As executive vice president at SWBC, Janet Loriot effectively manages a complex insurance operation that comprises of six locations in multiple sites. This includes the company’s large-scale bilingual customer service centers, with a team that exceeds 700 employees and contractors.
Loriot is responsible for introducing digital technology solutions in the telephony space that had a dramatic impact on both customer experience and business efficiencies. In concert with the operations technology department, she introduced enhanced document processing technology and robotic process automation.
Loriot has also implemented process changes that have dramatically reduced call handle and wait times for customers and introduced new channels of communication, including text and email, as well as crafted new performance-based compensation strategies that were adopted company-wide.
Currently, she is sponsoring a project to overhaul SWBC’s telephony platform.
Loriot has mentored others through SWBC’s formal mentoring program, established consistent employee engagement programs and sponsored a “Go Green” initiative to educate employees on how to reduce, reuse and recycle.