Bob Tomer Email and Phone Number

To provide leadership and functional expertise on Contact Center Operations for Sedgwick’s Care Team supporting the Property and Casualty Claims organizations. To leverage the compelling vision for the organization to support growth and development through value added service offerings to partners and clients.

Responsible for positioning the Operational Excellence organization to deliver a top tier customer experience through delivery of process excellence, strategy alignment and health check engagements. Identifies and leads engagements to drive business unit process performance aligned to strategic objectives. Drive cultural transformation leveraging Lean Six Sigma and Shingo guiding principles.

Partnering with business leaders to execute on strategic opportunities that drive process excellence.

Responsible for leading a virtual property and casualty contact center operation of 200 plus employees handling auto and property first notice of loss, existing claim status calls and web chat interactions 7/365.

Responsible for leading a virtual property and casualty contact center operation of 230 plus employees handling auto and property first notice of loss, existing claim status calls and web chat interactions 7/365.

Accomplishments: • Provided expertise and oversight for a new contact center in Bogota, Columbia. • Assisted with new process implementation, quality assurance and work force management oversight• Worked with local Liberty Seguros staff to hire, train and begin answering live phone calls within 90 days.

Collaborated on the development and redesign of the first notice of loss through assignment transformation of the claim notification system, claim handling processes and express center organizational structure.Project lead for first notice of loss outsourcing initiative including request for proposal review, due diligence visit, contract preparation, vendor training, vendor relationship management, vendor performance reporting and analysis.Project lead for the identification, development and implementation of a customer satisfaction survey for the virtual call center organization.Project lead for implementation of a site level and employee performance measurement application.Participated in the development of the property express claim office by conducting analysis of loss types, damage descriptions and loss expense exposure.

Managed 8 Claim Information Managers and 200 non-exempt employees, including applicant interviewing and selection, employee development, training, performance evaluations, employee relation issues and succession planning.Directed 10 exempt employees responsible for workflow coordination, employee scheduling, call forecasting, employee timekeeping and employee performance metrics.Engaged in budgeting and forecasting of department operations, including oversight of travel ledger. Coordinated and approved salary planning and administration for 600 employees to ensure company-wide salary planning goals were achieved.Presented department's best practices for recruitment and selection of customer service representatives at industry call center conferences.Led an initiative to implement water mitigation services at first notice of loss.

Managed 25 non-exempt employees including interviewing, employee development, training, motivation, call and file quality and employee performance evaluations.Oversaw the inbound/outbound call activity of up to 300 employees to ensure customer service level goals were met or exceeded, including monitoring and managing the number of calls in queue, percentage of abandon calls and call back expectations.Participated in the Claim Service Center Best Practices Team, which was responsible for benchmarking and implementing procedures and policies across the virtual call center organization.Received Allstate's Chairman's Award for performance achievements and direction of office restructuring.