Michael Loney serves as the Director of In Home Field Service Operations at Assurant, where he plays a pivotal role in shaping the U.S. Service Provider Network strategy. With a robust background in intelligent automation and operational transformation, Michael has successfully navigated the complexities of...
Michael Loney serves as the Director of In Home Field Service Operations at Assurant, where he plays a pivotal role in shaping the U.S. Service Provider Network strategy. With a robust background in intelligent automation and operational transformation, Michael has successfully navigated the complexities of service delivery across multiple product lines and business units. His strategic vision is underpinned by a commitment to optimizing network performance and ensuring national service coverage, which is critical for maintaining high standards of customer satisfaction.
In his current role, Michael is responsible for the recruitment, management, and optimization of service providers, focusing on key performance indicators (KPIs) such as Cost per Claim, Turn-around-Time, and First Contact Resolution. His analytical skills enable him to connect the dots between data and actionable insights, driving decisions that enhance operational efficiency and service quality. Michael's expertise in solution selling and customer retention further strengthens Assurant's market position, allowing the company to deliver exceptional in-home services that meet the evolving needs of consumers.
Throughout his career, Michael has been recognized as a loyal and ethical leader, fostering a culture of personnel development and continuous improvement within his teams. His strategic approach not only elevates operational performance but also aligns with Assurant's mission to provide innovative solutions in the wireless and retail sectors. As he continues to lead key projects that leverage cutting-edge technologies, Michael remains dedicated to delivering results that drive growth and enhance customer experiences across the organization.
