Janet M. Pendexter, AAI, AOC

Experience

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  AAA Massachusetts/New Hampshire

  Jan 1991 - Jan 1997

  Director, Insurance

  o Bottom line responsibility for AAA's insurance operation. Key member of senior leadership team that engineered the AAA group discount program for Massachusetts AAA memberso Member of senior leadership team for Quality Improvement throughout AAA clubs countrywideo Lead 60 sales and service associates with responsibility for 35,000 client accounts with $36M in annual billing o Led contract negotiations and conceived marketing strategies for carrier relationships. o Provided internal management consulting to clubs nationwide to drive client satisfaction and bottom-line growtho Integrated the insurance services of AAA Vermont and AAA New Hampshire into a dynamic and cohesive operation: AAA Northern New England; established the $10M site in Maineo Received the prestigious National Award for marketing efforts Show less

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  AAA Northeast

  Jan 1997 - Jan 2002

  Vice President-Operations

  o Directed 65 % of AAA Southern New England’s bottom line with more than 200 employees, across 26 offices and main contact center with $100M in annual insurance premiums and net income of approximately $9M o Key member of the team that introduced competition into the Massachusetts auto insurance market and positioned AAA Insurance Agency as the market leader.o Restructured a partnership with a leading insurance company that drove $45M in client savings, insured over 450,000 AAA members and drove over $1M direct to bottom line revenueo Increased property / casualty insurance revenues in AAA Insurance Agency from $12M to $80M and long term care, group health, dental, and life benefits from $1M to $20M annuallyo Agency of the year for Travelers in 2000 based on significant revenue, creative marketing and strong loss ratio resultso Directed and guided all efforts of a multi-tiered workforce, consisting of over 90 sales agents, 2 insurance trainers, and more than 100 call center staff across 25 locations o Provided strategic-level planning/budgeting/marketing for all insurance operations o Developed and marketed programs, including a significant LTC program that met members' needso Represented the organization to the media and public regarding legislative insurance issues and company services; advised AAA clubs across the US on marketing and operational improvementso Created a cross-functional team of managers that delivered world-class customer service by expanding the call center, developing sales training, executing over 200 initiatives, and providing hands-on training to staff Show less

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  Mastors & Servant, Ltd

  Jan 2002 - Jan 2007

  Vice President-Operations

  o Directed all operations functions, including infrastructure, sales, contact centers, human resources, building, financial reporting, and service operations o Bottom line accountability for organization – 80 staff members and $80M in annual insurance premiumo Designed and executed leadership program, enabling and empowering staff to operate in innovative self-directed work teamso 2005 agency of the year for EMC based on business planning approach, significant revenue increase and significant loss ratio decrease. Invited to share business approaches with other successful agents across the nationo Spearheaded strategies to maximize productivity and best practices for providers of health, commercial, and contracting insurance o Developed full strategic analysis as well as supporting plans and budgets Show less

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  Pendexter Consulting Group

  Jan 2006 - Jan 2016

  President - Lead Consultant

  In this entrepreneurial role, I partnered with client executives to explore business goals, define operational needs, and create strategies to address and resolve performance gaps.o Consulting with clients to assess needs and close performance gaps o Proving sustainable solutions to meet operational requirements while driving enhanced revenue sourceso Established Commercial Lines insurance sales operations in a formerly Personal Lines only agency

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  Unum Insurance Company

  Jan 2008 - Jan 2010

  Director

  In this role, I managed the sales and service operations within the Boston regional office, orchestrated improvement projects, and drove revenue growth.o Coordinated all activities and drove improvement projects in the Boston region sales office including the sales and services functions leading to strong growth in overall revenueo Office improved ranking from #5 to #2 amongst its peers for sales, bottom line revenue and service satisfaction  Led sales, revenue and profits, and customer service satisfaction performance improvements resulting in office rank moving from fifth to second place among peers. Show less

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  Liberty Mutual Insurance

  Apr 2010 - Jan 2014

  Director, (Lean) Process Execution

  In this role, I led Commercial Lines operations to ensure consistent adherence to company policies and practices by the Business Insurance underwriting team members and to drive consistent achievement of short- and long-term production, risk mitigation, and client retention goals. o Hand selected by Chief Underwriting Officer to lead the Process Execution arm of the newly created $6 Billion organizationo Led implementation of key strategic initiative in Middle Market, impacting nearly 700 employees leading to successful rationalization of portfolioo Drove profitable outcome for Middle Market, reducing combined ratio from over 113 to under 100 in 4 yearso Collaborated and ensured consistently executed underwriting processes to continuously meet short and long term goals of the Business Insurance underwriting teamso Guided problem solving at the Senior VP level addressing significant sized problems that cut across multiple organizations within Commercial Insurance while building innovative and sustainable solutions Show less

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  Liberty Mutual Insurance

  Mar 2014 - Jan 2016

  Principal Lean Management Consultant - Corporate Strategic Services

  During the final phase of my tenure with this major insurer, I engaged with executive and senior vice presidents to introduce Lean/Six Sigma principles to drive strategic level thinking. Initiated methodology training programs within the consumer contact centers, corporate legal services, and commercial claims teams. I fostered the adoption of tenets and instilled a continuous improvement mindset among leaders and team members.o Coached and supported the executive heads of several businesses/functions and their respective leadership teams throughout their LEAN journey to ensure the full understanding and installation of LEAN principles and practices driving a continuous improvement mindset across their organizationso Facilitated Value Stream and Problem-Solving workshops, expanding their thought process and managing style to embrace the Lean and Customer Journey conceptso Assessed skill sets of Lean deploying teams and developed activities to deepen their talents and build repeatable processes and tools to continuously improve Customer Value and increase transparency into their work Show less

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  Arbella Insurance Group

  Jan 2016 - Jan 2019

  Assistant Vice President Operations

  While holding this position, I guided the Operations' Contact Centers, Billing & Commissions, and Underwriting Operations teams including the Policy Processing, Records Management and Distribution arms. I encouraged attention within contact centers to the “Voice of the Customer” to identify client issues, shifting and emerging market demands, and process improvement opportunities. o Guided and aligned Operations’ teams supporting all aspects of underwriting organization, policy processing, billing and commissions, distribution and records management and contact center operationso Managed billings for over $800M in premium and commission outlay of over $100Mo Utilized KPI’s to uncover opportunities to improve overall customer satisfaction and work efficiencieso Achieved and maintained a 98% Customer Satisfaction rate through coaching organization to be innovative in thought and improve efficiencies to meet and exceed customer expectations o Managed Contact Centers operations to listen to the Voice of the Customer identifying key areas for improvement and enhancement Show less

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  SEI

  Jan 2019 - Jun 2022

  Business Technology Consultant

  SEI is a business and technology consulting firm committed to consistent delivery and collaborative partnerships. Founded in Cincinnati in 1992, SEI now employs more than 330 consultants across the United States.With support from our national organization, our seasoned local teams take a holistic approach to new engagements, working with client stakeholders to solve problems efficiently, sustainably, and at scale. No matter the project, our consultants ensure that solutions meet clients’ short-term needs and long-term goals. We support critical client needs in the areas of Data & Analytics, Technology Enablement, Information Security, Strategy & Operations, and Concept to Delivery.Recent Awards:- 2018 #4 Best Places to Work by Boston Business Journal- 2017 #3 Best Places to Work by The Boston Globe- 2017 #3 Best Small Firm to Work For by Consulting Magazine (7 time winner)- 2014 Fastest–growing private companies in America (6 time winner) by Inc. Magazine- 2013 Best Places to Work in Massachusetts, Pacesetters Award by Boston Business Journal Show less

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  Harvard Medical School

  Jun 2022 - now

  Business Engagement Consulting

  Linking Business and IT to Envision the Future