James Sullivan
250 Willow Oak Dr,TN
Summary
Performance-driven Vice President with 30 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
32
32
years of professional experience
1
1
Certification
Work History
VP and Customer Experience Officer
Encova Mutual Insurance Group
11.2017 - 02.2024
- Responsible for the customer and user experience for all outwardly facing systems for our independent agents and policyholders.
- One of three leads to navigate the digital transformation of both personal and commercial lines leveraging a greenfield approach to recreate the customer experience of our agents and policyholders.
- Created a voice of the customer program to continuously monitor feedback and deliver needed enhancements to improve the customer experience.
- Worked with multiple agency management systems and comparative raters to improve the efficiency with our agents.
- Unified multiple call centers into a single engagement center driving down hold times and dramatically improving QA scores.
- Monitored performance metrics such as customer experience surveys to increase customer satisfaction scores over 300%.
- Fostered a positive work environment that promoted collaboration, learning, and exceptional service delivery.
- Established strong rapport with customers through active listening, empathy, and clear communication skills.
- Continuously evaluated competitor and vendor offerings to stay ahead of industry trends and maintain competitive advantage in the marketplace.
VP and Chief Marketing Technologist
Encova Mutual Insurance Group
09.2014 - 12.2017
- Led a greenfield approach to overhaul all systems and processes of commercial lines with over 100 integrations delivering a seamless experience for agents and policyholders.
- Elicited feedback of agents and policyholders to deliver a new user experience for customers.
- Collaborated closely with various department heads on strategic planning initiatives to ensure alignment between corporate goals.
- Fostered new business through participation in trade shows and initiating communications with prospective clients via phone and email .
- Developed effective business strategies to capitalize on emerging market trends.
Chief Operating Officer
Consumers Insurance
01.2005 - 09.2014
- Responsible for all aspects of the insurance operation including product development, agency management and IT strategies.
- Developed and rolled out a new modern personal lines program that saw new quote and policy production increase 10 times with lower than anticipated loss and combined ratios.
- Implemented analytic dashboards to manage and drive performance in various departments.
- Met with AM Best annually to highlight strategies and accomplishments with goals to improve the company rating.
- Developed an average reserving methodology to lower and stabilize IBNR.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Played a critical role in mergers and acquisitions activities; including due diligence processes, negotiations, integration planning, and execution efforts to ensure seamless transitions.
- Mentored team members by sharing knowledge, offering guidance, and providing constructive feedback; fostering a culture of continuous learning and development within the organization.
Chief Information Officer
Consumers Insurance
04.1995 - 01.2004
- Led and developed a home grown system to run all aspects for an insurance carrier including policy, billing, claims, agency licensing, reporting and more.
- Created an agency and policyholder portal leveraging agency feedback which was viewed as the easiest system to quote and process business by our agents.
- Implemented agency interface with download and comparative raters to increase adoption by our agents.
- Devised and wrote corporate technology procedures, modifying security policies for each worker level.
- Assessed business requirements to forecast annual budgetary operational costs.
- Groomed team talents through robust professional development program and training opportunities.
- Communicated business performance, forecasts and strategies to investors and shareholders.
Owner/Operator
S & S Computing
03.1992 - 04.1995
- Startup computer company focused on delivering quality computer equipment at a cost effective price.
- Implemented and wrote customized programs for specific business needs.
- Worked across the state with different schools, technology centers and businesses to supply computer equipment.
- Facilitated open communication channels among staff members, promoting teamwork for enhanced performance.
- Consulted with customers to assess needs and propose optimal solutions.
Education
Bachelor of Science - Computer Science And Programming
Tennessee Technological University
Cookeville, TN05.1993
Skills
- Policies and Procedures
- Performance Benchmarking
- Board Collaboration
- Business Planning
- People and Culture
- Customer Trend Analysis
- Change Management
- Operations Management
- Analytical problem solver
- Budgeting and Expenditures
- CRM software proficiency
- Systems and software expertise
- Business Analytics
- Customer Feedback Analysis
- Strategic Planning
Accomplishments
- Oversaw the implementation of Guidewire for commercial and personal lines with a focus on outward facing technologies for our agents and policyholders.
- Collaborated with team of over 200 in the development of commercial and personal lines transformation.
- Received the IVANS Spark Award for 7 consecutive years.
- Applied PInnacle Award for excellence working with Applied Systems.
- NetVU Automation excellence award working with Vertafore agency management systems.
- Part of the team that received the Guidewire innovation award on two different occasions.
Certification
- CIOP - Chartered Insurance Operations Professional
- MIOP - Masters of Insurance Operation Professional
- MCMC - Master of Change Management and Coaching
- CXAP - Customer Experience and Analytics Professional
- LSSBB - Lean Six Sigma Black Belt
- MIBA - Master of Insurance Business Analysis
- CIME - Certificate of Insurance Management Excellence
Timeline
VP and Customer Experience Officer
Encova Mutual Insurance Group
11.2017 - 02.2024
VP and Chief Marketing Technologist
Encova Mutual Insurance Group
09.2014 - 12.2017
Chief Operating Officer
Consumers Insurance
01.2005 - 09.2014
Chief Information Officer
Consumers Insurance
04.1995 - 01.2004
Owner/Operator
S & S Computing
03.1992 - 04.1995
Bachelor of Science - Computer Science And Programming
Tennessee Technological University
- CIOP - Chartered Insurance Operations Professional
- MIOP - Masters of Insurance Operation Professional
- MCMC - Master of Change Management and Coaching
- CXAP - Customer Experience and Analytics Professional
- LSSBB - Lean Six Sigma Black Belt
- MIBA - Master of Insurance Business Analysis
- CIME - Certificate of Insurance Management Excellence
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