Eric Nowlin
AVP, Operations, Chubb; Operations and Sales Transformational Leader. Expert problem solver adept at maximizing operational performance
- Role
- AVP, Operations at Chubb
- Location
- Park Ridge, IL, US
- LinkedIn followers
- 500 followers
About Eric Nowlin
Innovative. Results-driven. Leader. Mentor. Operational Excellence, Process and Continuous Improvement expert. These are just a few of the titles that Eric Nowlin holds. With decades of transforming revenue generating and back office operations for F500 companies, he has earned a reputation for his ability to manage change and turn around organizations. In particular, he has revamped multiple underperforming operations at organizations such as State Farm, Farm Bureau Insurance and Liberty Mutual Insurance. Eric builds and maintains lasting relationships, driving stakeholder engagement while adjusting to emerging trends and business demands. His exemplary educational qualifications include an MBA from Southern New Hampshire University, combined with industry-leading professional development (Lean Six Sigma Black Belt, ScrumMaster, Chartered Financial Consultant, and more). As an out-of-the-box thinker, he is committed to improving operations, driving strong business development and optimizing overall performance. Key areas of specialization: Operational Excellence Process Excellence Continuous Improvement Transformational Strategy Sales Leadership Strategic Market Planning Insurance/Financial Services Relationship Building Stakeholder Management Team Management (35 Direct Reports) Talent Development Distribution Expansion Change Management Budget Management ($10M) Performance Development Analytics/Problem-Solving Process and Value Stream Mapping Playbook and methodology development Training and Development Facilitation Selected highlights from my career: Coaching & Leadership: Developed and promoted diverse staff to positions of authority, acting as a trusted mentor and dedicated coach. Growth & Change Management: Incorporated new procedures and standards for a poor-performing operations leading to organizational wide recognition for outstanding performance. F500 Achievements: Headed organizational transformations at two F500 companies (Liberty Mutual and Discover), increasing operational efficiency improvement, and revenue growth. Strategic Sales & Marketing: Provided high-level strategic guidance for operations, sales, consulting, change management, training roles, quality, risk, and much more, emphasizing new methodologies and technologies. In his free time, he enjoys hiking, car restoration and travelling with his family. You can reach Eric at e••••••@gmail.com
Experience
AVP, Operations
Mar 2020 — Present · Chicago, IL, US
Client experience delivery leader responsible for leading international customer experience operations and the development and execution of analytics-driven quality assurance and continuous improvement programs. Serves as an executive sponsor, project owner or subject matter expert on agile, lean, workforce management, customer experience and high impact cross functional problem-solving initiatives. Developed and implemented a quality framework aligned with ISO standards within operations organizations. Reengineered contact center quality and customer experience operations to provide more focused emphasis on customer needs, quality and compliance requirements, coaching and workforce management. Led critical cross functional response team responsible for organizational response to state mandates, regulations and communications resulting from the Covid-19 pandemic. Partnered with HR, Contact Center, Claims and Strategic Operations executive leaders to launch technological transformation initiatives for workforce management.
Education
Southern New Hampshire University
Master of Business Administration (M.B.A.), Business Administration, Management and Operations, 3.95
2015 — 2018
Scrum Alliance
Certified Scrum Master (CSM), Agile
2017 — 2017
The American College
CLF
2010 — 2011
Aveta Business Institute
Certified Six Sigma Black Belt (CSSBB)
2016 — 2017
Scaled Agile
Certifed SAFe Agilist
2018
The American College
CLU, Life Insurance/Estate Planning
2003 — 2011
Columbia College
BA, Business Administration
1996 — 1998
The American College
ChFC, Financial Services
2003 — 2011
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