Results

Senior Manager Product Development

  • Reimagining the end-to-end agent and customer experience amid significant strategic transformation
  • Spearheading the evolution of our commercial Direct-to-Consumer experience
  • Collaborating with talent across internal departments, affiliates, and external partners by cultivating long-lasting business relationships that mobilize support and accelerate execution
  • Stood up Agent Advisory Panel to ensure agent voice and input across design, build, testing, and post release
  • Leading the research, conceptualization and future state design of critical moments and processes
  • Spearheaded 6-month intensive design effort, in which we successfully created a customer-centric, user-friendly quote and application experience for small business; accommodating a new product structure and multiple distribution channels
  • Conducting user interviews and market research and analysis to identify key features that would enhance future offerings
  • Leading the design of prototypes, user testing sessions, and usability studies
  • Managed vendor relationships and participated in contract negotiation associated with outsourced projects
  • Developed user stories, customer journey maps and personas 

Director, Experience 

  • Successfully stood up Billing & Payments department
    • Organizational structure defined and built
    • Secured funding and enterprise-wide alignment
  • Sponsor for Billing and Payments Modernization program
    • Led development of business case and secured funding for enterprise Billing system upgrade (7 year/$35 million commitment)
    • Secured approval for Workers Comp ($2.3 million) project
    • Led 12-week Blueprint effort to evaluate billing system replacement covering 445 configurations, 201 gaps, and involving over 50 participants
    • Vendor evaluation and negotiation
    • Requirements definition and story card evaluation
  • Led continuous improvement efforts supporting modernization
    • Driven by Agent, Customer and Employee feedback, input, and engagement
    • Focus areas include credit card option, backup payment solution, automatic payments digitization, non-pay cancellation process, and pay plan rationalization
  • Creation and socialization of Customer Led future concept
    • Collaborated with UX to create conceptual representation
    • Supported by Product teams, Digital team, and Agents
  • Enterprise Billing Data Steward
    • Led efforts pertaining to Billing Glossary, Enterprise Data Warehouse, Billing Consolidated Data Store and reporting capabilities
  • Collaborated with IT partners to identify future Payment architecture to enable new products, states, and experiences

 

Underwriting Manager Tennessee/Kentucky

  • KY webinars created and presented by UW and DSM, recorded with assistance from Learning and Development, now available on AgentExchange.com
  • GlossERIE idea to implementation. Led design and creation with team of 20+ Underwriters and Consultants
  • First blended Underwriter/five blended Underwriters total
  • Four new hires
  • Nominated 4C Summit Employee of the Year Award Winner
  • Two employees promoted
  • Kentucky 2017-2020
    • Total P/C Direct Written Premium increased 58%
    • Total P/C Loss Ratio improved 26.82%
    • CL New DWP increased 201%
    • PPA Loss Ratio improved 27.48% (31% YTD 2019)
  • Tennessee 2017-2020
    • Total P/C Direct Written Premium increased 21.3%
    • Total P/C Loss Ratio improved 6.84%
    • CL Total DWP increased 25.9%
    • PL Total DWP increased 19.25%
    • PL Loss Ratio improved 10.72%

 

  • Material Changes Project
    • Defined material change
    • Collaborated with Processing and Legal teams
    • Pitched to Voice of Agent Committee
    • Drafted internal and external communications and roll out plan

 

  • Commercial Lines Exclusion Process Improvement
    • Improved workflow process regarding ineligible drivers
    • Collaborated with Processing, Legal, and Support teams
    • Pitched to Voice of Agent Committee
    • Drafted internal and external communications and plan

 

  • Builders Risk Process Improvement
    • Collaborated with Processing and Underwriting to create new process for incorrectly submitted Builders Risk exposures
    • Drafted division communication

 

  • PPA Guideline and Application Improvements
    • Revised PPA guideline and application to clarify our intent
    • Collaborated with Underwriting, Product, IT and Legal teams
    • Draft This Week @ Erie, Agent, and internal communications and plan

 

Ohio DSM Territory 2012-2016

  • District Total Direct Written Premium increased over $7.5 Million
  • Top producing Agent in 2012 was $163,883. In 2016 top three Agencies submitted $210,856, $359,077, and $489,729
  • All Agencies submitted more than $100,000 (2016) compared to 13 agencies below that (2012)
  • Five Agencies increased NWP over 100%