Associate Vice President, Specialty Product Service Operations
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Direct oversight for Specialty Operations for Nonstandard Auto, Commercial Vehicle, Motorcycle, Boat and Recreational Vehicle Products for multiple channels of distribution including exclusive agent, independent agent, and direct channels. Operations includes Customer Services, Processing, Underwriting, Mail Services, Training, Quality Assurance and Process Improvement.Also served as Business Delivery Executive (BDE) for development and implementation of a new Operating Model ($75 million project) for all Nationwide Service Centers. This included the utilization of speech analytics, desktop analytics, and integration of performance metrics. Project designed to improve the overall customer experience.