10 Travelers customer service leaders
VP, Claim Customer Services, Vice President of Personal Insurance Service and Assistant Vice President Business Insurance Interaction Center are among the current titles on this list of Travelers customer service leaders. A reader can learn how customer service leaders work at Travelers from people who have held the role.
Professionals to explore
Carol Hiers
LinkedInExperience: Assistant Vice President Business Insurance Interaction Center · Travelers
Carol Hiers has been Assistant Vice President Business Insurance Interaction Center at Travelers since July 2024, based in Alpharetta, Georgia. Carol Hiers was Field Operations Director at Travelers from 2012 to 2024, Director of Operations at 21st Century Insurance from 2008 to 2011 and Contact Center Director at Progressive Insurance from 2004 to 2007.
Ian Zimmerman
LinkedInExperience: Vice President of Personal Insurance Service · Travelers
Ian Zimmerman has been Vice President of Personal Insurance Service at Travelers since August 2025, based in West Hartford, Connecticut. At Travelers, Ian Zimmerman was Vice President Personal Insurance Service Operations from 2021 to 2025, Vice President Personal Insurance Consumer Sales from 2017 to 2021 and Business Center Vice President from 2011 to 2017.
Jennifer Lemon
LinkedInExperience: Assistant Vice President, Claim Customer Services · Travelers
Jennifer Lemon has been Assistant Vice President, Claim Customer Services at Travelers since January 2005, a role the profile describes as Assistant Vice President of Claim Customer Service centers that support notice of loss. Jennifer Lemon was Director of Operations at Convergys Intelligent Contact from 1999 to 2005 and Call Center Manager at Harmon Solutions Group from 1992 to 1999.
Joanna O'Kelley
LinkedInExperience: VP, Claim Customer Services · Travelers
Joanna O'Kelley has been VP, Claim Customer Services at Travelers since October 2023, based in Hartford, Connecticut. Joanna O'Kelley was Vice President and Manager, Vendor Strategy & Operations at Liberty Mutual Insurance from 2022 to 2023, Vice President and Manager, Claims Quality and Compliance there from 2016 to 2022 and Director of Claims Operations, Property there from 2015 to 2016.
Marc Margolis
LinkedInExperience: 2nd Vice President Claim Customer Services Notice of Loss · Travelers
Marc Margolis has been 2nd Vice President Claim Customer Services Notice of Loss at Travelers since February 2017 and describes being a contact center leader, the profile says. At Travelers, Marc Margolis was Second Vice President - Contact Center Capabilities from 2014 to 2017, Second Vice President - Business Center Operations from 2011 to 2014 and Site Leader from 2010 to 2011.
Renan Beltran
LinkedInExperience: Interaction Centers, Vice President Operations · Travelers
Renan Beltran has been Interaction Centers, Vice President Operations at Travelers since July 2023, based in Hartford, Connecticut. At Travelers, Renan Beltran was AVP, Strategic Execution from 2020 to 2023, Director, Operational Effectiveness from 2018 to 2020, Operations Director from 2017 to 2018 and Operations Manager from 2015 to 2017.
Robert Simmons
LinkedInExperience: Vice President - Business Center Operations · Travelers
Robert Simmons has been Vice President - Business Center Operations at Travelers since July 2007, working in Spokane, Washington, and the profile says the Personal Insurance role's responsibilities include direct consumer sales and service. Robert Simmons was Executive Director at Farmers Insurance Group from 1988 to 2007.
Sarah Lam
LinkedInExperience: VP, Claim CX Lead · Travelers
Sarah Lam has been VP, Claim CX Lead at Travelers since April 2023, with a profile headline of VP, Head of Claim Experience Management/Customer Experience and Claim Journey Owner. At Travelers, Sarah Lam was AVP, Claim CX from 2021 to 2023 and AVP, Strategic Initiatives Chief of Staff - Office of the Chairman and CEO from 2019 to 2021.
Tara Kennedy
LinkedInExperience: Claim Customer Services VP · Travelers
Tara Kennedy is a former Travelers claim customer services leader who was Claim Customer Services VP there in a role the profile dates from 1992 to 2023. Tara Kennedy has been Generative AI Business VP at Travelers since July 2023, a role the profile places at the Executive level, working in Hartford, Connecticut.
Valarie Best
LinkedInExperience: Assistant Vice President, Personal Insurance Operations · Travelers
Valarie Best has been Assistant Vice President, Personal Insurance Operations at Travelers since April 2022, with a profile headline of AVP, Service Operations at Travelers, based in the Knoxville Metropolitan Area. At Travelers, Valarie Best was Sr. Director, Service Operations from 2018 to 2022, Director of Operations from 2015 to 2018 and Customer Service Manager from 2005 to 2015.
Choose the right perspective
Match the person's area, such as claim customer services and notice of loss, personal insurance service, business insurance interaction centers or claim customer experience, 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 Travelers?
- 02How do you decide which customer calls a service center should resolve on the first contact and which go to claim professionals or underwriters?
- 03What has your own work taught you about planning for sudden changes in claim call volume?
Reaching Travelers customer service leaders
How can I contact one of these Travelers 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: Travelers, based on profile data retrieved on October 27, 2026. Being listed here doesn't mean someone has agreed to take calls.
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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.