Tucker Norris
Cleveland,OH
Summary
Experienced insurance professional with over 25 years of diverse expertise. Demonstrated success in fostering a learning culture that directly supports organizational growth and achievement. In an ever-changing and uncertain world, anticipation and innovation are key – it's about skating to where the puck is going, not where it currently is. Technology serves as an accelerant, aiding in the pursuit of the overarching vision, rather than being the solution itself.
Overview
26
26
years of professional experience
Work History
Head of Claims Learning
Progressive Insurance Companies
11.2015 - 12.2024
- Accountable for leading the learning function of the following business areas: Process, PMO, Design, Digital, Delivery and Vendor Acquisition
- Tasked with establishing the strategic direction for the claims learning organization in support of enterprise-level objectives, initiatives and the 65k+ employees comprised
- Successfully delivered against audacious goals throughout historic levels of organizational growth and profitability by collaborating with business leaders/sponsors to manage expectations and execute on established priorities
Claims Process Director – CX & Learning
Progressive Insurance Companies
01.2021 - 01.2023
- Awarded expanded oversight to include Claims corporate process ownership of Customer Experience (CX).
- Responsible for analyzing data, developing operational initiatives, establishing an agenda, and creating action plans to positively impact organizational performance in support of the 34 million+ Policyholders nationwide.
- Demonstrated strong organizational and time management skills while managing multiple projects and initiatives.
Claims Leader (Supervisor–Sr. Manager)
Progressive Insurance Companies
03.2004 - 11.2015
- Accountable for the performance/oversight of approximately 250 total FTEs handling between 12-15% of the company’s total claim volume
- Responsibilities included, but were not limited to: Leading, coaching, and developing employees to ensure accuracy, quality, and efficiency of claims handling; Directing initiatives that cultivated a positive work environment; Creating, implementing, maintaining a culture that fostered a superior customer experience; Identifying team weak points and implementing corrective actions to resolve concerns.
Education
Business Administration -
The University of Texas At Arlington
Arlington, TXSkills
- Deliverer: Follows through on commitments, which in turn builds trust and respect among others
- Problem Solver: Loves uncovering flaws, diagnosing problems and coming up with solutions
- Believer: Actions are driven by core values that cannot be compromised at the expense of success
- Winner: Turns any mundane task into a challenge because the feeling of competition is essential
- Strategist: Looks at the big picture, enabling sustainable pathways forward
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