Ted J. Bacho Email & Phone Number

Remote

This role involves oversight of licensed sales and service insurance agents, providing guidance and development, as well as call reviews, and career support. This position requires analysis of performance data, excellent communication skills, effective motivation, recognition, and critical coaching. Additional responsibilities and achievements include: • Manage a team of professionals for Trusted Resource Underwriters (TRUE).• Point of contact for Excess & Surplus, Earthquake, and Flood products.• Mentor and peer support.• Contributor on multiple call center projects.• Achieved bonus level performance every month in 2022 and 2023.• Leadership Winner of the 2023 AmFam Direct Incentive trip.

Remote

Responsibilities include run the business analysis and reporting, coordinate the testing of vended products and services, and process consultation

Hudson, Ohio, United States

Oversaw individual risk management underwriting for Allstate/Encompass in a contact/call center, including partnering with product management, agency sales, education, claims, technology, policy processing, billing, the direct sales center, and Allstate underwriting.• Supervised the following teams: property inspection underwriting and dispatching; underwriting process ownership for auto, specialty lines, and property; Encompass renewal team; and territorial liaison for multiple Allstate regions• Motivated seven supervisors with indirect oversight and accountability for 100+ underwriters in Hudson, OH and Irving, TX• Executed the roll-out of and provided daily support for Continuous Improvement/Lean Management• Tracked and monitored trends in call center metrics for rewards and recognition, process improvements, enhancements to the customer experience, training/educational opportunities, and performance management needs, as well as to establish future goals • Engaged in organizational leadership succession planning, coaching supervisors on the best approaches to lead and develop their direct reports• Mentored leaders by sharing personal experiences, networking for their benefit, and assigning them progressively more complex responsibilities to achieve their individual career goals• Provided strategic direction through data and analytics to ensure successful risk management underwriting• Acted as Leader and key contributor on several large-scale projects, including: • Myriad Risk Manager implementation • RCT 4.X roll-out • Formation of new teams • Led transition teams, moving work to new geographical location• Selected for a Corporate Project Manager assignment in Chicago • Participated on both the Allstate and Encompass underwriting product management teams • Documented the end-to-end property inspection process • Recommended and initiated enhancements to improve the customer and agent experience

Hudson, Ohio, United States

Managed multiple contact/call center teams: processing support, and vendor relations, along with the property inspection phones and processing team.• Supervised 50 processing and phone underwriters• Handled escalations and exceptions; served as single point of contact for training/education, regional leaders, and agent partners; and owned the property inspection process as subject matter expert• Created, maintained, analyzed, and communicated results via both ad hoc and scheduled reporting related to staffing, workflow, and underwriting

Mayfield Village, Ohio, United States

Managed and developed 20+ customer service phone representatives and coaches/team leaders.• Served as On-Boarding Liaison• Charged with tracking interviews and new hire performance enterprise-wide• Produced ad hoc reporting for various leadership levels within the contact center• Managed the day-to-day maintenance of the interview and hiring process

Mayfield Village, Ohio, United States And Plymouth, Michigan, United States

• Recruited for the following positions: contact center and processing representatives, claims adjusters, analysts, recruiters, information technology, call center leaders, senior managers, and miscellaneous corporate positions• Certified DDI Targeted Selection Trainer, taught behavioral-based interviewing techniques to leaders• Appointed as the national representative for Progressive’s temporary staffing process, partnered with external companies such as Kelly Services, Randstad, Volt, and other specialty insurance vendors

Mayfield Village, Ohio, United States

• Coordinated interviewing and hiring activities, including data collection, analysis, and reporting on new hire trends • Supervised and developed multiple teams of up to 60 customer service representatives, coaches/team leads, and administrative staff • Managed new hire customer service representatives in the call center through their first five months of employment, including training, coaching employees on quality, production, and customer service skills

Mayfield Village, Ohio, United States

• Responsibilities included responding to complex auto and specialty lines underwriting questions on country-wide calls