10 The Hartford customer service leaders
Vice President – Employee Benefits - Case Activation and Employer Contact Center, Head of P&C Claims Sales and Service and Director Contact Center are among the current titles on this list of The Hartford customer service leaders. A reader can learn how customer service leaders work at The Hartford from people who have held the role.
Professionals to explore
Agnes Perez-Flores
LinkedInExperience: Director of Service and Claims Operations · The Hartford
Agnes Perez-Flores has been Director of Service and Claims Operations at The Hartford since August 2024 and has held a Director of Service Operations title there since January 2024, based in Bloomfield, Connecticut. At The Hartford, Agnes Perez-Flores was Assistant Director of Operations from 2022 to 2024 and Operations Manager from 2016 to 2022.
Alan Nilsson
LinkedInExperience: Director Service Operations · The Hartford
Alan Nilsson has been Director Service Operations at The Hartford since September 2022, based in Huntersville, North Carolina, with a profile headline of Director of Commercial Service Ops at The Hartford. The profile describes guiding a team of front-line managers in a fast paced, Call Center/Back Office processing center for Small Commercial Operations.
Darcy Budd
LinkedInExperience: Director, Client Service Team, Central Division · The Hartford
Darcy Budd has been Director, Client Service Team, Central Division at The Hartford since November 2025, leading the Central Division Client Service team, the profile says, based in Scottsdale, Arizona. At The Hartford, Darcy Budd was Agency Executive from 2021 to 2025 and Senior Claim Account Executive from 2016 to 2021.
Jeff Keeley
LinkedInExperience: AVP Service Process · The Hartford
Jeff Keeley has been AVP Service Process at The Hartford since January 2016, a role the profile places in the Operations department, working in Hartford, Connecticut. At The Hartford, Jeff Keeley was Director, Service Process from 2013 to 2015, Director, Strategic Workforce Capabilities from 2010 to 2013 and Assistant Director, Capacity Planning from 2007 to 2010.
Jennifer Horan
LinkedInExperience: Director, Client Services, Employee Benefits Operations · The Hartford
Jennifer Horan has been Director, Client Services, Employee Benefits Operations at The Hartford since October 2025, based in Simsbury, Connecticut. At The Hartford, Jennifer Horan was Assistant Director - Regional and National Accounts Implementation from 2024 to 2025, Assistant Director - National Accounts Implementation from 2023 to 2024 and Senior Manager from 2020 to 2023.
John Neidhart
LinkedInExperience: Director Contact Center · The Hartford
John Neidhart has been Director Contact Center at The Hartford since November 2024, based in Columbus, Ohio, and the profile describes experience in Service Management, Project Implementation and Application Support roles. John Neidhart was Director, IT Applications at Nationwide from 2017 to 2024 and Manager, IT Applications at Nationwide from 2011 to 2017.
Kelly Grimes
LinkedInExperience: Director, Customer Contact center · The Hartford
Kelly Grimes is a former The Hartford contact center leader who was Director, Customer Contact center there from 2020 to 2023 and Manager, Customer Support from 2017 to 2020. Kelly Grimes has been Assistant Vice President at The Hartford since May 2023, with a profile headline of Assistant Vice President, Workers’ Compensation Claims at The Hartford.
Mellissa Wrinn
LinkedInExperience: Vice President – Employee Benefits - Case Activation and Employer Contact Center · The Hartford
Mellissa Wrinn has been Vice President – Employee Benefits - Case Activation and Employer Contact Center at The Hartford since July 2025, a role the profile places at the Executive level, based in Clinton, Connecticut. At The Hartford, Mellissa Wrinn was also Vice President Strategy and Portfolio - Group Benefits from 2022 to 2025 and Assistant Vice President Operations from 2000 to 2025.
Montrae Williams
LinkedInExperience: Head of P&C Claims Sales and Service · The Hartford
Montrae Williams has been Head of P&C Claims Sales and Service at The Hartford since December 2020 and has also held a Vice President title there since February 2022, based in McDonough, Georgia. At The Hartford, Montrae Williams was also Assistant Vice President from 2004 to 2020 and Director from 2006 to 2020, the profile says.
Will Dossias
LinkedInExperience: Director of Service Operations - Group Benefits · The Hartford
Will Dossias has been Director of Service Operations - Group Benefits at The Hartford since October 2011, based in Bristol, Connecticut, and lists Claim and Call Center Operations among the profile's specialties. Will Dossias was Director of Contact Center at Health Net from 2007 to 2011 and Director of Claim and Call Operations Site lead at CIGNA HealthCare in 2006.
Choose the right perspective
Match the person's area, such as the employee benefits employer contact center, claims service, service process design, small commercial or personal lines service operations, or client service teams, 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 service role at The Hartford?
- 02How do you decide which customer calls a contact center should resolve on the first contact and which go to claims or underwriting teams?
- 03What has your own work taught you about designing service processes for employers, policyholders and agents at once?
Reaching The Hartford customer service leaders
How can I contact one of these The Hartford customer service leaders?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 1 company: The Hartford, based on profile data retrieved on October 27, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach The Hartford 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.