John A. Barrella III
Middleborough,MA
Summary
Strategic leader in SaaS-enabled insurance solutions, driving claims transformation, digital adoption, and measurable improvements in Net Promoter Score (NPS) Expert communicator with a proven ability to present actionable insights to executive stakeholders and align cross-functional teams with a sense of urgency. Skilled in leveraging technologies to streamline claims workflows, enhance customer engagement, and improve data visibility across departments. Experienced in using Tableau to analyze claims performance metrics, identify trends, and inform strategic decision-making. Led high-impact initiatives that reduced claim cycle time, improved accuracy, and elevated policyholder satisfaction. Project lead for claims analyzation efforts, guiding teams through technology implementations, workflow redesign, and change management. Champion of continuous improvement, applying data-driven methodologies to enhance scalability, reduce operational risk, and support long-term growth. Former Chairman of finance and strategic planning committees; provided oversight for $115M insurance budget and served on multiple industry boards
Overview
2026
2026
years of professional experience
Work History
Senior Customer Success Manager
CCC Intelligent Solutions
01.2022 - Current
- Manage strategic relationships with Fortune 50 insurance clients, driving product adoption and claims severity cost containment and process optimization
- Partner with sales, product, and marketing teams to deliver a unified customer experience across the claims lifecycle
- Collaborate with scoping, planning, and execution of claims projects
- Identify and execute growth opportunities by aligning customer goals with new feature rollouts and innovative use cases
- Conducted regular Executive business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication
- Leverage customer feedback and analytics to enhance claims experience and streamline operational workflows
- Build and maintained strong relationships with senior stakeholders to promote claims solutions and increase platform utilization
- Monitor and improve key CX metrics including CSAT and Net Promoter Score (NPS), driving continuous performance gains
- Deliver KPI analytics using Tableau translating complex data into actionable insights to improve customer success metrics
Senior Network Field Operations and Strategy
Allstate Insurance
2016 - 2022
- Led remote B2B/B2C operations across East Coast Contact Centers, driving digital adoption and Salesforce CRM optimization
- Enabled $232M investment through financial modeling and strategic analysis
- Directed vendor strategy for 65+ partners, integrating tech solutions and improving roadside service delivery
- Spearheaded customer service initiatives and partnered with leadership on business strategy and communications
- Delivered market insights to inform strategic planning and improve operational KPIs
- Negotiated contracts and managed relationships with 40+ vendors across major markets
- Achieved profitability through cost reductions, capacity expansion, and executive stakeholder alignment
- Honored as an Allstate All-Star Ambassador for philanthropic leadership
- Elected President of an enterprise-wide transformation initiative focused on employee engagement and organizational improvement
- Partnered with Senior Executives to develop new U.S. employee policies, enhance internal communication channels, and deliver strategic project updates
- Recruited, led, and motivated a cross-functional team of 48 professionals to drive operational clarity and elevate customer service delivery
- Increased revenue by 29% through provider base expansion and strategic support channel development
- Spearheaded partner sales initiatives that resulted in a 63% growth of the provider network
Remote Network Field Operations Manager
Allstate Insurance
01.2016 - 01.2018
- Increased regional roadside market by 45% through structured product and project management.
- Launched a crowd-sourced roadside tech solution, aiding 75,000 customers in 4 years.
- Recruited and led 50+ service providers, offering clear leadership and direction.
- Leveraged R&D data for actionable insights and recommendations.
- Negotiated and led a national project saving $1MM in expenses.
- Advanced market growth via expansion and automation strategies.
- Developed operational and finance plans to scale a start-up into a profitable business.
District Sales and Strategy Manager
Genuine Parts Company / NAPA
01.2013 - 01.2016
- Directed operations in a district of 80 locations, providing strategic leadership and driving performance excellence
- Conducted in-depth business analysis to deliver actionable recommendations on model structure, market trends, brand positioning, and competitive intelligence
- Oversaw and expanded Direct, Indirect, Major, and Enterprise B2B/B2C channels, leading to an 18% increase in market share.
- Earned multiple national and regional accolades for outstanding sales performance:
- Top 5% National DSM, 2014 & 2015, #2 Regional DSM for Year-over-Year Sales to Quota, 2015, #1 in Sales to Quota, #2 District Sales Manager in Sales to Quota nationwide
General Manager
Advance Auto Parts
01.2010 - 01.2013
- Implemented high-performance customer service and sales cultures in multiple stores. Improved stores’ profitability 68% YoY by improving operational, sales, and customer service functions.
- Managed 30 direct reports, a $5,000,000 P&L and oversaw all store functions, hiring and sales quotas.
Education
Executive Leadership Management Program -
The Wharton School, University of Pennsylvania
Executive MBA Program - undefined
The D'Amore-McKim School of Business, Northeastern University
Bachelor of Political Science - undefined
University of Maryland, Baltimore County
Skills
- Strategic decision-making
- Approachable demeanor
- Ability to operate with sense of urgency
- Cross-functional teamwork
- Customer engagement
- Strategic issue analysis
Timeline
Senior Customer Success Manager
CCC Intelligent Solutions
01.2022 - Current
Remote Network Field Operations Manager
Allstate Insurance
01.2016 - 01.2018
District Sales and Strategy Manager
Genuine Parts Company / NAPA
01.2013 - 01.2016
General Manager
Advance Auto Parts
01.2010 - 01.2013
Executive MBA Program - undefined
The D'Amore-McKim School of Business, Northeastern University
Bachelor of Political Science - undefined
University of Maryland, Baltimore County
Senior Network Field Operations and Strategy
Allstate Insurance
2016 - 2022
Executive Leadership Management Program -
The Wharton School, University of Pennsylvania
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