Operations Leader

Timothy Narrow

484-***-**** LinkedIn: Tim Narrow

Charlotte, NC 28206 Email: ***********@*****.***

OPERATIONS LEADER

Extensive experience in leading people, processes, and projects with specific expertise in Operations leadership. Adept at leveraging strong interpersonal and communication skills with proven ability to adapt to varying responsibilities and in navigating others through change management. Strong background in relationship development, fostering partnerships across numerous functional areas, and engaging stakeholders to deliver on initiatives that impact organizational results.

Strategy and Execution Forecasting and Budgeting Cost Control Process Efficiencies Resource Optimization

Analytics Stakeholder Engagement Cross Functional Collaboration Team Building and Leadership

EXPERIENCE

ALLSTATE INSURANCE, Northbrook IL 2007 - 2020

Allstate Operations Sales Regional Business Partner (RBP), Charlotte NC – June 2016 – October 2020

Propelled Operations as Business Partner to Allstate New Jersey (ANJ) and Northeast (NE) Regions, accountable for developing and fostering relationship of more than 5K ABO / PPL Operations organization to ANJ and NE Regions and distribution sales partners.

•Interfaced as member of the ANJ and NE Market Operating Committees (Senior Leadership Team).

•Liaised as strategic partner between the Regional Distribution Channel and Operations.

•Uncovered opportunities to improve distribution relationship, provide insights, and drive results.

•Shared learnings and improvement opportunities back to Operations Leadership.

•Hand selected by senior leadership for a two-month Talent Share leading the Integrated Service Readiness Team.

•Served as RBP relationship partner with Integrated Service; created and communicated senior level metrics and reporting and identified process, trending, and improvement opportunities.

Sales and Agency Support Leader, Charlotte NC – Nov 2014 - June 2016

Directed four exempt reports and overall organization of more than 60 employees with accountability for Re-Quotes, Agency Change, Agent Comp, and Operations Liaisons Teams.

•Partnered with HO Allstate Independent Agency (AIA) Sales Senior Team and regional leadership on production goals and key deliverables.

•Identified, recommended, and implemented strategic direction, goals, and objectives for the department.

•Drove change management within the organization.

•Ensured end-to-end integration and implementation of policies, processes, and standards.

•Managed budgets and expense plans, analyzing current and future global resource demand and availability.

•Conveyed strategy to the team and ensured understanding in owning and achieving established goals.

Operations Enterprise Inspections Services Leader East Delivery Lead, Roanoke VA – Dec 2012 - Nov 2014

Delivered Inspection Services in six eastern regions, with oversight of service, quality, and timeliness. Led five exempt direct reports and facilitated vendor relationship management.

•Supported and partnered with business areas including Regions, Field Product Offices, Underwriting, Encompass Insurance partners, and Agency Offices.

•Communicated with and provided reporting, measurements, and analysis around opportunities, accomplishments, and overall results within Inspection Services.

•Assisted in the education and training of Inspections process with business partners and agents.

Timothy Narrow ***********@*****.*** Page Two

Operations Analytics Lead, Roanoke, VA – March 2011 - Dec 2012

Designed and led the build out of analytics team within Service Delivery. Accountable for marketing and communicating the value of analytics team to service areas throughout Operations Service Delivery area.

•Provided deeper dive analysis to business and service areas including Accounting Services, Inspection Services, ASAP (compliant handling), Policy Processing, People and Culture, and Direct Sales.

•Administered analytic project deliverables.

•Architected and led the Service Delivery holistic impact team (Synergy Team).

•Collaborated as member of the Operating Model and Service Delivery Leadership (SDL) teams.

Complaint Handling (ASAP) Analytics Lead, Roanoke VA – Feb 2010 – March 2011

Developed and led build out of analytics within ASAP complaint handling department. Managed analysis, reporting, and trends associated with customer complaints. Led three direct reports.

Researched and led build out of complaint handling team on Dallas, TX campus.

Aligned as Leader of Network/Assignment Manager Team (receipt distribution area).

Served as leader contact for two ASAP training classes; accountable for meeting key deliverables.

Oversaw team engagement in key initiatives including My Account and Claims Satisfaction Guarantee.

Customer Experience and Innovation (CE&I) Complaint Handling (ASAP), Northbrook IL – March 2009 - Feb 2010

Created and updated metrics associated with the roll out of the ASAP complaint handling process to the field.

Performed deep dives into customer complaint data to identify trends to enhance customer experience.

Provided weekly agency adoption reports to Home Office and field leadership.

Established reporting and metrics to identify and track agency out-of-pattern usage of the ASAP process.

Support Center Manager, Roanoke VA – Jan 2007 - March 2009

Served as frontline leader for Encompass Endorsement and Loss Coding functions. Led on site processing team ranging from 12 to 26 non-exempt employees and training team of four exempt employees.

Managed day to day team operations, monitoring functional quality and production, recognition and team building, and overseeing process improvements.

Prepared reports and presented information to senior leadership and Encompass and Allstate business partners.

Led initiative of sourcing 24 headcount to EXL vendor and coordinated the day to day management of EXL vendor and sourced processes.

Partnered as a member of numerous company and building taskforces and committees.

Recognized with the third quarter 2008 Leadership IMPACT award.

RELATED EXPERIENCE

Albright College, Reading, PA

Director of Housing and Residential Learning Assistant Men’s Basketball Coach

Oversaw daily operation of Housing and Residential Learning Program at Albright College, marketing and advertising on campus housing option to Albright students. Supervised four professional staff, administrative assistant, and 56 student staff with accountability for eight on campus residence halls housing more than 1000 residential students. Assisted head men’s basketball coach with all aspects of coaching at NCAA Division III level including game and practice strategy, player development, opponent scouting, and player recruitment.

EDUCATION

Master of Business Administration (MBA), West Virginia Wesleyan College, Buckhannon WV

Bachelor of Science (BS), Speech Communications, State University of New York (SUNY) at Potsdam

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