Ellyssa Rankin

Experience

1. Claims Customer Experience Strategy & Design Lead Consultant

   Allstate

   Dec 2019 — Present

   Own the customer experience that drives a customer-obsessed mindset and ensure consistency in how multiple Claims offices and employees show up for customers and in our services. • Managed from inception, the new for 2022, “Our Claims Culture” mission statement and new set of essential principles and behaviors that are easy to remember, act on and measure. Led multiple focus groups, field surveys and field working teams; indirectly managing over 45 people. The “Claims Service Excellence” program is being announced on 10/5 at the upcoming Claims Townhall and ties directly to the international celebration of Customer Service Week. My program management included: leading the strategy, education, implementation and measurement of this program. • Strategized, designed, piloted, implemented and measured a suite of mandatory education offerings focusing on empathetic communication. Including, Being an Empathetic Leader virtual sessions for all Claims Delivery leaders and four e-learning modules assigned to all Claims employees. Sustainability efforts included: continued drip communications highlighting resources, measurement accountability metrics tied to customer surveys and quality assurance performer reviews, a leader matrix, leader playbook, huddle resources and activities, and an infographic. Empathy continues to be a focus for Claims and shows as an early leading indicator of a good customer experience. • Created and implemented the Claims Service Values which provided a clear set of customer experience standards for all Claims employees. Implementation included: a new employee onboarding training, a featured value of the month program defining relevance, applicable activities and best practices focusing on improving related behaviors. Engagement and readership were 13% higher than other programs for 2020. • Revised Quick Card Pay processes and talk paths for employees countrywide. These changes increased digital payment utilization by 10% countrywide.

Education

• College of Lake County

  Associate of Arts (A.A.), Communication, General

  2008 — 2010

• Illinois State University

  Bachelor of Science (B.S.), Organizational Leadership and Communication

  2010 — 2012

• Illinois State University

  Master's degree, Communication, General

  2012 — 2014