2017 area kickoff presentation final
TRANSCRIPT
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Liberty Mutual Insurance 05/03/2023 1
Common Purpose & Quality Standards
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Liberty Mutual Insurance 05/03/2023 2
Area 3004 2017 Kickoff Meeting February 2, 2017
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WELCOME• Kim Cohen, Account Executive Affinity• Kelly Robinson, Recruiter U.S. Consumer Distribution• Kelly Howard, AVP, Manager Customer Response Center• John Barno, Team Manager, Customer Response Center• Vicki Lambert, VP Global Consumer Markets, SR DIR. II, State Operations• Josslyn Clews, Analyst, Product Analysis • Victor Rodriguez, External Wholesaler, PM• Heather Thomas, Senior Relationship Manager
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AGENDA• 10:00 – 10:15 Welcome & Introductions• 10:15 – 10:30 2016 Area Results• 10:30 – 11:15 Recognition • 11:15 – 11:30 Break• 11:30 – 12:00 2017 Service Strategy • 12:00 – 12:45 Personal Lines P&C Product• 12:45 – 1:45 Lunch• 1:45 – 2:15 2016 EOS Action Items • 2:15 – 3:00 EOS Adapting to Change SR Panel• 3:00 – 3:15 Break• 3:15 – 3:30 2016 Life Insurance & Annuities • 3:30 – 4:00 Partnership Marketing• 4:00 – 4:15 Closing
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Liberty Mutual Insurance 505/03/2023
$28.4M in NB premium
+46% +20% +15% +36%
EXCEEDGOALS!
+17% +3% +13% +12%
Y/Y GROWTH
Liberty
Leaders
182016 Accomplishments
21 SA’s
12 Interns
$7M Sales
Bonuses
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Liberty Mutual Insurance 05/03/2023 6
CongratulationsTo Our SA’s Promoted to SR’s
Judy PalmeriPhoenix North
Brandee JonesPhoenix North
Simmons WycheGilbert
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Liberty Mutual Insurance 05/03/2023 7
CongratulationsTo Our 2016 SRII Promotion
Chester WinterSurprise
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Liberty Mutual Insurance
CongratulationsTo Our 2016 Promotions to LSR
Chad CummingsMesa
Aaron GrasserPrescott
Deanna DunnuckPhoenix
Gabriel FelixLitchfield Park
Lucas FloodPrescott
Carlos RamirezLitchfield Park
Brian WeaverScottsdale
Jazmyn HaroldScottsdale
Iestyn DulaisGilbert
Tracy StutzmanSurprise
Jarrett ChristiansonGilbert
Diane MendozaSurprise
Michael FeraldiMesa
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Congratulations To Our 2016 Promotion to ESR
Tak Sun, LUTCFChandler
9x Liberty Leader
4x
Liberty
Life
Leader
Liberty Elite
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Liberty Mutual Insurance 05/03/2023 10
Congratulations Life All Stars Representatives
Manny De JesusSA – Anthony Howard
Vaunda ReeseSA – Raquel Loguercio
Tak SunSA – Chris Garcia
Rishin PatelSA’s – Angie, Brittani, & Neil
Randy BoddySA – Demetrius Phillips
Chester Winter
Chris JuddSA – James Crawford
Steve Carrel
Corinne JohnsonSA – Tiffany Fisher
Radhika SivaSA – Xavier Herrera
Jack CostelloSA – Tara Frichtl
Tracy StutzmanSA – Tyler Stafford
Tim MarcinSA – Brandee Jones
Chad Cummings
Tina KawarSA – Debbie Brunn
Justin GarnelSA – Esthela Yeo-Torres
Deanna DunnuckMike AndrewSA – Simmons Wyche
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Congratulations To Our 2016 LUTCF Designees
Heather HeimkesPhoenix North
Chris JuddSurprise
Deanna DunnuckPhoenix
Rishin PatelGlendale
Tina KawarScottsdale
Bill GordonLitchfield Park
Brian WeaverScottsdale
Jazmyn HaroldScottsdale
Radika SivaPhoenix
Tracy StutzmanSurprise
Jack CostelloMesa
Diane MendozaSurprise
Corey MabreyGlendale
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CongratulationsTop Choice/Bolt Producer
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Liberty Mutual Insurance 05/03/2023 13
CongratulationsTo Our Top Life & Annuity Producer
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Liberty Mutual Insurance 05/03/2023 14
Congratulations To Our Rookie of The Year
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Liberty Mutual Insurance 05/03/2023 15
CongratulationsTop Sales Coach
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Liberty Mutual Insurance 1605/03/2023
CongratulationsRishin Patel & SA’s Angie Thompson & Brittani Johnsen
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Liberty Mutual Insurance 05/03/2023 17
Congratulations To Our Admin of The Year
Sandi BilardiScottsdale
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Liberty Mutual Insurance 05/03/2023 18
2016 Monthly Branch Trophy Winners
January February March April May June
Phoenix(154.1 %)
Litchfield Park(172.9 %)
Litchfield Park(164.9 %)
Litchfield Park(228.4 %)
Surprise(168.4 %)
Litchfield Park(164.2 %)
July August September October November December
Litchfield Park(162.3 %)
Litchfield Park(164.0 %)
Gilbert(169.6 %)
Tucson(168.2 %)
Phoenix(194.1 %)
Scottsdale(227.9 %)
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Liberty Mutual Insurance 05/03/2023 19
Branch Trophy Winner
Scott Winter Litchfield Park
Branch Manager
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Liberty Mutual Insurance 05/03/2023 20
CongratulationsTo Our Branch Managers of The Year
Scott Winter Litchfield Park
Nima ErtebatiGilbert
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Liberty Leaders 2018 – Palm Beach, FL
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2017 Service Strategy• Kelly Howard, AVP, Manager Customer Response Center • John Barno, Team Manager, Customer Response Center
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2017 PL Product Strategy• Vicki Lambert, VP Global Consumer Markets, SR Dir. II, State Operations • Josslyn Clews, Analyst, Product Analysis
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Liberty Mutual Insurance 05/03/2023 25
Congratulations To Our Golden Thumb Winners
Lindsey LaneSurprise
Tai AuScottsdale
Brian WeaverScottsdale
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2017 Outsell For The Del Contest
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2017 Employee Opinion Team
• Mike Kosse, Lead Sales Representative, LUTCF, Scottsdale • Tyler Stafford, Sales Associate, Surprise • Adam England, Sales Representative, Prescott• Cassandra Ibarra, Sales Representative, Litchfield Park• Ty Johnson, Sales Representative, Phoenix South• Tyler Schafer, Sales Representative, Gilbert• Sergio Mendia, Sales Representative, Chandler• Silvia Cuevas, Sales Representative, Tucson
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Liberty Mutual Insurance
Common Themes
• Acting with integrity in my work unit takes priority over achieving business results.– Opportunities here include applying discounts while quoting, HH reassignments and pressure from management to achieve sales goals. Not enough recognition of when we do the right thing.
• My unit uses the EOS feedback to make improvements.
– I think we kind of agreed that this may not be such a major opportunity as the general consensus is that we do respond to the feedback from this survey through groups just like this. What we would like to see is some more transparency around EOS results by department (claims, DRC, LSO, CRC etc.)
– EOS skirts some of the real issues such as checking about our feelings around rate increase (the why behind it), budget issues etc.
• Lack of transparency/unified direction of the field organization. Especially with the rate changes and changes in our target demographic, we could use some more clarity on where we see ourselves going as an organization, who we should be targeting and how we can realistically hit our goals the right way in this new environment
• Recent changes, as well as changes in the past, seem to be favoring newer/less tenured reps and hurting the veterans by focusing more on new business than retention. We’d like some more fairness here. New goals for Leaders include PLP expectations which are difficult when the rates for the typical PLP demographic don’t appear to be competitive in the market.
• Conflict between the value proposition/promise we make customers and the pressure we get to send all service needs to CRC. This feels like a conflict/contradiction to what we tell our customers when building relationships
• Lack of effective communication with service (CRC), since they centralized, it feels like we are unaware or uninformed about what changes are occurring with them which can cause roadblocks/barriers to communication and ultimately have a negative impact on customers.
• Work/life balance around FTO. Because this is a commission job, we feel penalized when we take FTO because our paychecks take a hit.
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EOS Focus/Opportunities
AZ Sales Reps and Interns1. Cross office communication and collaboration- put together a mixed tenure group to focus on ideas for improving cross office
relationships.2. CRC/Service communication- put together a team to look into improving communication between service and LSO. Capitalize
on local CRC availability.
AZ Management Team3. Transparency- need to clarify our direction as an organization, help reps focus on a target market and provide them support in
this area.4. Town Hall- fear of retribution from speaking up, improve perception of the support management gives our team.
Sr. Management1. Reps feel shift toward NB not enough incentive to write quality business.2. FTO and NB goals are not mutually compatible, roll over day limits and can’t cash in unused days
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Liberty Mutual Insurance 05/03/2023 30
2017 Sales Representative Panel: “Adapting to Change”
• Corinne Johnson, Senior Sales Representative, Chandler, 18 yrs.• Tim Marcin, Lead Sales Representative, Phoenix North, 13 yrs.• Randy Boddy, Senior Sales Representative, Mesa, 6 yrs.• Brian Weaver, Lead Sales Representative, Scottsdale, 2 yrs.
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Thank You Panel Members
“Nothing in the world is worth having or worth doing unless it means effort, pain, difficulty… I have never in my life envied a human being who led an easy life. I have envied a great many people who led difficult lives and led them well.”
- Theodore Roosevelt
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2017 Life and Annuity Strategy
• Victor Rodriguez, External Wholesaler
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2017 Partnership Marketing
• Heather Thomas, Senior Relationship Manager
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2017 ARIZONA OBJECTIVES & PRIORITIES
2017 KEY ObjectivesExceed Sales Plan All LinesMeet Expense PlanBuilding on our Value PropositionBuild SA/SR Team Capabilities Develop a Multi-Carrier Mindset
2017Priorities
Find Your Niche’ &
Own It Champion Manager led Groups
tied to Specific Goals
Adopt EOS Recommendations Create our Future with
SA/SR Development
Expand Choice Champions
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Thank You 2017 Kickoff Team!
• Marsi Wychulis, Sr Administrative Associate• Sandi Bilardi, Branch Administrative Associate• Lorie Wells, Branch Administrative Associate• Jonathan Tarno, Intern Scottsdale• Arizona Management Team
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Liberty Mutual U.S. Consumer Group
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Common Purpose & Quality Standards