Insurance Operations Leader with 35+ Years Experience

RICHARD TILLIS

614-***-**** ********************@*****.***

Summary

Results-driven insurance and operations professional with 35+ years of experience across insurance operations, service delivery, software support, and leadership. Proven ability to manage large teams, improve operational efficiency, support enterprise insurance systems, and deliver high-quality customer service. Advanced Excel user with strong analytical, reporting, and process-improvement expertise.

Skills

Hard Skills

Property & Casualty Insurance (Licensed – Ohio)

Insurance Operations & Policy Administration

Advanced Microsoft Excel & Data Reporting

Insurance Software & System Support

Budgeting, Forecasting & Financial Tracking

Soft Skills

Team Leadership & Supervision

Customer Service & Client Support

Training, Coaching & Knowledge Transfer

Analytical & Problem-Solving Skills

Written & Verbal Communication

Experience

Integrity Operations 01/2023 to Current

Owner / Operator

Manage end-to-end operations for commercial and residential services, including painting, landscaping, and fencing projects.

Coordinate scheduling, vendor sourcing, and customer communications to ensure 100% on-time project completion.

Oversee budgeting, invoicing, and cost controls, maintaining consistent profitability across projects.

Deliver customer-focused service, generating repeat and referral business through quality workmanship.

XDimensional Technologies 01/2016 to 01/2023

Program Support Analyst (Remote)

Supported insurance software users nationwide, resolving system, workflow, and processing issues.

Delivered remote, phone, and written training, reducing recurring user errors, and improving system adoption.

Documented workflows and issues accurately to support knowledge base updates and issue resolution.

Maintained high customer satisfaction by meeting service-level expectations across diverse client environments.

Aon Private Risk Management 01/2007 to 01/2016

Director of Service Operations Jacksonville, FL

Led and developed a team of 16 Customer Service Specialists, improving productivity and service quality.

Conducted performance reviews, audits, and coaching, contributing to measurable performance improvements.

Supported hiring, onboarding, and training initiatives, ensuring operational continuity and staff readiness.

Prepared salary budgets, production reports, and participated in program management and accounting advisory teams.

Citizens Property Insurance 01/2006 to 01/2007

Technical Resource Specialist Jacksonville, FL

Responded to high-volume inquiries from agents, policyholders, and mortgage companies regarding policies and payments.

Provided underwriting guidance and issue resolution in compliance with regulatory requirements.

Improved call resolution efficiency by delivering accurate first-call support.

Maintained detailed documentation to support compliance and service quality standards.

Golden Eagle Insurance 01/2002 to 01/2006

Operations / Administrative Manager Johnstown, OH

Led operational improvements and managed training programs across insurance products and procedures.

Produced monthly Excel reports on production, sales, premiums, claims, and loss ratios to support leadership decisions.

Oversaw claims management and accounts receivable, improving turnaround times and financial accuracy.

Coordinated cross-carrier quoting, renewals, and proposals, ensuring accuracy and compliance.

Nationwide Insurance 01/1988 to 01/2002

Supervisor II – Distribution & Fulfillment Columbus, OH

Supervised production and quality for 50 internal employees and 75–100 outsourced staff.

Managed budgets, performance metrics, and workflow optimization to maintain operational efficiency.

Served as project lead for new product launches, outsourcing initiatives, and department orders.

Created Excel-based inventory and fulfillment reports supporting 130+ state-specific insurance products.

Education and Training

Business Management & Accounting Coursework

Columbus State Community Colleg Columbus, OH

Diploma with Distinction

Marion Franklin High School Columbus, OH

CERTIFICATIONS & ADDITIONAL TRAINING

Ohio Property & Casualty Insurance License

Customer Service Certification

Understanding People Course – Ohio Bible Institute

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