Tom Morgan, Mba, Cpcu Email & Phone Number

Liberty Lake, Washington, United States

Liberty Lake, WA

• Build and lead team of 45 Supervisors, Team Managers, and Individual contributors. Plan and execute complete department transformation into new branch of organization.
• Executed organizational transition of Business Lines Claims Support and Salvage departments units
• Lead work optimization efforts to remove non-customer facing activity from stakeholders
• Developed data reporting dashboard for all levels of organization
• Manage $3 M department budget to 10% below target
• Created and implemented process improvement and documentation strategy

Liberty Lake, WA

• Led and supported the design, build, and implantation of national strategic initiatives. Designed data reporting solutions, forecasting tools, and budget management resources.
• Managed and coordinated execution and implementation of new programs which included communications, training, on-going monitoring and follow-up activities for Global Retail Market Claims
• Monitored national operations including performance standards and protocols, results, workflow production, and staffing
• Participated in establishing and planning budget objectives
• Led roll out of national work from home program

Liberty Lake, WA

• Responsible for daily operational management of customer facing insurance claims contact center.
• Developed and facilitated national leadership development program
• Monitored and maintained supervisor staffing projections
• Implemented new employee retention program that reduced employee turnover by 50%
• Lead a team of eight supervisors with a span of control over 100 full time employees
• Oversaw corrective action and termination processes for department

Liberty Lake, WA

• Responsible for daily operational management of customer facing sales and service contact center.
• Led a team of seven supervisors with a span of control over 100 full time employees
• Facilitated implementation of Lean Management
• Delivered performance results in quality, efficiency, and sales 15% better than national results
• Presented complex financial and analytical information to executive leaders both internal and external
• Maintained staffing projections and partner with recruiting to fill open positions

Liberty Lake, WA

• Responsible for daily supervision of contact center team.
• Managed a team of front-line customer service representatives with a span of control up to 22 full time employees
• Led team to achieve top performance in the country multiple years
• Site project manager for new dashboard application used at all levels of organization including responsibility for vendor management, development, implementation, and training
• Area Leader for company-wide “Serve with Liberty” initiative including responsibility for managing relationships with local charities, driving employee participation and managing logistics

• Business to Business marketing and sales person responsible for driving independent agent engagement and increasing market penetration
• Responsible for independently managing, retaining, and growing a book of mixed commercial and personal insurance business exceeding $50 million
• Consulted agencies on marketing and customer acquisition techniques
• Prospected, appointed, developed, and retained new independent agents

Liberty Lake, WA

• Call center employee responsible for inbound business to business phone calls
• Assist agents with billing and policy questions
• Top performing representative in 2006

Master Of Business Administration (M.B.A.), Business Administration And Management, General

Bachelor’S Degree, Human Resources Management And Services