This represents an extension of my prior responsibilities, as I now oversee both Claims Customer Success and the Claims Agency Engagement Team. In my role within Claims Customer Success, our primary focus is to enhance the customer service experience within the claims department to reach world-class standards. We are actively engaged in creating various frameworks, one of which is a new governance system that will serve as a comprehensive guide for all aspects of the claims process. This system encompasses activities such as developing communication journey maps, streamlining communication standards, and providing support for problem-solving endeavors.We are the program owners of Service Excellence, a departmental framework aimed at delivering seamless customer service. We work collaboratively with our Enterprise CX partners to innovate and optimize processes continually, ensuring that our service continually reaches new heights.