Change Management / Process and Productivity Improvement / Team Training and Development Turnarounds / Performance Management Strategic and Tactical Planning / Customer Service Managed second largest region for Progressive Insurance (Fortune 500 company). Turned around organizations. Implemented systems which dramatically improved efficiencies and decreased overhead. Increased customer satisfaction by improving employee morale. Mentored and promoted record numbers of staff. - Increased productivity 56% and lowered operating costs over $500K in under 12 months for Progressive - Improved service quality for Progressive by decreasing annual staff turnover 17% in one year - Reduced total loss resolution from 28 to 7 days, saving Progressive $21.7M annually - Turned around branchs customer service, improving client feedback grade from failing to exceptional Key Skills: Proven success leading organizations. Motivates and inspires teams to top performance. A tactician and strategic thinker who analyzes situations rapidly. Persistent high achiever, giving 100% to every task. Reliable, responsible, very positive and upbeat. Highly articulate and professional, makes forceful and compelling presentations.
Jan 1998 - Dec 2008
Regional Claims Manager
Progressive Insurance Corp. ($14B insurance company), 1998 to 2008. - Regional Claims Manager, 2003 to present. Responsible for oversight of auto claims organization for Dallas / Ft. Worth region. Hired and mentored staff. Directed strategic planning, created staffing models, and improved claims quality diagnostics. Managed 135 employees and $1M budget.
May 1996 - May 1997
Jo Foster Investigation
Investigator, Jo Foster Investigations, 1996 to 1997. Investigated death and disability claims.