10 Lincoln Financial customer service leaders
Vice President - Head of Insurance Operations Customer Contact Center, Contact Center Director and Director, Contact Center Services & Strategies are among the current titles on this list of Lincoln Financial customer service leaders. A reader can learn how customer service leaders work at Lincoln Financial from people who have held the role.
Professionals to explore
Anthony Cataldo
LinkedInExperience: AVP, Operational Customer Experience · Lincoln Financial
Anthony Cataldo has been AVP, Operational Customer Experience at Lincoln Financial since March 2025, based in Hartford, Connecticut. At Lincoln Financial, Anthony Cataldo was Sr. Relationship & Adoption Consultant - MoneyGuard from 2022 to 2025, Sr. Product Implementation Specialist from 2017 to 2022 and Product Implementation Specialist from 2014 to 2017.
Betty Maxfield
LinkedInExperience: Vice President Customer Care · Lincoln Financial
Betty Maxfield is a former Lincoln Financial customer care leader who was Vice President Customer Care there from 2015 to 2019 and Vice President Customer Experience from 2019 to 2020. Betty Maxfield has been Vice President Human Resources at Lincoln Financial since December 2020, based in Greensboro, North Carolina, and was Vice President Internal Audit there from 2012 to 2015.
Carolyn McGovern
LinkedInExperience: VP, Customer Care Call Center · Lincoln Financial
Carolyn McGovern is a former Lincoln Financial customer care leader who was VP, Customer Care Call Center there from 2010 to 2014 and AVP, Customer Experience from 2007 to 2010. Carolyn McGovern has been VP, Life Operations and Life & Annuity Claims and Regulatory Controls at Lincoln Financial since July 2021 and was VP, Claims and Beneficiary Care there from 2014 to 2018.
Darla Roche
LinkedInExperience: Vice President, Contact Centers, Life, Dental and Supplemental Health Claims Operations · Lincoln Financial
Darla Roche has been Vice President, Contact Centers, Life, Dental and Supplemental Health Claims Operations at Lincoln Financial since June 2023. At Lincoln Financial, Darla Roche was Vice President, Shared Services & Claimant Excellence Service Organization from 2020 to 2023, Vice President, Short Term Disability & Absence Claims Operation from 2018 to 2020 and Assistant Vice President, Absence Management Operations from 2015 to 2018.
Jay Mahapatra
LinkedInExperience: AVP, Enterprise Contact Center · Lincoln Financial
Jay Mahapatra has been AVP, Enterprise Contact Center at Lincoln Financial since May 2019, a role the profile places in the Customer Service department, working in Greensboro, North Carolina. Jay Mahapatra has also held the title AVP, Omni-channel Delivery at Lincoln Financial since October 2016 and was Application Development Manager at Lincoln Financial Group from 2008 to 2011.
Jennifer Spagna
LinkedInExperience: Assistant Vice President, Contact Center Services and Strategy · Lincoln Financial
Jennifer Spagna has been Assistant Vice President, Contact Center Services and Strategy at Lincoln Financial since April 2020, based in Nottingham, New Hampshire, and the profile headline carries the same title. At Lincoln Financial, Jennifer Spagna was Assistant Vice President, Customer Care Center from 2016 to 2020.
Jenny Gilmore
LinkedInExperience: Director, Claims Intake · Lincoln Financial
Jenny Gilmore has been Director, Claims Intake at Lincoln Financial since September 2017, based in Omaha, Nebraska. At Lincoln Financial, Jenny Gilmore was Assistant Vice President, Contact Center Intake Life Claims from 2015 to 2017, Director, Claims & Service Intake from 2012 to 2015 and Manager, Life & Waiver Claims from 2007 to 2012.
Romel Molina
LinkedInExperience: Vice President - Head of Insurance Operations Customer Contact Center · Lincoln Financial
Romel Molina has been Vice President - Head of Insurance Operations Customer Contact Center at Lincoln Financial since January 2023 and has also held the title Vice President - Head of Life & Annuity Contact Center Operations there since June 2020. Romel Molina was Regional Head of Operations & Country Head Puerto Rico at Infosys BPM from 2019 to 2020 and Vice President of Customer Contact Center Operations & WFM Performance Managment at Santander US from 2014 to 2015.
Ryan Powell
LinkedInExperience: Director, Contact Center Services & Strategies · Lincoln Financial
Ryan Powell has been Director, Contact Center Services & Strategies at Lincoln Financial since March 2025, with a profile headline that begins Customer service professional turned contact center strategist. At Lincoln Financial, Ryan Powell was Sr. Consultant, Business Process Improvment from 2021 to 2025 and Contact Center Manager from 2019 to 2021.
William Pulford
LinkedInExperience: Contact Center Director · Lincoln Financial
William Pulford has been Contact Center Director at Lincoln Financial since April 2021, based in Fort Wayne, Indiana. At Lincoln Financial, William Pulford was Manager Client Support Ops from 2014 to 2021, Team Lead from 2013 to 2014 and Customer Service Represenative from 2010 to 2013, and the profile lists customer service management among the areas of experience.
Choose the right perspective
Match the person's area, such as life and annuity contact centers, claims contact centers, contact center strategy, enterprise contact center channels or claims intake, to the decision you face. Check each person's dates and current title, since the timing of a role shapes what the person can speak to.
Questions to take into the conversation
- 01What did you focus on first when you took on your contact center role at Lincoln Financial?
- 02How do you decide which customer calls a contact center should resolve on the first contact and which go to claims or policy service teams?
- 03What has your own work taught you about adding digital channels to a contact center?
Reaching Lincoln Financial customer service leaders
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About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot; roles marked former had ended by then. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.