Michele Means

Accomplished leader with a depth of experience in leading Auto claims, First Notice of Loss, Contact Centers, start-up operations and creating training processes and structures for new hires. Prioritizes relationships, leveraging the realized and unrealized potential in people to meet common goals. Focuses on community; in and outside the organization, creating a high performing autonomous environment where diverse talents are celebrated and everyone feels valued and empowered to be curious, creative, and free to lead according to their strengths. Leads with a bias towards relationships, utilizing engagement and data to drive results and elevate individual and collective performance.

LEAP/ETEXT Pilot and expansion, April 2019-July 2020

Identified a gap with associates being prepared for claims once out of technical training. Created the structure for ETEXT (Employee Training Extension), a pilot in the Atlanta hub, to create a 4 week training program in the live environment to provide additional support for new associates during the transition. The success of the pilot resulted in scaling the structure to multiple claim segments. Continually improving the processes based on feedback and new associate performance. Created a constant feedback loop to training partners, which resulted in improvements to the technical training curriculum. Proficiency for new associates as well as associate engagement improved as a result of this initiative. Currently lead its new iteration for the segment: LEAP (Learning Extension and Associate Progression)

Community Board Sponsor, Auto ILR:

Provide support and guidance for community activities for Atlanta Auto ILR (AILR). Leadership team influences and engages our associates with opportunities to plan, execute and serve in volunteer opportunities monthly. Partners with the local office of Corporate Responsibility, and ParkLink to support company sponsored events and creates internal events for the community.

Low Customer Effort/Customer Effort Analytics

Section Manager sponsor for engaging the segment with roll-out of Low Effort Customer Experience as part of the contact center strategy. This created a mindset shift in how we interact with the customer to simplify processes and improve the customer experience and retention.

Pre-selection Hiring Project:

Co-Led a collaboration with multi-segments and Human Resources to improve the quality of candidate hiring.

Segment Quality Sponsor:

Co-lead all segment initiatives related to quality, conducting surveys, implementing new technologies and creating segment action plans to improve the quality of First Notice of Loss Claims.