Gregory A. Mullen
Windham,NH
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
24
24
years of professional experience
Work History
Client Executive
Strategic Partnership Group
01.2021 - Current
- Develop and execute the overall strategy for the Customer & Retail Vertical within the Strategic Partnership Group
- Responsible for the overall P&L for the Vertical which consists of $17M in force premium
- Primary business lead for the emergent Amazon Third Party Seller (3PS) Business Lines (GL) account
- Work closely with business lines underwriting, product, claims, sales, legal and service on numerous workstream dedicated to growing the Amazon/LM relationship
- Driving core product growth while mining product expansion opportunities within the current portfolio of accounts by leveraging both GRM & GRS products and relationships
- Negotiate client and broker compensation terms in order to drive profitable growth for the vertical
- Present clear, concise business cases to Sr
- Leadership and other internal stakeholders to delegate appropriate resources in order to drive growth
- Supervise and mentor group of Relationship Managers and Business Analysts via dotted line reporting structure.
Director
Partnership Group
01.2017 - 01.2021
- Lead, manage and coach a geographically dispersed team of Relationship Managers and Account Coordinators within the Employer Voluntary Benefit segment of SPG
- Coach and develop team via regular 1:1 meetings in which open and direct feedback is provided to develop and retain top talent
- Collaborate with various cross functional teams and act as management lead for various segment and department wide projects (Partner Sourcing, Distribution, Marketing, etc.)
- Assist in the development and communication of department wide vision and strategy (new product rollouts, marketing and distribution tactics, staffing/resources)
- Assist Mgmt
- Peers and RM team with client and broker level negotiations and problem resolution as needed
- Determine organization structure and resource levels as business needs shift
- Interview and hire candidates for open roles across team/department
Project Leader
Affinity
01.2013 - 01.2017
- Primary project and account manager for the Liberty Mutual on-line voluntary benefit portal project offered to new and existing affinity partners
- Create and manage the on-boarding and implementation project plan for new employer groups looking to offer a suite of voluntary benefits (auto, home, legal, pet, critical illness, long term care, etc.) to employees through LM’s on-line enrollment portal
- Work closely with all levels and departments of personnel from Liberty Mutual’s technology partner, Corestream, in technology implementation and single slot payroll integration, vendor and client relations as well key metric reporting
- Create and present comprehensive B2C & B2B marketing plans to clients, vendors and internal stakeholders (LM executives, upper management, account executives and area and branch managers)
- Monitor quality assurance of the demo and in-market portals through periodic testing of functionality and content accuracy
- Hold regular conference calls with clients, vendors and internal stakeholders to ensure a high level of employee engagement and participation among the various products offered on the portal.
Sr. National Account Manager
Affinity Marketing
01.2004 - 01.2013
- Manage, negotiate and execute marketing initiatives for large, national employer, alumni and professional groups to promote the sale of group discounted auto and home insurance products
- Maintain strong, working relationships with over fifty B2B clients including HR Directors, Alumni Directors, presidents of large professional associations, and outside brokers to help promote the affinity discount insurance program
- Oversee book of 40+ large national affinity accounts representing over 5.5 million eligible, 225,000 total in force polices and $270 million in premium
- Collaborate with countrywide sales management and personnel on how to strategically leverage Liberty Mutual’s 14,000 client relationships in an effort to gain greater business to consumer (B2C) sales
- Develop and customize annual marketing plans for each account under management while negotiating and adhering to the sponsorship budget.
Customer Resolution Representative
Defend Liberty Mutual
- S position as the leader in affinity programs by providing great client relations and relationship management to existing accounts
- Compile and share quarterly reports and metrics with clients and brokers that illustrate the participation rates of each account
- Assist in the RFP process and finalist presentations in an effort to acquire new clients
- Administer new account set up by assisting National Account Executives in agreement negotiations, compensation profiles and broker agreements., Hired to resolve complex and on-going problems on shareholder accounts via written and oral communication.
Senior Underwriting Technician
Liberty Mutual Insurance
01.2003 - 01.2004
- Support assigned underwriters through all phases of the account from data gathering, initial pricing, to sold documentation and on-going account service and maintenance.
Customer Contact Representative
CDC IXIS Asset Management Services, Inc
01.2000 - 01.2003
- Hired to provide high quality service, and support to individual investors and the broker/dealer community via a high volume inbound call center.
Education
MA -
Manning School of Business, University of Massachusetts
BS - Communications
Lyndon State College
Lyndonville, VT1999
Skills
- Microsoft Excel
- Key Performance Indicator Tracking
- Credit Card Payment Processing
- Conceptual Thinking
Additional Information
- Licenses: , New Hampshire Property & Casualty Producer Insurance License
Timeline
Client Executive
Strategic Partnership Group
01.2021 - Current
Director
Partnership Group
01.2017 - 01.2021
Project Leader
Affinity
01.2013 - 01.2017
Sr. National Account Manager
Affinity Marketing
01.2004 - 01.2013
Senior Underwriting Technician
Liberty Mutual Insurance
01.2003 - 01.2004
Customer Contact Representative
CDC IXIS Asset Management Services, Inc
01.2000 - 01.2003
Customer Resolution Representative
Defend Liberty Mutual
MA -
Manning School of Business, University of Massachusetts
BS - Communications
Lyndon State College
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