Traci Maslanka
Abington,MA
Summary
With 25 years of experience in the agency environment, prioritized expanding skill set and enhancing the value brought to the organization. Held a commitment to continuous learning extends from acquiring institutional knowledge to staying updated on technology advancements, as well as developing leadership and management skills. Throughout my career, the objective has been to provide unwavering support in any capacity necessary for the agency's success, growth, and profitability. Always strive to foster a collaborative working environment that promotes teamwork and inclusivity for all employees.
Overview
25
25
years of professional experience
Work History
Digital Experience Manager
Eastern Insurance (Acquired by Gallagher)
01.2022 - Current
- In this newly developed role, identified industry related digital tools in support of improving Eastern Insurance customer experience including those incorporated into existing EPIC framework
- Facilitate regular discussions with Applied/EPIC product development partners for greater awareness of investments into digital advancements, to monitor progress with desk level efficiencies and resulting improvements in all product based customer interactions
- Also, investigated various sales enablement tools in the marketplace to identify most comprehensive product which would be most impact for all departments
- Conducted various pilots with these vendors to review products prior to committing to initiating an onboarding process
- Engaged with Applied to evaluate and engage EPIC’s current features and explore new features in the pipeline that could support agency enterprise wide
- This role is responsible for identifying and assessing applications of new technology and vendors and managing delivery and communications related to self-service and / or digital tools.
- Created and managed EPIC reports production/timing strategy based on product-based business unit needs.
- Identify efficiencies relating to system function and reports delivery to management.
- In addition, onboarded two new role, reporting specialist and systems auditor
- During transition due to acquisition, participated in integration weekly meetings to help ensure identifying any potential issues prior to converting network and equipment.
- Participated directly with teams during go live to help mitigate issues and identifying which issues needed to be escalated on wider scale.
- Served as go between EPIC Implementation team and business lines to review updates in data to adapt to Gallagher processes.
- Worked with business line leaders to facilitate decisions needed during this time.
- Supported implementation team in updating data to ensure migration performed as expected.
- Pursuing project management certification during this time.
Marketing Manager Personal Lines, VP
Eastern Insurance
01.2017 - 03.2022
- Continued responsibilities below along with added responsibility after being promoted
- Continued to manage our marketing and policy issuance teams which grew to over 20 direct reports
- Helped streamline the quote to issuance process by facilitating collaborative meetings between teams and sales teams
- Implemented monthly meetings to review internal processes then “Get to Know Carrier” series
- Continued relationships with partner carrier marketing representatives adding in working with our executive team to manage profit sharing
- During this time worked with our comp
- Rater vendor and application solution manager to convert our rater from a desktop application to an online platform, including gathering security information, testing our carriers’ rates and providing impactful feedback to the vendor to ensure accurate rates
- In this role was instrumental in our conversion from AMS360 to EPIC
- Working with our technology team, our business line leaders and various team members to develop processes, identify migration cleanup projects, create efficiencies to ensure we utilized all aspects of EPIC possible
- Worked with teams to develop reports process and understand the segregation of duties required by our owner Eastern Bank
- After implementation continued to be a Product Owner that worked as a team to ensure each department had a line of sight of what changes were being requested and how they would impact other teams, in a positive or negative way
- Helped develop personal lines SOX audit processes to satisfy banks requirements due to going public
- Responsible for submitting these reports monthly to ensure satisfactory audit scores
- Worked with our acquisition team at Eastern to understand new markets we need to review, review data samples prior to migrating to our system and served as an ambassador for Personal Lines to welcome our new team members to ensure a smooth transition and understand expectations during the acquisition and adoption of our processes.
Marketing Manager Personal Lines, AVP
Eastern Insurance
02.2012 - 01.2017
- In this newly created role to the agency, developed and enhanced processes to create efficiencies in our marketing and policy issuance stages for PL
- Maintained our personal lines intranet along developing our sales and service model forms along with our training team
- During this time developed relationships with our marketing representatives at our partner carriers to monitor our production reports
- Responsible for consolidating carrier communications to each of our teams to ensure the same message was given to those it affected
- During this time helped implement DocuSign usage into our daily roles, setting up a process for our expense reports to be submitted to accounting along with usage in our personal lines processes
- Worked with carriers and regional managers to implement marketing strategies to increase organic growth after we onboarded numerous new producers
- Managed relationship with our comparative rating vendor along with aiding in the maintenance of the application with our Application Solutions manager.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
Personal Lines Supervisor
Eastern Insurance
05.2008 - 02.2012
- Led the development and implementation of the specialized marketing team at Eastern after being acquired in 2008
- This team helped broaden our reach for organic growth in Personal Lines with our newly developed Inside Sales team
- Specialized in the market placement of our high-net-worth clients
- Along with managing the marketing specialist group also developed and maintained our Personal Lines intranet which provided resources for not only marketing, sales but also our customer service and private client team.
Client Services Executive, Personal Lines
MF&T Insurance (Acquired by Eastern Insurance)
01.2000 - 05.2008
- Member of collaborative team of highly motivated and experienced client service executives that maintained high levels of customer service with our personal line’s clients.
Skills
- Platform expertise
- Communication
- Creativity
- Tactical problem solving
- Performance Management
- Policy Implementation
- Business Development
- Staff Development
- Time Management
- Team Leadership
- Complex Problem-Solving
- Cross-Functional Teamwork
Personal Information
Title: Digital Experience Manager
Timeline
Digital Experience Manager
Eastern Insurance (Acquired by Gallagher)
01.2022 - Current
Marketing Manager Personal Lines, VP
Eastern Insurance
01.2017 - 03.2022
Marketing Manager Personal Lines, AVP
Eastern Insurance
02.2012 - 01.2017
Personal Lines Supervisor
Eastern Insurance
05.2008 - 02.2012
Client Services Executive, Personal Lines
MF&T Insurance (Acquired by Eastern Insurance)
01.2000 - 05.2008
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