Rich Middleton Email and Phone Number

Responsible for technology initiatives and existing applications across the globe.

Responsible for modernizing and deploying all Underwriting & Policy platforms across the Global Risk Solutions business unit of Liberty Mutual Insurance, processing ~$17B in annual premium, managing a team of more than 500 technology professionals positioned across the globe to deliver to our global organization.

Program Manager overseeing 60+ applications, managing the Guidewire Insurance Suite, Claim Center Application Globally as well as MGA, Broker and Agency sales of Casualty, Specialty Casualty, Automobile and Property products on behalf of Liberty International Underwriters, a member of the Liberty Mutual Group.

Agency Interface Management was founded in 2010 specializing in Customer Service operations, receiving industry recognition with winning results for Customer Service and Marketing by an Independent Insurance Agent Association Services: Call Center / Business Process Outsourcing services space providing high-quality, cost-effective Customer Service and Back Office services to the Independent Insurance Agency force. Created an integrated Call Center utilizing the latest in Call Center technology, interfaced with a CRM application and networked to Agency Management and Policy Administration systems for Insurance Brokers and Insurance Carriers throughout New England. Demonstrated results include: Decrease customer support costs. Creating new revenue opportunities Quote, Submission & Bind analytics across product lines Higher Customer Satisfaction and retention opportunity The operations were designed to match the best standards in networking, computing and telecommunications services with knowledgeable local staff, experienced in Agency Management and Insurance Carrier systems and products.

Ensure the Chamber of Commerce fulfilled its mission to engage business and the public to improve the overall Portsmouth experience, remained healthy financially and as a community and direct the board and executive council in the operations of the Chamber

Managed P&L and all operations of a regional P&C company providing personal line insurance products through the Independent Agency model with an agency force with more than 125 locations across two states.Achievements:* Recognized as the 2008 Company of the Year for Marketing & Customer Service by the Professional Independent Agents of New Hampshire (PIANH).Year over Year sales increase of 76% from 20'07 to 200 '08.25% growth in Agency force within 18 months.Provided "Value Added" Training To Agency Force.Over $3.5 Million in Transfer Business Commitments in 18 months.Revised & upgraded HO product line - 3/2008; sales from a 3 year decline within 16 months - 11.7% PIF growth in ''08.2006 Most Profitable Year in Company History.* Member of the NH Domestic Carrier Association Board.Coordinated public events & Advertising Campaigns with Verizon Wireless, AHL & Minor League Baseball. Implemented product & pricing strategies. Negotiated Third party vendor Agreements and manage relationships.

International Programs (2004 - 2006)Transformed Electric Insurance Company from a US domestic carrier to a global carrier, meeting GE's global insurance needs by creating corporations in Dublin, IRE and Toronto, CAD, securing appropriate government regulatory approval, developing operations infrastructure and creating relationships with third party vendors to meet individual country and region requirements. Managed over $100M in International Liability Program accounts and a Global Property program containing $3B in risk with an operating budget in excess of $6M. Role required the coordination of Finance, Actuary & Audit, Regulatory, Underwriting, Legal, Claims and Systems to develop several legal entities with operations and reporting structures that meet individual country requirements. Achievements: * Authorized with $25M in capital investment to create EU and Canadian Subsidiaries.Secured approval from IFSRA, the Irish regulatory body, to create an insurance company.* Secured approval from OSFI, the Canadian regulatory body, to create a Branch office.* Prepared filing with Mexican authorities for licensure. Identified requirements and an RFP to form a Japanese subsidiary.* Developed a global insurance plan and presented to GE Senior Staff.* Secured commitment for $16-20M in business services in first year of operation.* Initiated an RFP for Policy Issuance and Claim Handling Services for more than 2 dozen countries throughout South America and Asia.

Oversaw all domestic operation activities related to servicing General Electric (GE) insurance needs with the objective of providing continuous value-added services to GE. Position reported directly to the VP / General Counsel with dotted line reporting to the CEO. on all financial metrics related to GE activity as well as operational metrics related to internal production, performance and recovery efforts. Responsibilities included:Managed a $100M US program and an operational budget in excess of $7M. Direct reports included 2 senior level managers, 4 mid-level managers and a business analyst.Indirect reports included 48 staff members, accountable for processing over thirty thousand incidents annually.Area's of Responsibility included:* GE Communication* GE Insurance Cost reduction efforts* Operational EfficiencyAchievements:* Identified improvement opportunities that led to over 20% reduction in loss costs to GE * Quarterly presentations to GE Senior Management, Product and Legal staff* Identified product issues resulting in the recovery of more than $6M in losses* Developed new metrics contributing directly to GE's business analysis & product changes* Restructured internal operations leading to a 16% reduction in expense within 12 months

Directed the project management, design and implementation of the company's $15M Customer Relationship Management system including integration with General Electric (GE) and their various operating systems and applications. Direct Reports included 3 senior-level managers and two business analysts. Indirect Reports included 17 business and system staff members including offshore resources. Responsibilities include:* Developed and Translated Business requirements into process and application design.* Liaison with GE business and technical resources.* Managed offshore developers and integration consultants.* Developed project plan and budget, managing to both for deliverables and cost.* Responsible for Data Migration from existing Mainframe application to new data warehouse through the CRM application interface. * Responsible for overall Quality Assurance and Testing.* Liaison with Offshore implementation firm located in India.* Assisted in Prototype development and secure Business Sign off on Design.* Knowledge transfer of Design documentation and communication with offshore developers.* Developed training modules to aid release of CRM application.

Completed project on time and within budget* Improved relations with GE business and systems staff generating additional sales* Designed automation and improvements responsible for >10% decrease in operating costs* Implemented financial controls reducing cost over-runs; Created and Managed online sales and service operation with a staff of 22 including mid-level management, call center sales, marketing, web design and software application development staff related to conducting business through the internet. Developed online sales through multiple distribution channels including:- Direct to Consumer- Insurance Aggregator Sites- Employer/Benefit PlatformsAchievements: include:Designed and Implemented 19 system projects on time and on budgetPrepared a 3-year strategic marketing plan for Online Insurance Sales & Service2000 Quality Cup Award for best website from USA Today/R.I.T.Ranked #1 for Ease of Use & 1st Time Buyer by Gomez.com

Managed 14 team members and 3 managers in the Claims Processing Department with an annual operating budget of $2M Responsibilities & accomplishments included:* Leader of Year Award (1999)* Conducted analysis of Loss and Expense costs. * Implemented cost saving initiatives generating savings in excess of $7.2M over 2.5 years.* Developed and managed Vendor relationships for legal and expert services

Claims) Worker's Compensation, Disability & Litigationand System AdministratorManaged a staff ranging from 8 to 22 members including 1 manager, with an annual budget in excess of $1M. Achievements: include:* Designated liaison with State Regulatory agency* Designated trainer for Quality initiative* Certified Zenger Miller Quality program trainer* Reduced loss and expense ratios to lowest in 5 year reporting