Deborah Cunningham Email & Phone Number

Summerville, Sc, Us

Hartford. Ct

Acted as a liaison between business and IT organizations for all new strategic development projects. Managed projects that introduced new business technology solutions to support a new broker distribution model, business process optimization (underwriting, product development and marketing), broker engagement strategy and online collaboration tools.Improved day to day processes and delivery of customer experience by providing support on tactical initiatives.

Led a team of VOC and Web Analytics analysts responsible for gathering and analyzing customer insights; created new reporting for P&C business.Performed data collection, tabulating behavioral, attitudinal data and communicating findings via written reports and verbal debriefs. Managed all “voice of the customer” activities for agency end users determining data collection method, surveys, facilitating end user focus groups through established monthly feedback sessions.Coordinated usability studies for new product development. Participated as SME on strategic initiatives representing VOC perspective.

Managed day to day operations of Policy Administration, Customer Service, Billing, Files and Mailroom activities. Oversaw budget/expense control, performance management and customer satisfaction. Implemented new technology solutions that led to improved workflows and efficiencies. Reduced staff by 25% through a cross-training initiative that trained employees to support other lines of business while leveraging automation tools.

Vice President, Agency ServicesManaged all Customer Service activities for approximately 12,000 customers with staff of 175 employees located in Windsor, CT and Coeur d’ Alene, ID.Increased service standards by 10% while reducing staff by 30% through the successful deployment of new help desk technology.Directed deployment of a new global customer support problem reporting and solution tools via the Internet. Agency ConsultantProvided on-site consulting services to independent agents to maximize system utilization while improving overall agency operations and daily management. Streamlined new processes and operational procedures that supported agency management and their employees to gain maximize system utilization of their new agency management systems. Agency Trainer Implemented Sagitta agency management system including agency deployment, data conversion, agency training and customer support. Trained all agency personnel; created new workflow and procedures for agency to convert to new management system.

Agency Automation Manager Reduced internal processing costs by 10% through the successful deployment of the company’s interface products within the agency distribution channel. Developed monitoring reports that measured agency utilization, internal staffing models and expense. Personal Lines Processing Manager Managed budget/expense control, employee performance management, service and quality control.Increased processing efficiencies by creating new system and workflow enhancements for newly deployed mainframe system which reduced expenses.