Robert Peters Email and Phone Number
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LEADERSHIP ✦ REVENUE GROWTH ✦ OPERATIONS TURNAROUND ✦ CUSTOMER RETENTIONSpearheading operational turnarounds, customer experience enhancements, and profitability improvements across field and call center organizations is my strength. An empowering leader, I have a history of creating a strong culture of performance measurement, accountability and alignment on key goals and objectives for organizations of various sizes across multiple states and countries. I excel in solving complex operational challenges requiring process, personnel and automation expertise. I possess a track record of success driving exceptional process and revenue advancements that catapult operational results.✔ During my career, I have been effective in troubleshooting and revitalizing underperforming operations, reducing employee turnover, and building strategic business plans that enable companies to thrive.✔ I am an astute P&L manager with exceptional results in transforming operations, reengineering processes, and reducing costs while enhancing customer service and satisfaction.✔ As a leader and coach, I build, empower and align teams around a clear vision in an energizing, high-performance culture of mutual respect, accountability and results. ✔ I bring depth and breadth as a subject matter expert in the insurance and healthcare service industries. Demonstrated accomplishments across:STRATEGY PLANNING | TRANSFORMATION| P&L MANAGER | CALL CENTER OPERATIONS | PROJECT MANAGER | TURNAROUND LEADER| CAPACITY PLANNING | PROCESS RE-ENGINEERING | SERVANT TEAM LEADER
Insurance Office Of America
View- Website:
- ioausa.com
- Employees:
- 1482
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Chief Operating Officer And Board MemberInsurance Office Of AmericaJacksonville Beach, Fl, Us
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Chief Operating Officer & Board MemberInsurance Office Of America May 2020 - PresentLongwood, Fl, Us
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Senior Vice President, Insurance OperationsInsurance Office Of America May 2019 - May 2020Longwood, Fl, Us
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Senior Vice President, Enterprise OperationsOne Call Care Management Mar 2015 - Apr 2019Jacksonville, Fl, UsSpearheaded call center operations transformation that dramatically improved customer experience and retention across the Workers’ Compensation division with ~2,000 FTEs and ~1,000 outsourced resources across 4 states and 3 countries (India, Philippines, and El Salvador). Manage P&L with repeatable/scalable infrastructure across all service delivery areas in every product line. Rapidly increased EBITDA margins to 30%+ across all product lines. Improved turnaround times (intake to scheduling) by ~50% and reduced error/complaint rate by one-third within six months. Shrunk employee turnover in Customer Contact Centers by 50%+ and realized cost savings in employee recruitment. Developed a Concierge group in the Contact Center with accounts outperforming book of business in revenue growth and retention. -
Chief Operating OfficerPatriot National Insurance Group Aug 2012 - Jan 2015Fort Lauderdale, Florida, UsImproved results with state insurance commissions and customer/policyholder requirements; positioned company for IPO and Sarbanes-Oxley reporting. Saved $5M annually and delivered EBITDA margins of 20%+ through organizational restructuring. Managed P&L and 10 supervisors with 700 employees. Developed a disciplined operating environment across multiple areas. Remedied fractured customer relations and drove sales, marketing and operations for insurance-related fee-for-service companies. Streamlined policy production from 6 months to ~30 days and audit completion from ~120 days to >40. -
Senior Vice President Of Policy OperationsZenith Insurance Company (United States) Aug 2005 - Aug 2012Woodland Hills, Ca, UsHired for a newly created position to direct Premium Processing, which evolved into strategic executive leadership of Policy Operations, managing P&L and a team 10 direct reports with 300 employees administering the company’s premium audit/accounting program and small business underwriting. Managed risk, internal financial and operational controls, and asset protection. Incorporated process restructuring and operational improvements, saving $3M in annual expenses. Reduced bad debt from ~4% to ~2% on average and shortened call center abandonment rate from 20% to 3% through automation and more effective process management. -
Director Of Field OperationsLiberty Mutual Insurance 2003 - 2005Boston, Ma, UsPromoted to develop and implement human resources plans aligned with evolving customer service requirements and productivity targets. Operational efficiencies drove a $4M reduction in annual expenses. Defined and monitored performance metrics and quality assurance programs to achieve customer satisfaction targets and compliance with regulatory agencies. Improved auditor production from 8 to 12 audits per week with a service time reduction from 75 to 47 days. -
Accounting ManagerLiberty Mutual Insurance 2000 - 2003Boston, Ma, UsManaged accounting for 3 departments with 60 employees. Completed and issued reports on AP/AR, underwriting compliance, budgeting and forecasting.
Robert Peters Skills
Robert Peters Education Details
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Plymouth State UniversityBusiness Administration -
University Of New HampshireEconomics
Frequently Asked Questions about Robert Peters
What company does Robert Peters work for?
Robert Peters works for Insurance Office Of America
What is Robert Peters's role at the current company?
Robert Peters's current role is Chief Operating Officer and Board Member.
What is Robert Peters's email address?
Robert Peters's email address is pe****@****ast.net
What is Robert Peters's direct phone number?
Robert Peters's direct phone number is +190440*****
What schools did Robert Peters attend?
Robert Peters attended Plymouth State University, University Of New Hampshire.
What skills is Robert Peters known for?
Robert Peters has skills like Workers Compensation, Risk Management, Property And Casualty Insurance, Underwriting, Management, Leadership, Claim, Strategic Planning, Process Improvement, Claims Management, Liability, Training.
Who are Robert Peters's colleagues?
Robert Peters's colleagues are Katherine Watkins, Marc Myones, Stephen Stiffler, Sharon Darinzo, Cpsp, Mike Hasner, Jhabeng Pogi, Dan Ricker.
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