Kristan Schwab
Director of Operations and Client Experience
Professional Overview
Kristan Schwab is a seasoned operations and customer service executive with over 20 years of experience in the insurance industry. As the Director of Operations and Client Experience at Applied Home National, she is responsible for overseeing all operational aspects of the business, including process optimization, resource management, and delivering exceptional customer service.
Experience Summary
Current Role
In her current role, Kristan is instrumental in driving operational excellence and enhancing the client experience. She leads a talented team in streamlining workflows, implementing innovative technologies, and fostering a customer-centric culture. Kristan's strategic vision and data-driven approach have enabled the organization to achieve significant improvements in efficiency, customer satisfaction, and overall business performance.
Career Progression
Prior to her current position, Kristan served as the Operations and Customer Service Manager at Centauri Specialty Insurance Company, where she spearheaded the implementation of a new CRM system and developed best-in-class customer service protocols. Earlier in her career, she held the role of VP - Operations, Commercial Division at Arrowhead General Insurance Agency, where she played a pivotal role in optimizing operational processes and driving revenue growth.
Academic Background
Kristan holds a Bachelor's degree in Business Administration from the University of Florida, with a specialization in Operations Management. She is also a certified Six Sigma Black Belt, demonstrating her expertise in process improvement and data-driven decision-making.
Areas of Expertise
- Insurance operations management
- Customer service and experience optimization
- Process improvement and automation
- Resource planning and workforce management
- Data analytics and performance reporting
- Cross-functional collaboration and team leadership
Professional Impact
Throughout her career, Kristan has consistently delivered tangible results for her employers. At Centauri Specialty Insurance Company, she spearheaded a customer service transformation that led to a 25% increase in client retention and a 15% improvement in first-call resolution. At Arrowhead General Insurance Agency, she played a key role in streamlining operations, which contributed to a 12% increase in overall profitability for the commercial division.
Conclusion
Kristan Schwab's extensive experience, strategic mindset, and commitment to operational excellence make her a valuable asset to the insurance industry. As the Director of Operations and Client Experience at Applied Home National, she is well-positioned to drive sustainable growth, enhance the customer experience, and contribute to the continued success of the organization.
