Robert Hallberg

Engagement Director. Digital Strategy, Interactive Marketing, Content Management, eCommerce, Project Management.

IT consulting organization focusing on B2B and B2C property & casualty and life and health comparative rating web sites and back end workflow and imaging solutions.

Led roll out of B2B and B2C portals. Developed web front end to integrate with 5 separate back end policy processing systems across 7 states. Rolled out solution to Independent Agent Force.

Led build out of B2B and B2C eCommerce offerings. Servicing Independent Agents and Policy Holders in IL, IN, MO. Build out of back end claims imaging and workflow automation system.

Created and led company Re-engineering strategic initiatives. Re-engineering projects included: claims, in-house legal, policy and claim imaging, actuarial, channel sales analysis.

Created service dashboard for company’s underwriting unit. System gave visibility into unit and individual performance sot that turn-a-round time metrics could be managed.

Managed staff of 20 CSRs. Implemented and managed ACD system. Created staffing strategy. Reduced call abandonment rate from 16% to 3%. Implemented re-engineered workflows and automation to support workflows. Time to customer contact improved from 8 to 2 days. Clerical staff reduced by 75%.

Financial Analysis for multi-year project that resulted in the Board of Director’s approval for the initiative to justify the consolidation of Baxter’s distribution infrastructure from multiple local facilities to automated regional facilities.