Operations Management Professional - Service Center Operations
Resume:
James G. Hannigan, Jr.
* ******* ***** 518-***-**** c.
Wynantskill, NY 12198 r8sds9@r.postjobfree.com
Operations Management Professional with 17+ years experience in numerous areas
of responsibility, including creation and management of a Customer Service Call
Center with excellent track record of success. Pro-active, analytical, process
driven professional with focus on meeting deliverables and business
requirements. Strong skills in critical thinking, interpersonal interactions,
team facilitation/leadership and application of LEAN principles to gain
efficiency.
Core Competencies
Operations Management Call Center Management
Staff Development LEAN Principles
Team Facilitation / Leadership Strategic Planning / Tactical Implementation
Professional Experience
Phoenix Life Insurance Company, East Greenbush, NY 1992-2010
AVP: Distributor Service Organization New Business (2007-2010)
Department head responsible for all operational, budgetary, financial, system
priorities and staffing functions of department with over 100 employees.
Responsible for staffing/development of Life New Business Underwriters and Case
Managers across multiple sites, including remote staff. Managed for budget
planning and monthly oversite of $10M annual budget. Coordinated development and
implementation of departmental policies and procedures while maintaining
alignment with all corporate policies and procedures.
Collaborated with Distributor Alliance Team, regional sales organization, and
agents selling 30 Phoenix products.
Processed approximately 25,000 life applications generating $60M in first year
premium.
Applied Lean Principles to new business processes, reducing days to issue from
48 to 25 in six months. Increased customer satisfaction from 48% to 71%, while
application volume increased 17%.
Responsible for annuity new business processing for all distribution partners.
Achieved the Extra Mile Award for performance.
AVP: Pro-Active Services (2006-2007)
Director: Pro-Active Services (2003-2006)
Manager: Pro-Active Services (2001-2003)
Responsible for staffing/development of all shared operational services to
include:
Key Accounts: Maintained and developed ongoing relationships with our valued
distribution partners national accounts.
Pro-Active Services and Initiatives: Identified, developed, and implemented
programs that enhanced the service experience of customers while increasing
revenue. Created a program for increasing universal life deposits.
Transformation and Growth: Operational improvement and implementation of LEAN
principals for all operational processing functions.
Metrics and Reporting: Identified, gathered and reported data relative to the
productivity and cost benefit of all processing operational areas utilizing
Excel.
Quality Control and Assurance: Developed and implemented quality control for all
operational processing areas to include Call Center Operations.
Corporate Training: Combined training activities across three home office
locations. Managed the deployment of corporate training resources.
Redesigned and implemented an Interactive Voice Response Unit and Automated
Workflow Distribution System (AWD). Participated in the development and
implementation of new products and procedures impacting mainframe processing and
Service Center procedures.
Recipient of Phoenixs first company-wide Leadership Award.
Manager: Variable Universal Life Client Services (1999-2001)
Relocated the Variable Life Customer Service Operations from Massachusetts to
New York without an interruption in then-current service levels. Successfully
developed new call center to support highest growth line of business during
period of compounding growth rate in excess of 100% over several years.
Provided development and management of 40 customer service representatives and
supervisory level employees. Reviewed and refined the functions of the Call
Center to exceed the expectation of our Clients and Producers in a highly
regulated environment. Redesigned the service center form functional
departments to cross-functional teams to ensure flexibility and continuity.
Manager: Client Relations (1994-1999)
Responsible for the researching and responding to all complaints for the
Individual line of life insurance, including all State Insurance department
inquiries and complaints. Worked to resolve complaints in the best interest of
the policyholder, advisor, and company. Managed and coordinated the
investigation of advisors, working closely with senior management, the Law and
Actuarial Departments on highly sensitive maters.
Addressed client and advisor escalations.
Participated in the Alternative Dispute Resolution of a class action lawsuit
settlement representing Phoenix in Arbitration Hearings in accordance with the
terms of the settlement agreement.
Associate Manager: Client Services (1993-1994)
Customer Service Associate (1992-1993)
Education / Professional Accreditations
State University of New York, Empire State College, Saratoga Springs, NY
BS in Business, Management & Economics
Hudson Valley Community College, Troy, NY
A.A.S. Marketing
National Association of Securities Dealers Series 26 Registered Principal
National Association of Securities Dealers Series 6 Registered Representative
Life Office Management Association: Associate Customer Service
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