Jeff Gagnon

About Jeff Gagnon

Insurance executive charged with developing and implementing strategy for our countrywide contact centers responsible for delivering our industry leading customer experience to our policyholders. Currently lead team of 400+ highly engaged employees who provide an exceptional omni-channel experience with a focus on exceeding customer expectations at every touchpoint. In additional to these core responsibilities, lead cross-functional team in the analysis of our current customer experience as we redefine and enhance our service delivery to all stakeholders with an emphasis on channel optimization and employee efficiency. I also led our talent development strategy for 17 years which included partnering with our core business to deliver a world class recruiting and onboarding program. This program leveraged our hi-potential talent to become campus ambassadors at our key core schools where we developed a consistent flow of future leaders who fuel our promote-from-within pipeline. This program provided exceptional opportunities for our hi-potential talent while building our brand on campus, leading to high hi-po retention and new employees who align well with our value proposition. Additionally, partnered with a highly engaged leadership team to establish and implement a Leadership Development Program which was cascaded from the senior leaders through our front-line leadership team. This program includes behavioral competencies selected to drive our strategy and key initiatives and annual IDPs with key programs aligned to deliver results. Specialties: CX Strategy Development, Team Building, Strategy Implementation, Leadership Development, Employee Engagement and Succession Planning.

Experience

1. Vice President - Service Center Operations

   Amica Insurance

   Feb 2022 — Present · Lincoln, RI, US

   Partner with Service Center Leadership team to create and consistently refine the most highly engaged workforce in the industry*Establish and consistently review KPIs that drive an exceptional customer experience*Research, review and incorporate technology that will enhance service delivery while creating greater efficiency*Recognize the behaviors that make a difference within the office and with our customers and reward ideas that move our company forward*Ensure that developing talent is top of mind at every level of leadership and challenge our team to create opportunities to showcase our team\'s strengths*Strive to always lead with empathy and personally devote time to help others excel in their career

Education

• University of Rhode Island - College of Business

  BS, Finance

  1984 — 1988