8/3/2019 VP Customer Service or VP Operations or VP Service Delivery

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James HinnantTyrone, Ga. 30290 605-786-7980 | jhf39758@westpost.net

Executive - Service and OperationsResults oriented leader with more than 15 years of experience managing sales support, customer service, service delivery, and operations at regional, national and international levels. Proven track record as a hands-on executive with demonstrated experience in streamlining operations, building highly productive teams,improving efficiency, delivering cost reductions and significantly increasing bottom-line profits.* Leadership. Known as a visionary leader with a strong executive presence. At Assurant, implemented Rapid online, an automated claims process resulting in $1,000,000 annual savings and a 15% productivity improvement. At SITA, created WECARE direct e-service support strategy that was adopted by the company globally resulting in $10 million of annual savings. Spearheaded COE (Center of Excellence)initiative to commit higher level of customer service focus to strategic accounts resulting in well over $300 million in revenue retention.* Operations management. Broad and deep experience in customer service, call centers, and professional services management. At Assurant, restructured our agencyand licensing team increasing our appointment productivity by 50% resulting in$43 million additional face sales. At SITA, managed both domestic and international customer service teams with consistent success like 90% on-time delivery and95% customer satisfaction ratings at SITA. At MCI in Pinellas Park, won the Master's Award for leading the best-performing call center (out of 100+ eligible).

* General management. Proven track record of managing P&L responsibility for supporting between $300 million and $700 million regional businesses. At Assurant,the senior operations business leader for Preneed leading our licensing, commissions, customer service, program management, new business, and claims organizations in support of our $800 million business. At SITA, the senior regional customer service leader responsible for professional services sales, customer satisfaction, and vendor management. As head of North America customer service achieved 110% professional services sales.

Professional ExperienceAssurant Solutions, Rapid City, SD, 2008 - 2010Assurant is a Fortune 500 insurance and risk management company with more than $

8 billion in annual revenuesVP Customer Service and OperationsResponsibilities include P&L management, strategic planning, BPO partnerships, business development, new business initiatives, and customer satisfaction in support of $800 million in Assurant Solutions Preneed sales.* Delegated the administration of a $20 million expense budget* Responsible for all customer service management staff, service centers, claims, licensing, commissions, program management, and order processing deliveryteams

Key Accomplishments:* Streamlined service center operations and enhanced agent administrative support resulting in a 50% increase in agent licensing and appointments resulting in $43 million in face sales

* Re-negotiated Assurant's outsourcing terms with major vendor resulting in a projected savings of $1 million annually* Implemented conservation program which resulted in $4 million in annual face sales savings* Established Assurant's "Rapid Online", an automated claims process resulting in $1,000,000 annual savings and a 15% productivity improvement.

SITA, Atlanta, Georgia, 1999-2007SITA is a multi-billion dollar network applications and solutions provider serving the air transportation industry

8/3/2019 VP Customer Service or VP Operations or VP Service Delivery

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8/3/2019 VP Customer Service or VP Operations or VP Service Delivery

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Board AppointmentsAmerican Memorial Life Insurance Board Member, 2008 - 2010YMCA Board Member - Rapid City, 2010United Way - Volunteer, 2009-2010Habitat for Humanity, 2009-2010