Pat Criger has been with Assurity Life Insurance Company for 32 years. She knows the company and its markets well. That’s one reason she was asked to take the helm of the company’s Client & Operational Services Department after a recent reorganization.
One of the first things Pat wanted to do in her new position was boost the knowledge, confidence and effectiveness of the department’s staff. There had been a great deal of change with the department reorganization. During the transition, customers and agents calling in were frustrated and vocal about it. Pat felt that a new focus on staff skills would smooth things out.
“I wanted people to feel good about their jobs,” she said. “I wanted the company to be a success, but I also wanted our people to be a success.”
Pat was thrilled when Assurity’s CEO, Tom Henning, and Human Resources V.P. Jan Zoucha, introduced a way for her to accomplish her goal: the Leadership Resources (LR) process. Pat and three of the five supervisors on her team participated in a pilot run of courses and coaching sessions . . . click on the link below to download the rest of this case study.