Rigo Ortiz Email & Phone Number

Newark, New Jersey, Us

Responsible for leading a team of Group Insurance National Account Managers and Sales Support Associates to support and strengthen customer and broker/consultant relationships. To support the sales team in achieving revenue goals, sales meetings, and broker meetings. Work closely with internal partners, such as Underwriting, Operations and Claims to drive client satisfaction and issue resolution. Support increasing revenue on the in force book of business, support renewal efforts to maintain profitable persistency. Responsible for service metrics through developing talent, training and executing case specific business plans.

Hartford, Ct, Us

• Selected for 2-year home office based assignment to facilitate the deployment of The Hartford Way, an integrated transformative lean management initiative to improve the customer experience.• Applies foundational Lean Six-Sigma methodologies to the multi-year continuous improvement strategy, aligning metrics and accountabilities to drive business and team outcomes.• As the face of the program to the field and a key member representing the service organization, is building a culture of continuous improvement to enable frontline problem solving and decision-making.• Collaborates with managers to improve their operations, coaching to overcome resistance to change and shift mindsets to drive adoption of continuous improvement principles, systems and tools.

Hartford, Ct, Us

• Recognized for leading agile service operations that exceed organizational revenue growth and persistence goals, was tapped to provide structure to the Ellicott City office.• Genuine relationship builder expertly managed key account relationships, saving jeopardy accounts and turning unhappy customers into loyal company fans. • Developed successful sales and service strategies, and monitored performance metrics to ensure teams stayed on track to achieve aggressive sales and persistency goals.• Realigned the service teams, effectively reducing labor costs by 40% while increasing service levels. Met 1:1 with each employee to identify skill set, gauge capacity and gain buy-in on changes.• Within 60 days, increased employee morale and rapport across functions. Instituted employee performance awards and provides development opportunities to encourage professional growth.• Streamlined procedural workflow, which increased service levels. Was asked to assume leadership and implement similar process improvements for the Washington DC and Charlotte offices.• Partnered with the East Region Sales RVP and East Region Relationship Managers on initiatives to ensure field offices were performing to established benchmarks with appropriate staffing levels. • Worked closely with Home Office as a Subject Matter Expert on service improvement initiatives and set the direction and expectations for Account Managers and Service Consultants.• In addition to managing a profitable book of business as a Regional Relationship Manager, the supportive leader solicited staff feedback to improve the internal and external client experience.

Hartford, Ct, Us

• Overseeing the entire Regional Sales Office book of business, increased customer retention to exceed company persistency goals and expand the in-force book.• Directed overall field office service delivery to brokerage and client community – from RFP intake to proposal delivery through account implementation and renewal.• Led the field service team of Regional Account Managers and Service Consultants balancing the distribution of customer accounts to ensure consistent delivery of superior service.• Developed a high-performance culture in the field sales office, ensuring that account management and service teams had the knowledge, skills and resources to deliver exceptional customer service.• Supported Account Managers in the development of individual business plans focusing on customer satisfaction, retention and growth. As a coach, groomed staff to assume additional responsibilities.• Established clear accountabilities, performance goals and documentation requirements to ensure proactive and timely customer and broker contact by the Account Management and Service teams.• Engaged with customers and brokers on a regular basis to promote Hartford capabilities and monitor customer satisfaction relative to service delivery.

Chattanooga, Tn, Us

Senior Account Consultant - February 2004 – September 2006