• Lead the $8M Agency Support and Customer Support business units within an agile, diverse, dynamic, and flexible contact center operations environment.• Direct 8 cross-functional teams consisting of 1 manager, 8 supervisors, 5 team leads and 91 associates (office and home based) across 3 domestic locations (MA, MI, GA).• Drive exceptional KPIs and exceed all operational performance goals: Total Contact Center Service Factor of 91% within 10 seconds, 94% Customer Satisfaction, 88% First Contact Resolution and Total Policy Processing Service Factor of 90% within 4 hours for new business quotes and 24 hours for all other transactions.• Guide teams through strategic organizational change to ensure consistency with industry best practices and the maximization of automation, capacity, and resources.• Promote automation and process improvements to include the countrywide deployment of a new policy sales agency portal, electronic payment processing platform, and contact center dashboard application in addition to supporting continuous enhancements to the policy management, workload management and interactive voice response systems.• Champion the “Customer Experience Roadmap” to guarantee the highest level of differentiated service quality for independent agent partners and policyholders.• Foster an environment of highly functioning teams dedicated to the creation of exceptional service experiences; support a culture of employee appreciation, engagement, transparency, growth and development; maintain a low attrition rate of 22% (10% to 25% below industry standards).

• Led customer-centric $9M Premium Accounting business unit in the billing, collection, commissioning, and precise reconciliation of $750M+ annual premium.• Managed 5 teams: Product Development and Business Analysts, Accountants, Billing Analysts, Billing Representatives Call Center, and Billing Operations Assistants.• Recruited, supervised, trained and coached staff: 5 managers and 40 employees.• Oversaw multiple systems and sub-systems, complex infrastructures, vital file transfers, vendor dependencies, and many integral customer touchpoints.• Designed new billing and payment software systems, and improved existing systems.• Consolidated employees from 3 groups into one Billing Representatives Call Center Team resulting in better customer experiences and improved KPI’s in 18-month period:➜ Increased average daily calls handled by 24% (from 604 to 749)➜ Decreased average time to answer by 73% (from 2:31 to :41) ➜ Decreased abandoned calls by 84% (from 16.7% to 2.7%) • Provided electronic payment solutions and payment methods to agents and policyholders improving speed, accuracy and satisfaction while decreasing costs over a 6-year period:• Implemented new commission system which dramatically improved agent satisfaction by increasing accuracy, simplifying statement presentment, reducing reconciliation efforts by more than 50%, and reducing timing of the closing cycle by 40%.• Created department vision statement—Delighting Every Customer Every Day—which unified employees and solidified goal of serving customers.• Developed innovative, inspirational employee training program:➜ Provided individual and team-based training on communication, giving and receiving feedback, time management, stress reduction, idea creation, workflow improvements, understanding and accepting change, delivering positive impactful service, and teamwork.➜ Improved Business Analysts Team’s productivity and customer availability by 25%.

• Controlled $5M annual operating Premium Accounting budget, and 5 depository and disbursement accounts with 3 banks.• Supervised, trained and coached staff: 3 managers and 24 employees.• Coordinated 3 bank conversions, and introduced additional banking relationship.• Managed cash account activity, daily reconciliations and flow of funds from bank to bank to maximize cash flow and optimize investment opportunities.• Administered commission programs ensuring agents were accurately and timely paid.• Maintained and oversaw upgrades and enhancements on 4 billing systems and 2 commission systems to suit changing business needs and industry requirements.• Implemented improved payment processing services to increase cash flow, reduce operating costs and prepare for growth (e.g. retail lockbox with enhanced services, remote check deposit, and various electronic payment solutions).• Ensured compliance with corporate, federal, and/or state guidelines and requirements.

• Hired, supervised and evaluated 12 Premium Accounting employees.• Managed direct billing installment program.• Monitored customer accounts to minimize risk and exposure to bad debts, and crafted customized payment plans as needed.• Handled timely issuance of premium refunds.• Interacted with various departments: Underwriting, Corporate Accounting, Internal Audit and MIS.

• Coordinated and supervised workflow of 3 Corporate Accounting employees in the areas of cash management, payroll and accounts payable.• Managed special projects (i.e. abandoned property and 1099 reporting).• Provided financial analysis and forecasting support to management.• Developed and executed departmental process improvements.• Supported department managers in monthly and annual general ledger closings.• Reviewed and monitored financial activity of corporate accounts, and performed monthly general ledger reconciliations.