Jay Hartmann Email & Phone Number

Irving, Texas, Us

• Provide leadership and oversight of Company’s operation in the day-to-day execution of claims adjudication, customer service provision, software support, and client-facing technology.• Responsible for the administration of 1.2 million aftermarket policy post-sale contracts representing $77 million in annual claim payments.• Responsible for 33% of the Company’s overall workforce • Manage a diverse team of professionals who specialize in a variety of disciplines, including claim adjudication, contact center management, technology infrastructure, software design and support, training, and project management• Regularly analyze internal operations to identify opportunities for process improvement• 2018 Summaryo Reduced overtime by 43%.o Achieved a 6.6% increase in claims per-adjuster despite a 6% increase in claim volume.o Reduced claim cycle time by 38% and In-progress claims by 46%.o Reduced BBB complaints by 41%.• Achieved a call center abandonment rate of less than 2% and an average speed of answer to 36 seconds based on 260k annual calls

Irving, Texas, Us

Oversee companies eRating, eContracting, eRemittance, & Menu strategies, for 687 points & 3000+ users• Analyzed internal processes, implemented automaton and organizational efficiencies that resulted in more than $5 million in operational cost savings over 36 months.• Vendor management for all 3rd party providers; Roadside assistance, Dent repair, inspection services, part suppliers, and software partners.• Launched client self-service portal, a suite of online tools used by dealers, in 2015• Orchestrated the development of internal & external software platforms while leveraging new technology trends.

Irving, Texas, Us

Platform DevelopmenteRating, eContracting, eRemittance platform with Menu selling capabilitiesInternal Account Management platform.Goal-driven leader, who maintains a productive climate, confidently motivates, and coaches employees to meet high performance standards.Orchestrated the development of internal & external software platforms while leveraging new technology trends.Enhanced client portal to provide self-service capabilities and competitive advantages for EFG. Vendor ManagementMonitoring and negotiating contractual agreements while managing partner relationships.

Irving, Texas, Us

Operations Administration•Improved processes and technology for contract onboarding, cancellations, and touches.•Supervised team of 9 individuals and 3 contractors.•Automated cancellations & funding; while reducing loading error rate from 30% to sub 3% in 5 months.•Highly analytical thinking with demonstrated talent for identifying, scrutinizing, improving, and streamlining complex work processes.

Irving, Texas, Us

•Established direct to consumer line of business for a 35 year old company.•Created 3 unique products sold in 37 states with all telemarketing, regulatory and state COA’s required.•Authored all training materials, processes, and operational structure for entire division.•Defined fulfillment kits, marketing materials, logos, website, and videos.•Developed proprietary software to facilitate sales of vehicle service contracts.•Structured deal with major home warranty provider to offer a private labeled product.•Managed internal call center team (3) for direct to consumer sales.•Simplicity Health Savings •Formed business to distribute health saving cards to the public. •Created, designed and launched a direct mail campaign to over 2.5 million consumers in 8 month period.

Irving, Texas, Us

•Director Product Development•Guided Research and Development for a CRM software platform for the automotive industry.•Directed team of 4 .net developers, 2 SQL DBA’s, and 1 QA.•Reduced Quantity of application defects from 300+ to 0 in 5 month period.•Agile bi-monthly code deployments, over 400K lines of code, 1700 stored procedures, 227 SQL functions.•Built a robust loyalty program for automotive dealers.•Developed texting, mobile lead, data mining, dashboard reporting, telephony, survey and performance management modules.•Director of Operations•Headed operations for division, 80K monthly, 960K annual top line revenue.•Direct reports ranging from 5 to 15; including support, implementation, training, IT, and sales.•Managed team of 2-4 that provided 24/7 software support. •Oversaw all vendor management, including telephony, texting, colocation, 3rd party applications.Designed, created and launched software modules to clients:•PhoneEDGE®•MobileEDGE®•Survey tool completely integrated into CRM•Loyalty Program•Enterprise Reporting•Texting•Internet Lead Management•F&I Reporting•Automobile manufacturer software integrations:General Motors, Ford, Mitsubishi, Saab, Subaru, Chrysler, Honda, & Hyundai

•Negotiated, sold, and trained clients in the continental United States.•Maintained strong profit margins in upfront sale and monthly recurring contracts.•Directed team of 2 sales representatives and 2 trainers.•Winner of Presidents Club’s Outstanding Performer, Feb. 2005

Austin, Texas, Us

•Managed all CRM pricing and deal structuring for North America and Canada•Re-engineered Sales to Support processes reducing cycle time from 4 days to 4 hours•Increased revenues by controlling discounting parameters for CRM product set•Reduced contractual errors by 80% through centralizing the business development

Austin, Texas, Us

•Responsible for the 12 largest auto groups in Midwest•Negotiated hardware and software solutions for automotive dealers

Austin, Texas, Us

•Managed large multi-store accounts in Wisconsin and Illinois•Configured & sold complex ADP hardware and software solutions•Determined network infrastructure needs using Cisco solutions

Austin, Texas, Us

•Supervised 16 members of a remote implementation team for the central U.S.•Managed all hardware and software installations for 13 Midwest states•Led F&I forms team to a record $1.5 million in revenue

Austin, Texas, Us

•Led a team of 8 while improving internal processes and procedures•Set monthly record for 12 upgrades without onsite Account Executives•Established team record for monthly install fees $60K

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