Jonathon Wood Email & Phone Number

Us

Bloomington, Illinois, Us

• Proactively led a team of contact center representatives in providing simple and personalized experiences to our agency partners and Life insurance customers through voice and chat interactions. Created and shared Team OneNote that provided on-demand access and increased awareness of weekly and monthly performance and quality results, historical team meeting notes, and assorted administrative documents for reference.• Initiated review of Life/Health Response Center Collaboration SharePoint site and collaborated with peers to create the Response Center Leadership Resources page as a centralized location for leadership to access frequently used documents and tools. Created efficiency and consistency by combining resources into a single repository for leaders and reducing the need for multiple bookmarks/favorites.

Bloomington, Illinois, Us

• Successfully led a team of Claim Handlers in providing Remarkable service to our customers and agency partners through the accurate and efficient handling of phone calls and task work associated to Auto claims. Conducted regular Operational Excellence activities to facilitate continuous improvement, highlight results and the behaviors that drive them, and identify successes and opportunities at both individual and team levels. • Served as Section’s Single Point of Contact (SPOC) for Reporting Tools. Provided ad hoc training and assistance to leadership peers on the application of the suite of leadership tools and interpretation of results. Leveraged productivity, telephony, and Express Excellence Tools to provide leaders the ability to quickly review results and better understand the behaviors behind them.

Bloomington, Illinois, Us

Developed, piloted and implemented Claim Associate (CA) Focused leadership which resulted in increased engagement, consistency in communication, and metric awareness across the Demand Pool. Leveraged Excellence in Operations Management (EOM) principles to create and maintain a huddle board specific to the CA role, conducted weekly huddles with multiple groups of CA’s, and drafted weekly Reminder emails to promote consistent messaging, share results and provide direction across the CA group. Collaborated with Auto Injury Claims leadership to design and implement a demand-wide approach to addressing CA tasks. Leveraged the scale of the collective CA group to drive production and improve time service across the demand pool, which in turn provided the ability to better forecast needs and allocate resources to achieve weekly task and telephony Service Level goals on a regular basis. Successfully led my team through ongoing workflow changes and task reassignment to achieve immediate results that provide Remarkable customer experiences, positively impact departmental goals and thereby contribute to organizational health of the Claims Operation.

Bloomington, Illinois, Us

Leveraged Lean/Six Sigma principles to mitigate waste & increase departmental efficiency. Generated trending & root cause analysis of claim, task & phone data to identify/eliminate barriers to productivity & quality. Proactively & consistently worked to educate departmental leadership on the tools available to assist them in managing their teams. Identified gaps & initiated formal training of Operational Task Reporting tool, collaborated with business partners to deliver training to over 100 team & section leaders. Provided detailed training on production, telephony report applications, & interpretation of results which led to increased tasks and calls handled within service level.

Bloomington, Illinois, Us

Successfully led teams of Claim Handlers through migration to new Auto Claims model, addressing all aspects; training, coaching, development, performance management, & salary administration Provided direction and served as a resource for knowledge of policies, procedures, statutes, and insurance regulations when determining activities needed in claim handling. Accountable for review of claim activities to ensure compliance, provided ongoing coaching across team lines.

Bloomington, Illinois, Us

Proactively supervised teams of Life Underwriters & Service associates to ensure accuracy and efficiency in underwriting of Life applications. Process Coordinator for New Business Life Underwriting & Service departments. Collaborated with business partners to complete a holistic review of Life underwriting, identifying efficiencies, improving standard processes, & increasing quality. Designed & implemented underwriting workflow based on medical segmentation, yielding improvements in quality and efficiency. Oversaw allocation of resources & reassignment of work to segmented design plan, & provided workflow & standard practices training.

Springfield, Mo, Us

Directly responsible for all of the operations of three departments with annual sales totaling $4.5 million. Accountable for all hiring, training and performance management of support staff with an average span of control of 25 associates. Consistenly served as the vendor representative during all major promotional events which entailed maintaining vendor relations and coordinating special needs to ensure event success. Directed merchandising, presentantion, and Inventory control of all departmental product.

Alu Level One Certificate

Ba, Political Science

Fellow, Life Management Institute (Fmli)

Charter Property Casualty Underwriter (Cpcu)

Associate In Insurance Data Analytics

Associate In General Insurance