Gary Moro, Cic Email & Phone Number

St. Louis, Mo, Us

Columbus, Ohio Metropolitan Area

Led the integration of State Auto’s decentralized Financial Operations team into Liberty’s centralized model following acquisition. Oversaw payment processing, agency billed policies, collections, agent commissions, and other various billing and payment processes.• Integrated 60% of the existing staff into various teams throughout Liberty.• Achieved strong cross-functional relationships enabling the ability to navigate and discern organizational structure, processes, and talent capabilities resulting in a holistic integration plan.• Implemented multiple process improvements, including the engagement of an offshore vendor, increasing team capacity by 30% and redirecting resources to higher value work. • Led the payment workstream for the State Auto Personal Lines book migration successfully migrating financial data for 800K customers ensuring a seamless customer experience.

Boston, Massachusetts, United States

Led business production support team for Personal and Commercial Lines Billing, Payments, and Compensation. Developed and implemented automated workflow enhancements to support business partners. • Rebranded the team and developed a new vision of success leveraging Agile principles and ceremonies to shepherd the vast number of efficiency improvements.• Increased Employee Engagement from 50% in 18’, to 73% in 19’, 90% in 20’, and 100% in 21’.• Saved $3.1M and over 12.7K production hours by implementing various technical process improvements.• Cultivated a new relationship with a strategic partner to address repetitive tasks, and redirect team to more complex deliverables.• Engineered the Business Lines COVID Relief Check process, issuing 173K checks totaling over $10M.• Designed and implemented a decentralization plan redeploying team to higher valued opportunities across multiple teams.

Greater St. Louis

Led Safeco’s Financial Operations teams with a diverse span of control that included claims accounting, agency commissions, premium collections, billing and payment processing, controls, and the Tier 2 Billing Call Center.• Reduced work volume and staffing needs by 30% over 2 ½ years by incorporating numerous process improvement initiatives.• Increased Employee Engagement from 62% in 16’ to 82% in 17’, which was the second highest rating in 17’.• Recovered $1.2M in duplicate payments and returned $2M to payees via the “Escheated Check” initiative.• Achieved $1.1M in annualized paperless savings via conversion of Safeco’s EFT and RCC books of business.• Reduced Tier 1 billing service calls by 15% or $160K annually through billing system enhancements.• Implemented workflow production tool to efficiently assign work, and measure production and staffing needs.• Enhanced employee development and addressed fluctuating capacity demands by cross-pollinating individually branded teams.• Originated and effectively orchestrated “Train the Trainer” strategy for our strategic offshore partner.• Established a formalized “Proactive” Quality Assurance Program and achieved “Best in Class” audit results.

Greater St. Louis

Led Commercial Lines Operations Teams that managed client renewals, day-to-day customer service, agency training, and other functions for commercial lines business, which accounted for 43% of total agency revenue.• Promoted to Vice-President after first annual performance review.• Designed and integrated a new operational structure to support firm’s growth and financial objectives.• Implemented SMART goals and created analytical tools to measure individual performance.• Transitioned the firm to a paperless environment, yielding annual savings of $200K, while achieving a $10K surplus against internal budget projections and beating external cost estimates by $65K.• Orchestrated the conversion to a new agency management system to enhance operational efficiency, streamline data management, and bolster quality tracking.• Created an in-house continuing education program reducing educational costs by 15%.• Designed and circulated the firm's first client survey to collect VOC and enhance client service.