Jeffrey Stiles
St. Johns
Summary
Dynamic executive with extensive experience at Loggerhead Reciprocal Interinsurance Exchange, specializing in operational excellence and customer experience enhancement. Achieved a 15% increase in customer satisfaction through effective strategic planning and team development. Proficient in CRM implementation and promoting employee engagement, fostering a culture of continuous improvement and high performance.
Overview
24
24
years of professional experience
1
1
Certification
Work History
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul>
Loggerhead Reciprocal Interinsurance Exchange
Tampa
10.2022 - Current
- Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.
- Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.
- Work closely with the CEO and COO on all aspects of delivering service to customers and agents.
- Provide strategic oversight and guidance to the operational leadership team.
- Work closely with other department heads to support projects or procedures that have a direct impact on customers.
- Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.
- Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.
- Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.
- Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.
<ul><li>Company Overview: Business and Management Consulting Firm that builds better businesses by bringing constructive collaboration to People, Processes, and Technology</li><li>Help businesses explore ways to utilize current technology better, refine, and focus the use of data as part of their business intelligence and data analytics strategy. This includes an assessment of the current state, a detailed analysis comparing the current state with best practices, recommendations for improvement, and business integration. Additionally, focus on employee engagement and transforming the workplace culture.</li><li>Bring a focus to people in business through workplace culture and employee engagement analysis. Perform complete workplace audits and analysis, develop improvement plans, and provide leadership/employee training. Perform follow-ups as needed.</li></ul>
Culture Architects Consulting
Saint Johns
02.2020 - Current
- Company Overview: Business and Management Consulting Firm that builds better businesses by bringing constructive collaboration to People, Processes, and Technology
- Help businesses explore ways to utilize current technology better, refine, and focus the use of data as part of their business intelligence and data analytics strategy. This includes an assessment of the current state, a detailed analysis comparing the current state with best practices, recommendations for improvement, and business integration. Additionally, focus on employee engagement and transforming the workplace culture.
- Bring a focus to people in business through workplace culture and employee engagement analysis. Perform complete workplace audits and analysis, develop improvement plans, and provide leadership/employee training. Perform follow-ups as needed.
<ul><li>Company Overview: Citizens is a not-for-profit property and casualty insurance company whose employees are driven primarily by our mission of service to the people of Florida. In addition to providing a quality product and service, we strive to be good stewards of the premium funds entrusted to us. We are committed to modeling the highest level of ethical behavior.</li><li>Responsible for directing and managing the responsibilities and functions of the Customer Care teams, which are responsible for over two million interactions for insureds, agents, and third parties every year, by overseeing the short and long-term initiatives of the operation. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Responsible for the day-to-day direction and leadership of the Customer Care team, providing maximum input to ensure the highest level of quality and performance.</li><li>Facilitates a work environment that fosters and supports ethical decision-making and actions by motivating, promoting, and modeling ethical behavior.</li><li>Led five teams, inclusive of seventy-five representative staff and five Supervisors.</li><li>Responsible for the development and expansion of the Live Chat and Help Desk teams.</li><li>Collaborate closely with Workforce Management concerning real-time and future staffing needs.</li></ul>
Citizens Property Insurance Company
Jacksonville
07.2021 - 10.2022
- Company Overview: Citizens is a not-for-profit property and casualty insurance company whose employees are driven primarily by our mission of service to the people of Florida. In addition to providing a quality product and service, we strive to be good stewards of the premium funds entrusted to us. We are committed to modeling the highest level of ethical behavior.
- Responsible for directing and managing the responsibilities and functions of the Customer Care teams, which are responsible for over two million interactions for insureds, agents, and third parties every year, by overseeing the short and long-term initiatives of the operation. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.
- Responsible for the day-to-day direction and leadership of the Customer Care team, providing maximum input to ensure the highest level of quality and performance.
- Facilitates a work environment that fosters and supports ethical decision-making and actions by motivating, promoting, and modeling ethical behavior.
- Led five teams, inclusive of seventy-five representative staff and five Supervisors.
- Responsible for the development and expansion of the Live Chat and Help Desk teams.
- Collaborate closely with Workforce Management concerning real-time and future staffing needs.
<ul><li>Company Overview: One of the country's largest and most reputable debt settlement companies.</li><li>Oversee operational excellence for the Client Success department, which includes domestic contact centers in New York, Las Vegas, and the Dominican Republic. Partner with cross-functional teams, including Workforce Management (WFM), Quality, Client Experience, Finance, Product Development, Human Resources, and Learning and Development. Responsible for reputation management, working with Better Business Bureaus, state Attorneys General, and other consumer review sites. Collaborate with members of the executive management team to meet operational objectives, align with departmental strategy, and the overall goals of the organization. Contribute to the development of operational standards, procedures, and strategies to facilitate departmental growth. Develop and implement efficient operations through key initiatives and projects within budget.</li><li>Manage the day-to-day call center, related to both client contact and client advancement within our settlement program.</li><li>Provide cohesive and consistent leadership, as well as direct people management responsibility, to our client Success teams across our three sites: New York, Nevada, and the Dominican Republic.</li><li>Provide oversight and direction for existing staff in the New York and Nevada offices.</li><li>Responsible for building and optimizing a client Success team in the Dominican Republic.</li><li>Continually evaluate, create, and maintain performance-related policies and procedures, and partner and improve process quality by partnering with the VP of CS Ops, Quality Assurance, and Workforce Management to monitor adherence and facilitate operational changes as needed.</li><li>Manage and communicate department-wide KPIs and OKRs, and implement actions in a timely and efficient manner to address operational challenges.</li><li>Drive collaboration across Client Success and encourage the team to partner effectively with other functional teams.</li><li>Work with Senior Leadership across the organization to add insight into the customer experience.</li><li>Develop and sustain a culture of service excellence, driving improvements in customer satisfaction.</li><li>Foster a positive team culture that aligns with our company values.</li></ul>
National Debt Relief, LLC
New York
10.2020 - 02.2022
- Company Overview: One of the country's largest and most reputable debt settlement companies.
- Oversee operational excellence for the Client Success department, which includes domestic contact centers in New York, Las Vegas, and the Dominican Republic. Partner with cross-functional teams, including Workforce Management (WFM), Quality, Client Experience, Finance, Product Development, Human Resources, and Learning and Development. Responsible for reputation management, working with Better Business Bureaus, state Attorneys General, and other consumer review sites. Collaborate with members of the executive management team to meet operational objectives, align with departmental strategy, and the overall goals of the organization. Contribute to the development of operational standards, procedures, and strategies to facilitate departmental growth. Develop and implement efficient operations through key initiatives and projects within budget.
- Manage the day-to-day call center, related to both client contact and client advancement within our settlement program.
- Provide cohesive and consistent leadership, as well as direct people management responsibility, to our client Success teams across our three sites: New York, Nevada, and the Dominican Republic.
- Provide oversight and direction for existing staff in the New York and Nevada offices.
- Responsible for building and optimizing a client Success team in the Dominican Republic.
- Continually evaluate, create, and maintain performance-related policies and procedures, and partner and improve process quality by partnering with the VP of CS Ops, Quality Assurance, and Workforce Management to monitor adherence and facilitate operational changes as needed.
- Manage and communicate department-wide KPIs and OKRs, and implement actions in a timely and efficient manner to address operational challenges.
- Drive collaboration across Client Success and encourage the team to partner effectively with other functional teams.
- Work with Senior Leadership across the organization to add insight into the customer experience.
- Develop and sustain a culture of service excellence, driving improvements in customer satisfaction.
- Foster a positive team culture that aligns with our company values.
<ul><li>Company Overview: Fortune 50 company comprised of several affiliates/subsidiaries that provide property and casualty insurance, banking, and financial products/services with >84M policyholders, 60K employees, and 19K agents; $3.9B/2018 net income.</li><li>Directed customer care operations of high-volume (national) call center; managed over four hundred onsite/virtual employees, with oversight for $20/annual budget. This included collaborating with peers to establish the business strategy for corporate operational performance and influencing continuous improvements in productivity, quality, and employee performance. Collaborated and drove organizational talent acquisition, coaching/training, evaluation, and constant development. Engaged and communicated with StateFarm.com clients, providing digital and internet technical support to enhance the online experience. Developed best practices, identified trends, and ensured consistent compliance with federal/state regulations and corporate standards.</li><li>Drove achievement of call center/company targets with consistency, while directing up to 30K incoming calls per week throughout the U.S. Delivered the call product on each client account call through operational performance and service metrics; within exacting timelines and cost/budget constraints, reporting directly to the Executive Team and Business Leaders. Ranked #1 call center for State Farm (out of five centers nationally).</li><li>Attained handle-time (less than 5 minutes), with adherence of 92% or better; exceeding target by 15%.</li><li>Achieved quarterly customer satisfaction survey results, consistently exceeded targets by 15%.</li><li>Exceeded quarterly employee satisfaction survey results by 12%.</li><li>Established customer contact center Spanish-language unit (35K operations/employees), providing spoken and written in-language translation services, and resulted in reducing handle-time for in-language calls by 60% (versus using AT&T language line services). Plus, reduced written document transcription turnaround time from 1.5 weeks to 48 hours or less.</li><li>Created engagement policies, service level agreements, and performance metrics.</li><li>Selected to lead the strategic opportunities associated with the start-up of the company's first 24/7, customer-facing internet support initiative, consisting of a hundred-member team providing online technical assistance to over 50M statefarm.com client accounts and over 1M B2B/vendors.</li><li>Created scope of work, vision, marketing relationships, work cadence, communications, training, and staffed multi-site operation; handling over 28K calls and 5K chat sessions per week.</li><li>Spearheaded multiple corporate business issues and consistently selected to serve as a business development test center for new organizational process changes, testing for retail sales and procedures (before national rollout). Ranked as the top operational call center in productivity, quality, customer satisfaction, and employee retention.</li><li>Led Lean effort that drove efficiency gains within the Jacksonville Operation. Reduced staffing at all levels by 50% and budget by 40%, while maintaining production goals and increasing customer satisfaction.</li><li>Collaboratively led corporate staffing initiatives of 3-national call centers, as part of organizational restructuring and retail market growth. Collaboration with peers in the creation of the talent identification processes and procedures, resulting in staffing over 1.4K employees (leaders and representatives).</li></ul>
State Farm Insurance Company
Jacksonville
07.2001 - 08.2019
- Company Overview: Fortune 50 company comprised of several affiliates/subsidiaries that provide property and casualty insurance, banking, and financial products/services with >84M policyholders, 60K employees, and 19K agents; $3.9B/2018 net income.
- Directed customer care operations of high-volume (national) call center; managed over four hundred onsite/virtual employees, with oversight for $20/annual budget. This included collaborating with peers to establish the business strategy for corporate operational performance and influencing continuous improvements in productivity, quality, and employee performance. Collaborated and drove organizational talent acquisition, coaching/training, evaluation, and constant development. Engaged and communicated with StateFarm.com clients, providing digital and internet technical support to enhance the online experience. Developed best practices, identified trends, and ensured consistent compliance with federal/state regulations and corporate standards.
- Drove achievement of call center/company targets with consistency, while directing up to 30K incoming calls per week throughout the U.S. Delivered the call product on each client account call through operational performance and service metrics; within exacting timelines and cost/budget constraints, reporting directly to the Executive Team and Business Leaders. Ranked #1 call center for State Farm (out of five centers nationally).
- Attained handle-time (less than 5 minutes), with adherence of 92% or better; exceeding target by 15%.
- Achieved quarterly customer satisfaction survey results, consistently exceeded targets by 15%.
- Exceeded quarterly employee satisfaction survey results by 12%.
- Established customer contact center Spanish-language unit (35K operations/employees), providing spoken and written in-language translation services, and resulted in reducing handle-time for in-language calls by 60% (versus using AT&T language line services). Plus, reduced written document transcription turnaround time from 1.5 weeks to 48 hours or less.
- Created engagement policies, service level agreements, and performance metrics.
- Selected to lead the strategic opportunities associated with the start-up of the company's first 24/7, customer-facing internet support initiative, consisting of a hundred-member team providing online technical assistance to over 50M statefarm.com client accounts and over 1M B2B/vendors.
- Created scope of work, vision, marketing relationships, work cadence, communications, training, and staffed multi-site operation; handling over 28K calls and 5K chat sessions per week.
- Spearheaded multiple corporate business issues and consistently selected to serve as a business development test center for new organizational process changes, testing for retail sales and procedures (before national rollout). Ranked as the top operational call center in productivity, quality, customer satisfaction, and employee retention.
- Led Lean effort that drove efficiency gains within the Jacksonville Operation. Reduced staffing at all levels by 50% and budget by 40%, while maintaining production goals and increasing customer satisfaction.
- Collaboratively led corporate staffing initiatives of 3-national call centers, as part of organizational restructuring and retail market growth. Collaboration with peers in the creation of the talent identification processes and procedures, resulting in staffing over 1.4K employees (leaders and representatives).
Education
Bachelor of Science Degree - Industrial Management
Montgomery, WV
Montgomery, WVSkills
- Customer experience management
- Strategic planning
- CRM implementation
- Quality assurance
- Operational leadership
- Process improvement
- Data analysis
- Regulatory compliance
- Employee engagement
- Customer experience management
- Strategic planning
- CRM implementation
- Quality assurance
- Operational leadership
- Process improvement
- Data analysis
- Regulatory compliance
- Employee engagement
Certification
- CPCU
- AIM
Timeline
<ul><li>Company Overview: Loggerhead is a premier Florida property insurer that offers a user-friendly process, transparent claim handling, and prompt solutions for policyholders, creating a world-class customer experience.</li><li>Responsible for creating, directing, and managing the Customer Service, Internal Sales, and Agency Support functions for a new Homeowners' Insurance Company in Florida by overseeing the short and long-term strategies of the organization's customer success journey. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Work closely with the CEO and COO on all aspects of delivering service to customers and agents.</li><li>Provide strategic oversight and guidance to the operational leadership team.</li><li>Work closely with other department heads to support projects or procedures that have a direct impact on customers.</li><li>Responsible for the selection and implementation of the CSAT platform as well as the Customer Relationship Management (CRM) software currently in use with the organization.</li><li>Responsible for building out all operational teams, including job development, standard operating procedures, quality management, and the like.</li><li>Work in an integrated fashion with third-party vendors to provide "world-class" customer service to Policyholders, Agents, and other customers both in and out of inbound and outbound settings.</li><li>Collaborate with business units throughout the organization to design, develop, and implement consumer-focused business practices, procedures, and Corporate Policies.</li></ul>
Loggerhead Reciprocal Interinsurance Exchange
10.2022 - Current
<ul><li>Company Overview: Citizens is a not-for-profit property and casualty insurance company whose employees are driven primarily by our mission of service to the people of Florida. In addition to providing a quality product and service, we strive to be good stewards of the premium funds entrusted to us. We are committed to modeling the highest level of ethical behavior.</li><li>Responsible for directing and managing the responsibilities and functions of the Customer Care teams, which are responsible for over two million interactions for insureds, agents, and third parties every year, by overseeing the short and long-term initiatives of the operation. This may include, but is not limited to, providing strategic recommendations regarding concepts and routines that drive efficiency and empower employees.</li><li>Responsible for the day-to-day direction and leadership of the Customer Care team, providing maximum input to ensure the highest level of quality and performance.</li><li>Facilitates a work environment that fosters and supports ethical decision-making and actions by motivating, promoting, and modeling ethical behavior.</li><li>Led five teams, inclusive of seventy-five representative staff and five Supervisors.</li><li>Responsible for the development and expansion of the Live Chat and Help Desk teams.</li><li>Collaborate closely with Workforce Management concerning real-time and future staffing needs.</li></ul>
Citizens Property Insurance Company
07.2021 - 10.2022
<ul><li>Company Overview: One of the country's largest and most reputable debt settlement companies.</li><li>Oversee operational excellence for the Client Success department, which includes domestic contact centers in New York, Las Vegas, and the Dominican Republic. Partner with cross-functional teams, including Workforce Management (WFM), Quality, Client Experience, Finance, Product Development, Human Resources, and Learning and Development. Responsible for reputation management, working with Better Business Bureaus, state Attorneys General, and other consumer review sites. Collaborate with members of the executive management team to meet operational objectives, align with departmental strategy, and the overall goals of the organization. Contribute to the development of operational standards, procedures, and strategies to facilitate departmental growth. Develop and implement efficient operations through key initiatives and projects within budget.</li><li>Manage the day-to-day call center, related to both client contact and client advancement within our settlement program.</li><li>Provide cohesive and consistent leadership, as well as direct people management responsibility, to our client Success teams across our three sites: New York, Nevada, and the Dominican Republic.</li><li>Provide oversight and direction for existing staff in the New York and Nevada offices.</li><li>Responsible for building and optimizing a client Success team in the Dominican Republic.</li><li>Continually evaluate, create, and maintain performance-related policies and procedures, and partner and improve process quality by partnering with the VP of CS Ops, Quality Assurance, and Workforce Management to monitor adherence and facilitate operational changes as needed.</li><li>Manage and communicate department-wide KPIs and OKRs, and implement actions in a timely and efficient manner to address operational challenges.</li><li>Drive collaboration across Client Success and encourage the team to partner effectively with other functional teams.</li><li>Work with Senior Leadership across the organization to add insight into the customer experience.</li><li>Develop and sustain a culture of service excellence, driving improvements in customer satisfaction.</li><li>Foster a positive team culture that aligns with our company values.</li></ul>
National Debt Relief, LLC
10.2020 - 02.2022
<ul><li>Company Overview: Business and Management Consulting Firm that builds better businesses by bringing constructive collaboration to People, Processes, and Technology</li><li>Help businesses explore ways to utilize current technology better, refine, and focus the use of data as part of their business intelligence and data analytics strategy. This includes an assessment of the current state, a detailed analysis comparing the current state with best practices, recommendations for improvement, and business integration. Additionally, focus on employee engagement and transforming the workplace culture.</li><li>Bring a focus to people in business through workplace culture and employee engagement analysis. Perform complete workplace audits and analysis, develop improvement plans, and provide leadership/employee training. Perform follow-ups as needed.</li></ul>
Culture Architects Consulting
02.2020 - Current
<ul><li>Company Overview: Fortune 50 company comprised of several affiliates/subsidiaries that provide property and casualty insurance, banking, and financial products/services with >84M policyholders, 60K employees, and 19K agents; $3.9B/2018 net income.</li><li>Directed customer care operations of high-volume (national) call center; managed over four hundred onsite/virtual employees, with oversight for $20/annual budget. This included collaborating with peers to establish the business strategy for corporate operational performance and influencing continuous improvements in productivity, quality, and employee performance. Collaborated and drove organizational talent acquisition, coaching/training, evaluation, and constant development. Engaged and communicated with StateFarm.com clients, providing digital and internet technical support to enhance the online experience. Developed best practices, identified trends, and ensured consistent compliance with federal/state regulations and corporate standards.</li><li>Drove achievement of call center/company targets with consistency, while directing up to 30K incoming calls per week throughout the U.S. Delivered the call product on each client account call through operational performance and service metrics; within exacting timelines and cost/budget constraints, reporting directly to the Executive Team and Business Leaders. Ranked #1 call center for State Farm (out of five centers nationally).</li><li>Attained handle-time (less than 5 minutes), with adherence of 92% or better; exceeding target by 15%.</li><li>Achieved quarterly customer satisfaction survey results, consistently exceeded targets by 15%.</li><li>Exceeded quarterly employee satisfaction survey results by 12%.</li><li>Established customer contact center Spanish-language unit (35K operations/employees), providing spoken and written in-language translation services, and resulted in reducing handle-time for in-language calls by 60% (versus using AT&T language line services). Plus, reduced written document transcription turnaround time from 1.5 weeks to 48 hours or less.</li><li>Created engagement policies, service level agreements, and performance metrics.</li><li>Selected to lead the strategic opportunities associated with the start-up of the company's first 24/7, customer-facing internet support initiative, consisting of a hundred-member team providing online technical assistance to over 50M statefarm.com client accounts and over 1M B2B/vendors.</li><li>Created scope of work, vision, marketing relationships, work cadence, communications, training, and staffed multi-site operation; handling over 28K calls and 5K chat sessions per week.</li><li>Spearheaded multiple corporate business issues and consistently selected to serve as a business development test center for new organizational process changes, testing for retail sales and procedures (before national rollout). Ranked as the top operational call center in productivity, quality, customer satisfaction, and employee retention.</li><li>Led Lean effort that drove efficiency gains within the Jacksonville Operation. Reduced staffing at all levels by 50% and budget by 40%, while maintaining production goals and increasing customer satisfaction.</li><li>Collaboratively led corporate staffing initiatives of 3-national call centers, as part of organizational restructuring and retail market growth. Collaboration with peers in the creation of the talent identification processes and procedures, resulting in staffing over 1.4K employees (leaders and representatives).</li></ul>
State Farm Insurance Company
07.2001 - 08.2019
Bachelor of Science Degree - Industrial Management
Montgomery, WV
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