Larry Murrell

Experience

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  Foremost Insurance

  Feb 2004 - Aug 2010

  Contact Center Associate - Sales/Service & Support

  Provided exceptional customer service to Farmers Exclusive Agents and Independent Agents related to Foremost Specialty products and policy service. Achieved all sales targets as a customer facing agent with Foremost Specialty/AARP Motorcycle Sales.- Successfully navigated multiple functional areas within the Specialty operation including: Foremost Agent Center (EA & IA Channel), AARP Sales, Direct Customer Support/Service, Internal Help desk- Proficient handling in all Foremost Specialty Products including: Rec Vehicle, Marine Products, Mobile/Manufactured Homes, Specialty Dwelling, Motorhome, Travel Trailer, Motorcycle and Off Road Vehicles. Show less

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  Farmers Insurance

  Aug 2010 - Oct 2012

  Investigated, confirmed coverage, established damage, valuation of property & facilitate settlement of auto total loss claims.- Successfully managed claim inventory, ensuring timely contact and resolution of Total Loss claims. Crafted, edited and distribution of strategic, operational, and tactical communications to Service Point employees through various media channels.

  • Total Loss Specialist - Auto Claims Adjuster

    Sept 2011 - Oct 2012

  • ServicePoint Communications

    Aug 2010 - Sept 2011
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  Foremost Insurance

  Oct 2012 - Mar 2017

  Service Operations Supervisor

  Led & supported Agent-facing contact center teams, ensuring exceptional customer experience, committed to employee engagement and development while contributing to operational results.- Interim Director Responsibilities for Specialty operation (June '16 - Dec '16), oversee all operations at Olathe KS location. Responsible for operation of 100+ employees, both front line and supervisors. Ensure successful achievement of sales targets, addressed critical performance management and staffing needs, oversaw hiring and developed training for employee onboarding.- Specialty Operation Process leader for workforce and Capacity management. Ensured proper employee capacity management, successfully delivered SLA agreements of 88%+ for key contracted accounts.**Foremost Specialty Leader of the Quarter - Q4 2015 Show less

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  Farmers Insurance

  Mar 2017 - Sept 2023

  Served in the role of Strategic Planning & Execution for Farmers Insurance, Commercial Claims Operation. Addressed critical strategic challenges, scaled and led projects and initiatives to drive business results focused on Efficiency, Digital Adoption, Automation, Operational Excellence, Accuracy, Process Improvement and Innovation. - Utilized data collection and analysis skills to draw actionable insights and formulate recommended business actions to achieve operational objectives. - Communicate effectively to technical and non-technical audiences. Provide regular status updates to Sr Leadership & Executives ensuring transparency with outcomes, impacts and timelines of key deliverables. Translate message to front line associates applying ADKAR methodology.- Leverage project management & AGILE Transformation skills to drive successful change initiatives contributing to operational strategy.- Coaching and mentoring junior staff. - Demonstrate strong relationship building skills to facilitate collaboration between cross functional groups.- Manage key vendor relationships serving as liaison and SME. Onboard new vendors/tools into operation by facilitating necessary training, demos, etc. Plan, lead and maintain pilots to test new technology/systems/processes.- Provide regular status updates to Sr Leadership & Executives ensuring transparency with outcomes, impacts and timelines of key deliverable.**Claims Passion for Excellence winner 2022 (12 recipients of 16k claims employees)** Show less Led & supported Agent-facing contact center teams, ensuring exceptional customer experience, committed to employee engagement and development while contributing to operational results.- Onboarded team to support Agent Underwriting, Policy, Service needs through both Salesforce chat and Phone platforms.- Led Workforce & Capacity Process for Personal Lines Service Operation, developing systems and communication strategy to drive 10% year over year improvement in Unplanned shrink, providing 5% lift in SLA through waste reduction efforts.- Functioned as Quality process leader for Personal Lines contact center operation. Developed systems for employee onboarding and resource management to facilitate sustained improvement in operational quality.**Personal Lines PLAYMAKER Award (20 recipients of 1000 nominees)****Personal Lines Leader of the Quarter - Q1 2019 & Q3 2020 Show less

  • Sr Strategy & Process Consultant

    Mar 2021 - Sept 2023

  • Service Operations Supervisor

    Mar 2017 - Mar 2021
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  Nation Safe Drivers

  Nov 2023 - Sept 2024

  Account Manager
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  HUB International

  Mar 2025 - now

  Account Executive - CertSecure