Steven O'Connell Email & Phone Number

Albany, Ny, Us

Countrywide

Promoted to direct overall business operations, developing and introducing strategies to optimize operational processes, streamline workflows, and reduce corporate spend while enhancing customer service experiences. Works in collaboration with technology vendors in developing technical solutions to streamline workflows and elevate service capability and capacity. ► Increased Direct Repair Program (DRP) system usage from 43% to 65% within 18 months, delivering a savings of $9.8M.► Simplified workflows and claims handling processes for field operations, improving the customer service standing in JD Powers by 19 points and in the Top Five of all P&C insurers.► Tightened workforce by 36% while accelerating straight-through processing from 25% to 65%. ► Developed and directed 22-member team to create in-house estimate review processes. Designed and implemented innovative estimate workflow procedures to enhance estimate quality. ► Influenced and directed 130-member field operations team to assist in managing the CARE DRP program. Fostered ownership mentality driven down to the local level.► Propelled total loss settlement cycle time by 9 days. Increased digital estimating by 10%, contributing to expedited return times on repairable vehicles and reducing rental times by 4 days, leading company to outpace and outperform the industry at large.

Countrywide

Selected to lead operations, overseeing functions including field re-inspections, dispatch, desk reviews, and vendor management processes. Served pivotal role in improving and rejuvenating operational procedures, creating and introducing solutions-based strategies to enhance service while elevating efficiency and productivity. ► Built process infrastructure to expedite appraisal scheduling, streamlining workforce from 35 to 14, while reducing processing times by 2 days. ► Drove field operations productivity from 4 to 6.5 daily assignment completions.

Managed field dispatch operations while operating as Business Owner for Concierge Auto Repair Experience (CARE) and Choice programs nationwide. ► Generated $1.2M corporate annually savings and increased operational ROI through new vendor contract negotiation.

Oversaw field operations and inside adjuster staff while serving as claim manager for Albany Field Claim office, accountable for 230 reports. ► Improved loss ratios within underperforming areas from 67% to 59% through strategic, cross-divisional leadership centered on collaborative goal planning and accountability.

► Managed staff of internal and external claims adjustors, overseeing all operational aspects within the Hudson Valley Region. ► Improved staff productivity and elevated employee morale through creation and implementation of workload distribution processes to relieve heavy and off-balanced workload volumes.