Marc H. Email and Phone Number
Skilled IT focused professional versed in call center technology, vendor management and team leadership spanning 25 years of call center technology with an additional 10 years in insurance claims. Proven ability to collaborate / advise business teams with strategic vision and leadership to deliver call center technology based on my unique experience from the insurance business side and from the IT perspective. I am a trusted advisor to my business partners / vendors and I strive to provide the best customer service skills by maintaining a customer centric focus through clear communication, setting clear expectations, providing prompt response and most of all…advocating for my business customers.
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Demand ManagerFarmers Insurance May 2016 - PresentWoodland Hills, Ca, UsIdentify / review business telephony needs and make recommendations to support business requirements in Cisco UCCE telecom environments. Collaborate with business unit leadership / stakeholders to develop cost estimates / TCO and guidance for telephony projects. Meet with project stakeholders on a regular basis to review progress of request for quotes / service requests. Provide governance over telecom vendor on RFQ's and Call Center scripting requests.
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Program Manager Iii / Demand ManagerFarmers Insurance Apr 2015 - Dec 2016Woodland Hills, Ca, UsIdentify / review business telephony needs and make recommendations to support business requirements in Cisco UCCE telecom environments. Collaborate with business unit leadership / stakeholders to develop cost estimates / TCO and guidance for telephony projects. Meet with project stakeholders on a regular basis to review progress of request for quotes / service requests. Provide governance over telecom vendor on RFQ's and Call Center scripting requests.
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Avaya And Genesys Telecom ManagerFarmers Insurance Jan 2010 - Mar 2015Woodland Hills, Ca, UsLead and directed team of 5-6 Avaya and Genesys technical professionals. Monitored service quality to support customer needs and promote loyalty. Managed and integrated telecommunications services and systems across Claims Contact Center. Worked with vendors to determine pricing and technical specifications for available hardware, software and services. Evaluated RFP responses and set up favorable pricing.
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Claims Telecom Planning And Research ManagerFarmers Insurance Jan 2005 - Jan 2010Woodland Hills, Ca, UsManaged and integrated Avaya and Genesys telecommunications services and systems across Farmers Claims Contact Center region. Evaluated RFP responses and set up favorable pricing. Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases. Lead and directed team of 5-6 technical professionals.
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Communications Planning SpecialistFarmers Insurance Jan 2000 - Jan 2005Woodland Hills, Ca, UsManaged and integrated telecommunications services and systems across Claims Contact Center region. Evaluated RFP responses and set up favorable pricing. Consulted with clients to identify business and technical requirements for proposed system modifications and technology purchases.
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Claims SupervisorFarmers Insurance Aug 1996 - Jan 2000Woodland Hills, Ca, UsManaged call center technology for National Catastrophe Center. Managed group cellular plans and satellite communications equipment procurement for catastrophe field reps. Lead and directed team of clerical claims staff. Provided monthly catastrophe reserve reporting to claims leadership.
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Claims Services ManagerFarmers Insurance Oct 1994 - Aug 1996Woodland Hills, Ca, Us
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Liability Claims SpecialistFarmers Insurance Nov 1991 - Nov 1994Woodland Hills, Ca, Us
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Field Claims RepresentativeFarmers Insurance Jan 1987 - Nov 1991Woodland Hills, Ca, Us
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Office Claims RepresentativeFarmers Insurance May 1985 - Jan 1987Woodland Hills, Ca, Us
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Program Manager Iii / Demand ManagerZurich Services Corp Jan 2017 - Apr 2021Los Angeles, Ca, UsIdentify / review business telephony needs and make recommendations to support business requirements in Cisco UCCE telecom environments. Collaborate with business unit leadership / stakeholders to develop cost estimates / TCO and guidance for telephony projects. Meet with project stakeholders on a regular basis to review progress of request for quotes / service requests. Provide governance over telecom vendor on RFQ's and Call Center scripting requests.
Marc H. Education Details
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Oklahoma State UniversityBusiness Management
Frequently Asked Questions about Marc H.
What company does Marc H. work for?
Marc H. works for Farmers Insurance
What is Marc H.'s role at the current company?
Marc H.'s current role is Network and Telephony IT Demand Manager at Farmers Insurance.
What schools did Marc H. attend?
Marc H. attended Oklahoma State University.
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