Claudette Lovvorn Email & Phone Number

United States

Leader of the project management, solutions, and training teams working with large customers to deliver white-glove, customized software and services to new and existing customers during software implementations and upgrades. Coordinate activities with leadership of other teams to ensure seamless customer experience, interface with senior level executives internally and externally, and use change management tools to ensure full adoption and customer success.

Birmingham, Alabama Area

AVP, Operations--September 2016-August 2019Implemented an Underwriting Advisory Committee to assist with making processes more consistent and facilitate communication between departments. Led creation of departmental core values, and a structured leadership training program for departmental management. Strengthened measurement and reporting of key functions. Member of the MPL Association's Data Sharing Advisory Committee.Director, Operations--September 2014-September 2016Strategic and functional leader of the Operations Department, coordinating staff, managing projects including systems upgrades and implementations, evaluating and reworking processes for efficiency and alignment with corporate strategy. Reworked process for reconciling reinsurance payments, eliminating a long-standing backlog. Created and implemented a Claims Advisory Committtee, facilitating communication with all areas of the company. Changed department personnel and workflows from two separate areas to one, increasing capacity and creating efficiency.

Responsible for business and strategic planning, business operations, human resources, business management, facilities management (including office moves and buildouts), technology systems, risk management, and legal matters. Also responsible for all aspects of company financials, including budgeting; expense, cost and margin control; and reporting. Implemented a CRM and case management system for the firm, resulting in significant efficiencies and marketing opportunities. Instituted a commission tracking program, enabling lost revenue to be captured. Developed and deployed a compensation model, tracking revenue and expenses for separate business lines, revamping compensation more fairly for partners and producers. Developed, implemented, and supervise a security policy to ensure compliance with HIPAA and government regulations. Frequent speaker at M Financial meetings. Active member of COO study group and CFO Momentum Group.

Direct workflows, processes, and operations for 32 life insurance brokerage offices. Establish and implement systems, processes and guidelines for processing business, including training and ongoing support. Manage AgencyWorks case management system for all Highland brokerage offices. Direct efficiency and process improvements through involvement in business consulting and workflow analysis. Define and coordinate operational projects for institutional accounts. Develop and manage projects for field staff development and continuing education. Prepare monthly production reports. Manage Operations Advisory Committee, including meeting planning, lead meetings, coordinate projects. Full responsibility for annual key staff meeting, including development of agenda, presentation, and full execution. Develop, coordinate and manage quarterly training meeting for brokerage managers. Work with carriers and vendors to develop and maintain relationships and knowledge of industry trends and standards. Implemented the AgencyWorks system for all Highland offices, including workflow translation and training, creating one platform for all. Developed Operations Advisory Committee and Key Staff Program, uniting the firms and promoting consistency. Elected President of AgencyWorks User Group Advisory Board two consecutive terms. Served on Efficient Forms User Advisory Board. Member of NAILBA Technology Committee

Birmingham, Al

Full charge of all administrative agency operations, including personnel, production reporting, computer systems, licensing and contracting of agents and brokers, equipment, office space (including expansions and remodels), and oversight of all business processing. Liaison for management, agents, staff, Home Office, and clients. Served on Office Managers’ Advisory Council for New England Financial for five years. Received the Office Manager’s Award for excellence every year. Attained three designations from LOMA (FLMI, ACS, AIAA).

Ciop, Cxap, Lssbb, Business

Education record

Education record