Beth Carter Email & Phone Number

Birmingham, Alabama, US

Bloomington, Illinois, US

• Third-level leader responsible for multiple teams who support, influence, and drive large scale technology solutions with our IT department in support of Claims’ and company strategic goals.
• Partner closely with the senior executive team to develop organizational strategy through the annual planning process, establishing key performance indicators and targets to align with the strategy. Accountable to lead.
• Create and maintain the roadmap for key technology initiatives aligned with Claims strategic business priorities. Conduct a regular cadence of executive accountability meetings to review shared outcomes, competitive.
• Responsible to identify, track and facilitate the resolution of defects and system outages.
• Own the development of call routing strategy, IVR capabilities, call deflection techniques including bot integration, and delivery of telephony data analysis for large scale contact center operations. Responsible for.
• Span of control includes approximately 125 -150 employees.

Bloomington, Illinois, US

• Second-level leader responsible for annual portfolio of up to $40 million of strategic funding to deliver new technology initiatives for both Auto and Property Underwriting. Notable deliveries include developed and.
• Built strong relationships with senior executive staff to align on business outcomes and results, drove recommendations regarding prioritization between business ideas, and facilitated differing points of view for.
• Led team through transformational change, including the restructuring of IT department. Created product-based teams founded in agile practices for software development, shifting from traditional waterfall project.
• Span of control included approximately 25-50 employees.

Bloomington, Illinois, US

• Led annual strategic planning and prioritization process partnering with executives across multiple departments to formulate desired outcomes and develop a strategic execution roadmap of initiatives. Established a.
• Led and delivered multiple projects leveraging various project management methodologies across Personal Lines Homeowners and Business Lines Commercial Auto products. Managed internal and external (vendor) dependencies.
• Span of control included approximately 10-15 employees.

Bloomington, Illinois, US

• Second-level leader who drove rigorous service goals and objectives for call center teams responsible for first notice of loss, created an environment of continuous improvement, and delivered targeted coaching and.
• Responsible for maintaining workforce to appropriately balance staff with customer demand to respond rapidly to volatility in claim volume and available capacity.
• Built relationships and partnered with peers across multiple locations to analyze performance data through benchmarking with internal and external data.
• Span of control included approximately 100-150 employees.

Bloomington, Illinois, US

• Selected to lead the first wave of teams within a new P&C Claims organization with a focus on integrating operational excellence principles and executing on new standardized processes within claim operations.
• Led a team of claim handlers responsible for investigation, evaluation, and settlement of first and third-party auto accident claims in a centralized in-office call center environment.
• Further built call center expertise ensuring the achievement of all key performance objectives to provide consistent and positive customer service.
• Span of control included approximately 10-15 employees.

Bloomington, Illinois, US

• Selected to lead the first wave of teams within a new P&C Claims organization with a focus on integrating operational excellence principles and executing on new standardized processes within claim operations.
• Led a team of claim handlers responsible for investigation, evaluation, and settlement of first and third-party auto accident claims in a centralized in-office call center environment.
• Further built call center expertise ensuring the achievement of all key performance objectives to provide consistent and positive customer service.
• Span of control included approximately 10-15 employees.

Bloomington, Illinois, US

• Led a team of Underwriters responsible for conducting risk analysis across multiple Property products.
• Operationalized business strategies to meet both organizational growth and profitability goals, while building and maintaining relationships across agents across two states.
• Span of control included approximately 10-15 employees.

Bloomington, Illinois, US

• Led team of learning analysts responsible for developing learning content in alignment with training initiatives for Sales Agents and Leadership.
• Worked directly with executive team to establish training performance success metrics and strategies focused on achieving enterprise sales targets.
• Span of control included approximately 10 employees.

Bloomington, Illinois, US

• Led team of payment specialists in an inbound contact center, responsible for managing the billing accounts for State Farm customers across all business lines.
• Responsible for consolidation of multiple offices across the United States to four locations, migrating employees as well as onboarding large numbers of new hires.
• Developed essential skills aligned to key call center data attributes and leadership knowledge items to leverage data in driving team results.
• Span of control included approximately 15-20 employees.

Bloomington, Illinois, US

• Responsible for investigation, evaluating and negotiating first and third-party auto accident claims in a centralized in-office environment.
• Selected to lead in-office catastrophe response team. Developed curriculum and delivered just-in-time training for approximately 50 claim handlers across Tennessee and Kentucky. Conducted quality analysis, analyzed.

Master Of Science, Management (Msm), Leadership

Bachelor Of Business Administration - Bba, Insurance