Tim Elsishans

Experience

• 

  Going Places, Inc.

  Jul 2004 - Aug 2009

  Travel Consultant

  • Sold travel packages requiring extremely high attention to detail. Excellent sales and customer service skills, including techniques for qualifying the client, closing the sale, up selling, and add-ons to increase commissions.

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  Healthtrax Fitness & Wellness

  Aug 2009 - Feb 2010

  Wellness Program Coordinator

  • Prioritized membership sales. Developed excellent sales techniques, including methods for overcoming objections, and closing the sale. Organized telemarketing and directed front desk customer service as manager on duty

• 

  Champions Skating Center

  Mar 2010 - Jun 2010

  Account Executive

  • Initiated marketing position for 3 regional skating centers requiring outside-the-box and creative marketing techniques to sell advertising space including dasher boards, banners, and sponsorship to local businesses

• 

  The Hartford

  Aug 2010 - now

  *Led root cause problem solving on Average Handle Time, changing the way the entire organization looks at process mapping and waste identification. Delivered a 75 second reduction to high frequency vehicle change transactions for $320,000 savings, while improving the customer experience*Introduced Digital First process to ID card access for customers, delivering a 56 second save*Introduced process improvements to reduce billing call volume from 7,343 transfers in Aug ’17 to 3,691 in May ’18*Completed redesign and implementation of automated process confirmation form to provide 17 data analysis points for Service leaders*Adapted huddles from Adobe Connect to Skype, saving $1,000 per license for over 50 managers*Helped lead Service department in improving employee survey results from 89% favorable in 2017 to *94% favorable Aug YTD with a 300 point increase in response rate *Coached leaders to deliver multiple root cause problem solving improvements, such as driver development, overcoming objections to drive Auto Sales, and improvements in Home close rates from 19.07% in May ’18 to 30.37% in Sept ’18*Designed and developed Standard Work for the Service organization, reducing content to 23 transactions from hundreds of procedures to provide clarity*Developed numerous Excel applications and professional presentations, including automated skills matrices and performance metric analysis calculators*Facilitated performance metric gap analysis training to middle management*Delivered new process changes communication structure, involving underwriters earlier or enhanced content ownership and delivery *Starred in Fishbone Root Cause Analysis training video*Developed curriculum and facilitated Process Confirmation calibration sessions, focused on critical mindset maturity development in outcome-based coaching and waste observation for managers*Developed Sustainment Playbook, an interactive GUI housing best practices for Sustain leaders Show less • Influential leader who expertly performance coached directors, managers, and agents to accelerate implementing a lean management system companywide• Performed nine diagnostic analyses on the organization and skills. Assisted with 41 additional analyses, including voice of the customer, mindsets & behaviors, and process• Presented gallery walk to over 300 sales agents, managers, directors, and senior & executive leaders• Designed implementation of root cause problem solving sessions and demand & capacity tool• Replicated system in satellite office in Allentown, delivering improved results of 3.67 conversions per agent per day, 1.17 home policies sold per agent per day, and customer satisfaction of 80.8%, leading all sites countrywide. Delivered non-productive time result of 22.01%, second among all sites countrywide• Removed integration obstacles with standard work through root cause analysis and innovative solutions Show less • 100% first year retention of Service team consisting of 16 direct reports: highly successful at building relationships and daily employee engagement through dynamic leadership• Delivered recognition, reviews, warnings, terminations, and messages of accountability & strategy• Expert in behaviorally coaching a diverse team to deliver exceptional results over extended periods of time using GROW 2.0 & DDI methodologies. Call center metrics expert: 94% of direct reports above goal in customer availability time and 67% of direct reports above goal in net promoter score in 2015• Process, efficiency, & technology-minded: designed and implemented changes to critical transaction procedures, processed continuous improvement ideas, and provided ideas for innovative call center technology platforms. Certified to contribute to technical procedural documentation • Excellent multi-tasking skills, including use of Microsoft Office suite and company software• Obtained Yellow Belt certification through development of Excel program that organizes data for six key performance metrics from 250 front line employees• Hired and developed top talent: multiple new hires promoted to key positions in career progression Show less • Successfully executed the Virtual Learning Event on Project Management project for close to 80 Leadership Pathways participants involved in their own individual projects in May 2012.• Coordinated, supervised, and trained representatives in automobile product classes for new hires and homeowner’s product classes for tenured representatives as a Rotational Coach. Received top marks in surveys completed by graduates.• Obtained ranking of #2 countrywide as of February 2013 in telephone metrics.• Maintained quality results of 99% in 2012.• Addressed questions from customers with a specialized focus on insurance solutions. Managed policy changes including policy rewrites, and quoted and issued Dwelling Fire, Personal Umbrella, Auto, and Home policies.• Developed high competency in underwriting and problem solving. Show less • Improved results as Underwriting Quality Champion, and drove team to highest underwriting quality results overall through first half of 2011.• Finished 2011 ranked #1 countrywide in telephone metrics.• Facilitated promotion of the Standing Ovation Awards (peer-nominated) and received over 130 nominations in 2011 as member of the Employee Advisory Council.• Specialized in insurance solutions for AARP Customers including auto and home policy changes, billing, and customer retention. Show less

  • Personal Lines Product Owner

    Nov 2018 - now

  • The Hartford Way Sustainability Lead

    Feb 2017 - Nov 2018

  • The Hartford Way Change Agent

    Sept 2015 - Feb 2017

  • Consumer Operations Manager

    Mar 2013 - Sept 2015

  • Customer Care Special Services

    Dec 2012 - Mar 2013

  • Customer Service Representative

    Aug 2010 - Dec 2012