Customer Service Sales

Gary Booth

*** *********** ***, ********, ** ****0

Phone: 434-***-**** * Cell: 434-***-**** * Email: ***********@*****.***

Senior Insurance and Financial Services Officer

Innovative and optimistic senior executive leader with extensive insurance and financial services experience driving

optimal performance and transformational change. Proven track record of executing and achieving tactical and

strategic business goals, driving shareholder value in both sales and service operations. Excellent communication

and relationship building skills with a strong focus on customer satisfaction and talent management. Areas of

expertise include:

Strategic Planning & Execution Talent Development

Budgeting & Expense Management Operational Effectiveness

Risk Management & Financial Controls Sales & Service Leadership

Process Improvement & Lean Manufacturing Change Management

Professional Experience: Lincoln Financial Group and Jefferson Pilot Financial, 1992-2014. Greensboro, NC

27420

Vice President, Claims and Unclaimed Property, 2009-2014. Responsible for leading the Life, Annuity and LTC

claims operations with a $10M operating budget and management of 120 FTEs plus two TPA relationships.

Successfully led the administration of claims across multiple products lines with annual payouts in excess

of $5 billion dollars.

Consistently received high customer satisfaction scores from both sales representatives and beneficiaries

(Net Promoter Scores of 92

Consistently delivered on key performance indicators for processing and call center functions.

Developed and implemented the vision and strategy for LFG’s initial self-service functionality for claim

notification via the web. Monthly site visits increased by 37% in 2012.

Responsible for delivering some of the highest scores of employee engagement within LFG resulting from

an enterprise wide engagement survey conducted in 2012.

Vice President, Customer Service and Claims Administration, 2006-2009. Provided leadership to various service

areas, assuming additional responsibilities each year with a $6.4M operating budget and management of 145 FTEs

in multiple locations.

Responsibilities included premium administration, disbursement processing, illustrations, tax reporting,

claims administration, indexing functions and a project management office consisting of business analysts

and project managers to manage various technology projects within customer service.

Successfully managed the integration of service functions from the Jefferson Pilot and Lincoln Financial

sites and achieved targeted cost savings of 15% (6 months ahead of schedule).

Provided business leadership for the successful consolidation of 14 admin systems down to 4 as part of

the overall integration and process simplification strategy.

Gary Booth Resume – Page 2

Vice President, Lincoln Financial Distributors - Operations, 2006. Responsible for leading the Project

Management office within LFD, the Selling Agreement Administration function for broker dealers, and the Life

Case Management function for the Edward Jones account.

Successfully implemented a unified compensation structure for two different sales channels as part of the

Jefferson Pilot/Lincoln Financial merger in 6 months.

Developed and deployed a customer centric contact model for operational issues impacting the

distribution sales team to enable business growth.

Created new reporting metrics and controls for the life case management function as part of the overall

new business process and supported a 45% increase in term applications.

Vice President, Agent Contracting and Compensation, 2005-2006. Accountable for leading all aspects of

producer contracting and compensation support for Jefferson Pilot Financial with an operating budget of $5.6M

and management of 103 FTEs in two locations.

Successfully delivered 3 automated solutions to improve our service delivery which included a new

compensation system, a workflow platform, and the implementation of call tracking.

Achieved CBA savings of 16 FTEs within 6 months of the automation implementations.

Implemented Lean Manufacturing principles and adopted visible metrics for key performance indicators.

Assistant Vice President, Client Relationship Management, 1998-2005. Created the corporate strategy and built

a new start- up operation for Jefferson Pilot Financial to increase business retention and profitability with 21 FTEs

in either a direct sales or sales support capacity.

Created multiple business retention strategies and successfully retained $1.2B in Life and Annuity assets

in 6 years.

Developed sales strategies and incentives to consistently exceed annual goals.

Held the #1 and #2 leadership positions in annuity sales for two consecutive months in 2001 among all

distribution channels.

Launched a new marketing campaign in 2002 to existing customers that resulted in $7.9M in new

deposits.

Manager, Annuity Operations, 1996-1998. Built a new operations team to support both new business and

customer service functions for Jefferson Pilot’s fixed annuity business for the brokerage and career distribution

channels.

Jointly achieved annual cost savings of $700K.

Marketing/Sales Specialist – Annuity Sales, 1994-1996. Developed marketing material and field communications

for Jefferson Pilot’s fixed annuity business and provided technical support to distribution partners.

Pension Administration/Sales, 1992-1994. Provided plan administration to Jefferson Pilot’s defined contribution

pension plans and subsequently provided sales support for Jefferson Pilot’s IRA, 403(b) and 457 retirement plan

businesses.

Education:

Masters in Business Administration, Averett University, Danville, VA

BS Finance and Management, Virginia Tech, Blacksburg, VA

Industry designations: FLMI, AFSI, ACS, AAPA, and NASD Series 6 license

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