Javier Silva

Background

About Javier Silva

Major projects & achievements • With a team of four, we designed a customer experience capability map that included: Voice of the customer (through Speech Analytics), solutions delivery and a measurement framework to demonstrate the effectiveness of project recommendations. • Designed and implemented a life customer defection survey. This project followed the Six Sigma methodology in order to ensure the quality of the data being gathered. I was responsible for the building of the survey, recruiting the team, training the team on survey techniques, and the gathering and analyzing of the data, followed by a communication plan. • Developed and implemented a customer correspondence process that conveyed three key messages: Allstate respects me, is easy to do business, and has the products and services that help the customer. This project followed the Six Sigma methodology in order to ensure quality control. • Created and implemented a measurement framework that would validate the financial impacts of our initiatives. This framework included the building of models and spreadsheets utilizing Excel, Minitab, and PowerPoint. • Completed a Six Sigma project, as lead Black Belt, which saved Allstate Financial annually. This projected included obtaining primary data on missing payments, analyzing it, and building SOP’s to ensure future quality control. • Responsible for the integration of 4 business units into one division of 80 employees. This process included the implementation of SOP’s, technology, and change in team structure. These streamline changes increased productivity by 10%, while improving quality by 2%. Specialties: Certified Six Sigma Back Belt PCS, Professional Customer Service Designation, LOMA FLMI Designation, Fellow Life Management Institute ALU Certification, Academy of Life Underwriters Allstate Medical Underwriting Certification