Margot Petersen Email & Phone Number

Spokane, WA, US

Oversee the development and strategic direction of the Business Lines and Personal Lines Underwriting Quality program.

• Drove improvement in independent agent satisfaction with claims service by identifying opportunities, aligning with strategic priorities, and prioritizing efforts.
• Participated in customer and agent experience journeys and execute on aspirational action plans.
• Promoted and market claims service, tools and programs.
• Increased agent satisfaction with claims service by 7 points to an all-time high of 82%.

Liberty Lake, WA

• Managed national projects, programs and processes aimed at improving efficiencies, customer and agent experience, and employee engagement.
• Developed and executed Safeco Claims communication strategy.
• Ensured alignment across regions, product lines and specialized services that supported strategic initiatives

• Managed and supported projects aimed at managing lost costs, improving efficiencies and quality, building customer and agent loyalty, and fostering employee engagement.
• Implemented national lean management system.
• Increased front-line generated continuous improvement by 65%.

• Managed all aspects of branch operations, developed and implemented sales strategy and business plan, ensured regulatory compliance, supervised all brand employees.
• Led team to achieve 125% of sales goal after 5 years of underperformance.

Provided consulting services on a contract basis, including process improvement training and deployment of organizational wide Lean Six Sigma program. Provide training to project managers, coach project managers through pilot projects. Provide final recommendations to Strategic Committee upon completion of contract.

• Project Manager for Lean Six Sigma projects aimed at improving processes, improving quality, and reducing expense. Collected and analyzed data, created process maps, determined and implemented data-based solutions, and.
• Implemented process changes such as reducing the number of calls per auto claim by 25%, resulting in an annual savings of $609,000.Director of Training Oversaw training development for multiple service departments.