Rich Gesler

About Rich Gesler

An effective executive with proven analytical, managerial and leadership abilities in the P&C Insurance and Vehicle Service Contract industries. Highly skilled in all aspects of operational management, including organizational strategy, project management, work flow development, business analytics, expense management and performance management. Successful at gaining the trust of strategic business partners as well as internal and external customers through the contribution of ideas and actions. Persuasive communicator in verbal and written forums, team player or self-directed independent employee, forward thinking, able to marshal available resources in order to achieve business objectives. OPERATIONAL MANAGEMENT• Developed initial start-up business strategy and requirements necessary to open companies first satellite office (105 employees), which included creating and establishing company culture, recruiting/training of staff, managing all facilities issues and implementing all workflows and processes• Managed several mission critical projects that assisted in lowering overall expenses, improved operational efficiencies and maximized staffing levels. This included development of Business Analytics departments, implementation of imaging workflows, telephony automation, development of Claims and Service Operations metrics and reporting, development of Business Continuity Plans, executing system platform changes and enhancements and creating One Team Culture initiatives PERFORMANCE MANAGEMENT• Proactively created a performance management structure and process for the Operations Department at GWC that addressed gaps in measuring KPIs, coaching and development and accountability. This included the development of a formal QA process. • Was recognized by the senior leadership team and human resource department at AutoOne for using innovative recognition programs that were developed to reward monthly performance. • Claims office in 2014 achieved the highest Employee Opinion Survey results countrywide (CW) at 84%. Key dimension scores of notes; Improve Process 90%(CW 55%), Senior Management Confidence 87%(CW 59%) and Employee Treatment 77%(CW 55%).LEADERSHIP• Chairperson of the NY Civic Action Program at Nationwide Insurance. Increased membership by 70%. • Identified and proactively implemented telephony changes that improved the customer experience that were adopted and implemented across the country. • Change Champion improving Employee Engagement scores at 3 organizations• Recognized as a top 10% performer in the country

Experience

1. COO

   NVP WARRANTY

   Aug 2020 — Present · Scranton, PA, US

   Chief Operating Officer (1/21-Present)• Executive oversight of Claims, Service Operations, HR, Analytics and IT• Responsible of development of company strategy and budget• Increased revenue from $8M per year to $30M per year• Reduced loss leakage from 41% to 2%, a $3M per year savingsVice President of Operations (8/20-1/21)• Executive oversight of Claims Organization and Customer Service Call Center• Developed and implemented companywide Performance Management system• Improved speed to answer from 4:15 to 1:30 and same day claims resolution from 59% to 78%• Executed a formal contract re-write and state filing twice

Education

• Long Island University

  BS, Business, Public Administration and Accountancy

  1984 — 1988