The Arbella Insurance Group (Arbella) is pleased to announce the promotion of Michelle DiPietro to director of Arbella’s Contact Centers. DiPietro is responsible for customer service, the Arbella Service Center and enterprise-wide contact center standards.
“Michelle joins the operations team from our claim department where she worked for the last 15 years. Her extensive knowledge of the claim process, combined with her strong leadership and relationship skills make her exceptionally qualified to lead Arbella’s Contact Centers,” said Janet Corcoran, executive vice president and Chief Operations Officer. “Most recently, she successfully spearheaded the claim online chat initiative, and has been instrumental in the rollout of our Omni Channel communication system. Michelle is very service oriented and committed to Arbella’s success and will continue to champion customer service in her new role.”
DiPietro has been with Arbella for 15 years, starting her career in the Wakefield Claim Office as a senior bodily injury adjuster. She later worked in the Complex Claim Unit where she successfully handled some of the company’s largest claims. In 2012, DiPietro was promoted to Claim Service Center (CSC) technical team manager. In this role, she mentored claim professionals to provide superlative customer service in the CSC and Glass Claim departments.
In 2014, DiPietro was promoted to her most recent position as CSC manager where she provided daily oversight and strategic direction of the CSC while supervising various CSC functions, such as, the multi-line claim file creation process, check distribution center, paperless mail system and oversight of Arbella’s glass claim operation.
Throughout DiPietro’s tenure at Arbella, she has gained significant experience implementing process and performance improvements, leading employee development and achieving customer service excellence. She is a resident of East Boston.