Jim Havens Email & Phone Number

Springfield, Oregon, Us

Direct all enterprise-wide sales and marketing functions including sales growth and retention, brand management, advertising, market research, communications, and public relations. Develop, guide, implement, and maintain sales, marketing, and communications strategies in support of the overall mission and business strategy for PacificSource. Work in collaboration with product line and regional leaders. Serve as the lead executive and point person for managing the PacificSource brand, internally and externally. Interact with the public, including providers, business leaders, regulators, legislators, potential customers, group administrators, members, and vendors. Participate and represent PacificSource in state, federal, industry groups and task forces.

Oak Brook, Illinois, Us

Founded in 2016, E78 Partners provides solutions to help middle-market finance, technology, and private equity leaders accelerate value creation. With the deep operational and industry experience from over 400 associates, we form a unique partnership with every client to become the element of their success.

Bellevue, Washington, Us

Advisor to the Founder and CEO

Mountlake Terrace, Washington, Us

Mountlake Terrace, Washington, Us

Mountlake Terrace, Washington, Us

Mountlake Terrace, Washington, Us

Mountlake Terrace, Washington, Us

Seattle, Wa, Us

Led integrated marketing organization – including product marketing, corporate branding, field marketing, and public relations as well as corporate, employee, and agent communications.• Developed award-winning national advertising campaign that grew from $1M a year to $35M within 3 years.• Directed online sales team of 85 employees, writing 60k policies a year generating $60M+ in revenue.• Initiated company-wide strategy on customer/agent experience including the launching of Net Promoter Score as a corporate metric, mapping all “moments of truth,” and focusing on the key touch-points that mattered most to agents and customers.• Spearheaded social media and online strategy departments – all internal and externally focused intranet and Internet sites and social networks.• Managed agency compensation organization paying close to $800mil in agency commissions/bonuses.• Created and launched an agency segmentation model/tool to field distribution that segmented agencies by business model. Included proprietary and predictive elements intended creating standardized customization for all business interactions.

Seattle, Wa, Us

Headed the Consumer Experience/Solutions division of Open Seas.• Participated in the construction of an innovation company at Safeco – now known as Open Seas – developing “game changing” solutions. • Created new work streams, relevant consumer interviews, ideation sessions, syntheses, and prototypes.• Developed “go-to-market” strategies including P&L, marketing strategies, and sales accountability.

Seattle, Wa, Us

• Led the first Distribution Management organization at Safeco which was tasked with managing distributors differently relative to:o Compensationo Access to underwritingo Access to productso Sales support • Socialized and integrated new thinking to board of directors, senior leaders, and the employee base.• Initiated day-to-day management of distributors maximizing performance.

Seattle, Wa, Us

Challenged by the Chairman and CEO to develop a national strategy for how to think about Safeco’s distribution opportunities.o Interviewed in excess of 100 agents/business models.o Analyzed all costs related to acquisition and maintenance.o Created a dashboard for analyzing all distributor performance• Created an organization and methodology to performance manage 9,000+ distributors and 35,000 producers across 8 separate channels which generated 250,000 new polices a year and revenue in excess of $6B.

Seattle, Wa, Us

Oversaw claims service including strategic direction, tactical improvement, and relationship management. Created steady improvement in all areas including customer satisfaction, expenses, and employee attrition. Served as the liaison to the claims department on all activities and performance.• Led national operations department. Responsibilities within that group included mail/fax imaging for 50% of the country, processing all back office work related to underwriting, coding, and auto plan. • Directed distributor support services including new agent appointments and licensing compliance.• Spearheaded national book transfer department. Developed model, metrics, and staffing model necessary to move books of business to Safeco. Increase in premium 300%+ year over year.• Managed the development and day-to-day success of 150+ employees.

Seattle, Wa, Us

National director for all service/call centers. Managed regional service director development, strategic direction, tactical management, cultural development, and budget/planning responsibilities. Worked directly with all four locations to improve customer satisfaction, efficiency, and employee morale/attrition.• Reviewed and implemented all programs necessary to maintain service centers including quality assurance, training, and metrics.• Responsible for the development and success of 1000+ employees.• Maintained and managed budget in excess of $90mil.

Seattle, Wa, Us

Site director for Bothell, Washington service center. Responsibilities included telephone servicing of claims, policy/billing, the customer service unit (CSU), insurQuest, moving with Safeco, and agency services calls. Total call volume was in excess of one million calls annually. Responsible for the development and success of 350+ employees.• Maintained and managed budget in excess of $20M.• Created a culture of performance necessary to sustain a 24/7 operation. • Opened the first of the ‘new’ service centers.

Seattle, Wa, Us

• Created and implemented process improvement strategy.• Developed a culture of process improvement through root cause analysis at all levels of the organization. Successfully eliminated steps and processes in the service delivery model.

Seattle, Wa, Us

Managed Real Estate and facilities for 10+ locations, the system Support Unit (IT), four mailrooms, security, and customer service units for the Northern California Region. Served as liaison with agents on all service related issues. Negotiated contracts with vendors. Responsible for the development and success of 50+ employees.

Ba, Political Science/Administrative Studies

High School Diploma