TRACY R. PATTERSON
Manchester,CT
Summary
Experienced Operations Leader | Customer-Centric Strategist with a vision. Proven track record of optimizing business processes, leading high-performance teams, and delivering exceptional customer experiences for over 20 years. Highly regarded for generating innovative solutions, streamlining operations, and spearheading customer-centric strategies across diverse industries. Demonstrates expertise in navigating change, fostering collaboration, and influencing executive stakeholders to successfully achieve strategic objectives.
Overview
19
19
years of professional experience
Work History
Operations Director – Middle Market Field
Travelers Insurance Companies
03.2021 - Current
- Lead a team of senior leaders to drive and execute a customer-focused operational strategy aligned with organizational goals, achieving a 15% increase in customer satisfaction scores through enhanced service delivery.
Operations Director – Loss Sensitive Receivable Management
Travelers Insurance Companies
03.2017 - 03.2021
- Developed and implemented comprehensive customer servicing strategies, improving service delivery times by 25% through operational efficiency and workflow optimization.
Operations Manager – Middle Market Field
Travelers Insurance Companies
10.2013 - 03.2017
- Oversaw a team of 16+ account managers, enhancing customer onboarding processes to improve cycle times by 30% and meet client service-level agreements.
Operations Manager – Agency Operations
Travelers Insurance Companies
05.2006 - 10.2013
- Directed daily operations of agency contracting, licensing, and appointments, meeting all regulatory and compliance standards.
Education
Master of Business Administration (MBA) - undefined
Capella University
Bachelor of Science in Entrepreneurship - undefined
Central Connecticut State University
Communityinvolvementleadershiproles
- Board of Education, Secretary | Town of Manchester
- Pension Board, Board Member | Town of Manchester
- Travelers Black African American Diversity Network (BAA DN), Chair
Certificationsskills
- Leadership: Change Management, Executive Stakeholder Management, Strategic Planning
- Operational Excellence: Lean & Six Sigma Principles, Process Optimization, Financial Planning
- Customer Experience: Service Strategy Development, Cross-Functional Collaboration, Customer Insights Integration
- Technical Skills: Performance Monitoring & Reporting, Data-Driven Decision-Making
Affiliations
National African American Insurance Association
Timeline
Operations Director – Middle Market Field
Travelers Insurance Companies
03.2021 - Current
Operations Director – Loss Sensitive Receivable Management
Travelers Insurance Companies
03.2017 - 03.2021
Operations Manager – Middle Market Field
Travelers Insurance Companies
10.2013 - 03.2017
Operations Manager – Agency Operations
Travelers Insurance Companies
05.2006 - 10.2013
Master of Business Administration (MBA) - undefined
Capella University
Bachelor of Science in Entrepreneurship - undefined
Central Connecticut State University
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