3. Liberty Mutual Insurance
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
2/7/2017 3
8. Liberty Mutual Insurance
Congratulations
To Our 2016 Promotions to LSR
Chad Cummings
Mesa
Aaron Grasser
Prescott
Deanna Dunnuck
Phoenix
Gabriel Felix
Litchfield Park
Lucas Flood
Prescott
Carlos Ramirez
Litchfield Park
Brian Weaver
Scottsdale
Jazmyn Harold
Scottsdale
Iestyn Dulais
Gilbert
Tracy Stutzman
Surprise
Jarrett Christianson
Gilbert
Diane Mendoza
Surprise
Michael Feraldi
Mesa
2/7/2017 8
10. Liberty Mutual Insurance
Congratulations
Life All Stars Representatives
Manny De Jesus
SA – Anthony Howard
Vaunda Reese
SA – Raquel Loguercio
Tak Sun
SA – Chris Garcia
Rishin Patel
SA’s – Angie, Brittani, & Neil
Randy Boddy
SA – Demetrius Phillips
Chester Winter
Chris Judd
SA – James Crawford
Steve Carrel
Corinne Johnson
SA – Tiffany Fisher
Radhika Siva
SA – Xavier Herrera
Jack Costello
SA – Tara Frichtl
Tracy Stutzman
SA – Tyler Stafford
Tim Marcin
SA – Brandee Jones
Chad Cummings
2/7/2017 10
Tina Kawar
SA – Debbie Brunn
Justin Garnel
SA – Esthela Yeo-Torres
Deanna DunnuckMike Andrew
SA – Simmons Wyche
11. Liberty Mutual Insurance 2/7/2017 11
Congratulations
To Our 2016 LUTCF Designees
Heather Heimkes
Phoenix North
Chris Judd
Surprise
Deanna Dunnuck
Phoenix
Rishin Patel
Glendale
Tina Kawar
Scottsdale
Bill Gordon
Litchfield Park
Brian Weaver
Scottsdale
Jazmyn Harold
Scottsdale
Radika Siva
Phoenix
Tracy Stutzman
Surprise
Jack Costello
Mesa
Diane Mendoza
Surprise
Corey Mabrey
Glendale
2/7/2017 11
18. Liberty Mutual Insurance
2016 Monthly Branch Trophy Winners
2/7/2017 18
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 %)
26. Liberty Mutual Insurance
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
2/7/2017 27
27. 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.
28. Liberty Mutual Insurance
EOS Focus/Opportunities
AZ Sales Reps and Interns
1. 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 Team
1. Transparency- need to clarify our direction as an organization, help reps focus on a target market and provide them support in
this area.
2. Town Hall- fear of retribution from speaking up, improve perception of the support management gives our team.
Sr. Management
1. 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
2/7/2017 29
29. Liberty Mutual Insurance
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.
2/7/2017 30
30. Liberty Mutual Insurance
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
2/7/2017 31
33. Liberty Mutual Insurance 2/7/2017 3434
2017 ARIZONA OBJECTIVES & PRIORITIES
2017 KEY Objectives
Exceed Sales Plan All Lines
Meet Expense Plan
Building on our Value Proposition
Build SA/SR Team Capabilities
Develop a Multi-Carrier Mindset
2017
Priorities
Find Your
Niche’ &
Own It
34. Liberty Mutual Insurance
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
2/7/2017 35
Come up w/ theme
“You just can’t beat the person who never gives up” – Babe Ruth (implement this more towards the end; Bolt and Choice? TBD)
Theme centered around becoming the ‘center’ of the communities of interest
Add ribbon to the left of ‘21 SA’s ‘ recognizing interns (12)
Recognize Marsi, the admin team mention BCP duty as well and the Management team
Judy Palmieri, Phoenix North
Brandee Jones, Phoenix North
Simmons Wyche, Gilbert
(insert LSR pursuit to Club 100 slide) Ask Scott and John to join Julie on stage for promotion recognition
Not sure what other accomplishments you want to add/touch on for Chester.
Julie, if you could add the respective branches for reps that have a ‘?’ underneath them it would be much appreciated. I wasn’t provided with what branch every rep
Invite Bob Himelrick to the stage to introduce Tak Accomplishments (add animation/flare)
Liberty leader award (9)
Liberty life leader (4)
Liberty elite (1)
Give Tak opportunity to address the area
Bob remain on stage and invite Lorin to join him
80% MAX for background transparency
Take out numbers
Tracy Stutzman – 2016 area plaques
Introduce Lana Haben to award Greg Evans
Add pictures of his 2 Sales Associates
Sandi Bilardi
VERIFY Q4 months winning branchTake out the 3 rows; list branch & # of times won
34j = Phoenix
34p = Litchfield Park
34q = Surprise
34I = Gilbert
34N = Tucson
34G = Scottsdale
Have Marsi send photos for all the current Litchfield park team members
Lindsey Lane, Tai Au, Brian Weaver
Insert EOS slides behind this
Insert questions behind this
TBD
-incorporate central themes on this slide
-Like this slide, just edit the KEY Obj’s & define the new 2017 priorities
Liberty Mutual Inspiration video is on this slide, click the image.
