Certified TQM Instructor / Consultant, 1989
Military Service
United States Marine Corps – Captain, 2nd Battalion 11th Marines, 1976 to 1980 |
