Engaged to review, coach and direct the strategy and operational transformation of the Premium Audit, Underwriting, Distribution, and Contact Center Operations for the California State Compensation Insurance Fund (SCIF). Responsible for the strategic planning and execution of all Contact Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on customer care, quality management, workforce planning, recruiting, coaching, and training. Performance metrics include call efficiency, low abandonment rate, staffing utilization, acceptable turnover, and financial performance. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale.

Lead and direct all support services for Service and Underwriting Operations including Premium Audit, Billing, Collections, Vendor Management, Workers Compensation Data reporting, and Compliance, Communications and Program Management Office (PMO) for Small Business Operations of Farmers Insurance Group. Overall responsibilities include the oversight and execution of new insurance products, corporate strategic initiatives and front-end policy administration system. Advanced existing Net Promoter System and Measurements program to enterprise program, develop and implement policyholder scorecard and monetize impact of consumer experience and key initiatives to Sales, Retention, Profitability, and other Policyholder Engagement areas.

Directs commercial service centers that administer $2.7B in commercial auto/multi-peril/workers’ compensation premiums with staff of 575; oversees/directs development, design, and implementation of service center transformation plan. Lead and drive standardization of underwriting, service and premium audit operational efficiencies across all sites.

Drove single largest claims investigation firm on East coast with revenues exceeding $25M. Expanded company, increased revenues 20% within first year, created TPA subsidiary for risk management/loss prevention, and installed technology strategy, automated imaging and document management system.

Led the single largest workers’ compensation insurer in the state of Maryland with written premiums in excess of $260M, a staff of 400 and company assets of $1B.

Led staff of 12 to surpass $200K target and achieve $1M division profit in 1st five months of operation; developed strategic business unit to provide litigation, actuarial, data management support services. Established regional offices, secured clients, launched informatics/data management organization. Developed internet-based, customized client information service for instant access to myriad data.