Donald Jasmin 18 Drawbridge Road Westford, MA 01886

Home: 508-633-4339 dj1ae3892@westpost.net

CAREER SUMMARY Successful Manager, Mentor and Problem Solver and Consultant using focused proce ss improvement ability. Track record for leading successful teams. Areas of foc us: facilitating change in sales, service, claims and contact center environment s. Special attention to coaching and developing people. Key strengths include: strong leadership skills, excellent written and verbal communications, strong s ervice focus proven multi-task orientation and relationship building skills. Gre enbelt, Six-Sigma Methodology. Have success working in a Consulting capacity at a firm and in company setting. Accomplishments -Project Management/Contact Center Hanover Insurance -managed team of Quality Analysts (supervisor level) providing audit and help line service to the Rating Operations Team. Provided service to internal customers such as Compliance, Underwriting and Vendor Management Teams with particular attention to reporting and analysis. Liberty Mutual -Management of multiple office locations made up of 20 Customer S ervice Agents. Responsible for team service level and individual metrics such as call quality, volume and lead generation. Collaborated with Sales Manager and S ales Team providing support as needed. Acted as mentor to other Service Managers throughout the region. Electric Insurance - Managed multiple Teams of service and support functions. In cluding managing 5 service supervisors responsible for day-to-day service operat ions. Responsible for service levels and metrics. Developed and implemented Firs t Report Contact Center for Commercial Liability Claims Unit. Designed phone rou ting and menus. Created reports and Quality Program measuring soft skills, produ ct knowledge and accuracy. Hired and trained 10 Contact Center Claims Representa tives and managed activities and performance EXPERIENCE Great American Insurance, East Providence, RI 2010- Present Sr. Operations Manager- (2010) ~ Responsible for coordinating and facilitating operational activities for the S pecialty Programs Team Developed processes in the areas of Invoice reconciliation, policy issuance, bu dget and expense management Worked closely with Program Managers to help reach financial and operational ob jectives Drive process improvement and change management for all Specialty Programs Manage projects from Charter to Implementation related to Specialty Programs Hanover Insurance Group, Worcester, Ma 2008- 2010 Commercial Lines Quality Manager- (2008) ~ Responsible for developing and implementing a Commercial Lines Quality Program servicing an Operations Department of 200 Insurance Rating Specialists focused on transactional processing for Commercial Lines Policies Developed Quality processes in the areas of auditing, analysis and performance feedback in order to foster a learning environment for Rating Specialists to imp rove service for internal and external customers Created job descriptions and hired team of 12 Quality Analysts located in Ma, M I and Pune, India Responsible for day-to-day operations, employee development, process improvemen t, leading cross functional teams to complete Operational Projects to increase o

perational efficiency Establish and foster open communication with all levels of a matrix organizatio n including, Regional Operations, Process Improvement, Product, and Underwriting Teams located throughout the country and internationally. Created data tracking tools, error trending reporting through the synthesis of large amounts of data to reach root cause and uncover systemic issues. Drive a T eam of Quality Analysts to make recommendations on to improve overall Operationa l efficiency. Creation of Quality Dashboard to track overall Quality Performanc e Drove a Quality improvement of 8% in the first 12 months through the focus of t he Quality program Abeam Consulting, New York, NY 2007- 2008 Sr. Consultant- (2007) ~ Responsible for participating in projects from requirements to implementation phase working with client companies in the financial industry Write project charters and project requirements for each individual project Conduct interviews with staff and management and collect and record all informa tion related to the project Develop strategy to solve business problems based on requirements gathered Present solutions to key stakeholders, owners and sponsors of individual projec ts Work closely with business on solution selection and implementation plan Collaborate with client companies to implement solutions including migration an d testing Liberty Mutual Group, Boston, Ma 2005- 2007 Sr. Business Analyst- (2006) ~ Responsible managing multiple process improvement projects to improve performa nce of our Personal Market operations Write project charters and project requirements for each individual project Lead cross functional teams to successfully complete projects in accordance wit h project deadlines Generate new process improvement ideas for potential projects Manage projects from inception to implementation and monitor progress on a cont inuous basis Establish and foster open communication with all levels of a matrix organizatio n Conduct Focus Groups to understand the voice of the customer and front line emp loyees. Conduct productivity studies as needed to understand workflow and resource allo cation. Service Manager- (2005) ~ Responsible for two Personal Market Insurance Service Teams made up of 16 memb ers located in Auburn, Ma and Westboro Ma. Manage the day-to-day business in two Sales Office locations, including face-to-face service, call center service. De velopment of Representatives, Administrative staff through coaching and mentorin g. Improve all processes through analysis, measurement, change management and ma intenance Electric Insurance Company, Beverly, MA 1997- 2005 Agency Relationship Manager- (2003) ~ Establish, manage and maintain Carrier - Agency relationships in Northeast Ter ritory (ME, NH, CT, RI) Regular face to face visits providing training to Agency personnel in the areas of company policies and procedures, utilization of compa ny website, review underwriting guidelines and product offerings. Team Leader - Commercial Product Liability Claims- (2001) ~ Manage multi-functional team including claims adjusting, subrogation, and firs t notice call center. Responsible for claims cycle time, file quality and invent

ory management. Responsible for subrogation against affiliated organizations inc luding sourced product venders, component parts suppliers and delivery company a gents. Directed operations of a first notice claims call center. Tracked and mon itored call center statistics. Trained and developed call center personnel. Team Leader - Support Operations- (1999) Directed daily operations for three support teams: A Sales Team relocating exis ting policyholders nationally, a Customer Satisfaction Team focused on customer retention and Specialized Admin team writing and managing manual polices. EDUCATION ~ MBA - Daniel Webster College - Nashua, NH 2010 ~ Bachelor of Science (Management) -U-MA-Lowell, Lowell, MA 1994