WHO WE ARE

Behind every positive customer experience is a dedicated professional who goes the extra mile. Through the Travelers In-Synch Service Awards Program, we recognize those individuals who consistently deliver exceptional service to our customers, agents and brokers.

Launched in 2006, the program honors employees across Claim, Billing, Personal and Business Insurance Customer Service, Premium Audit and Personal Insurance Underwriting for their service quality, responsiveness and problem-solving skills. More than 100 professionals across the U.S. and Canada are recognized annually. Today, we’re spotlighting five honorees – Tiffany, Celina, Bill, Alexis and Trentin – whose work exemplifies the commitment that defines Travelers.

Tiffany Bilbrey, Personal Insurance Operations

Since joining Travelers in March 2020, Customer Service Representative Tiffany Bilbrey has been a consistent presence in Personal Insurance Operations, delivering exceptional customer experiences. Customers praise her friendly manner and approachable style, noting how she makes them feel comfortable while resolving their issues. Her ability to connect with people – whether customers or coworkers – has made her a valued member of the team.

“Helping others really motivates me,” Tiffany said. “I love to find ways to make things easier for others.”

 

Celina Dosado, Enterprise Billing & Receivables Management

Celina re-joined Travelers in July 2023 as an Agency Bill Account Resolution Analyst and was promoted to Receivable Account Analyst in Loss Sensitive Receivable Management in November 2024. Agents praise her responsiveness and helpfulness, with one calling her one of the best customer service representatives they’ve ever worked with.

“The people, of course!” Celina said about what makes her work meaningful. “I love coming in every day and getting to work in an environment that allows me to find ways to make sure our partners and customers are getting everything they need to keep our relationships solid, transparent and moving forward.”

 

Alexis Gill, Enterprise Billing & Receivables Management

Alexis started at Travelers in 2019 as an Account Service Representative in Direct Bill. Over the past six years, she has progressed through multiple roles in both Direct Bill and the Small Commercial Service Center, and is now an Account Resolution Analyst in Agency Bill. She is known for her professionalism and willingness to share her knowledge with agents, customers and colleagues.

Assisting with involved payment issues is what makes her work meaningful. “I love how thankful an agent can be once I help them resolve some very complex accounting issues,” Alexis said.

Her motivation comes from her family. “I love how proud my little ones are that their mom has such a cool job and can help people every day,” she shared. “It warms my heart when my 8-year-old tells me one day, he will also work at Travelers.”

 

Bill Lang, Business Insurance Operations

Bill has worked in the insurance industry for decades, bringing extensive experience to his role as a Premium Auditor at Travelers. Recognizing that premium audits can be complex for business customers, he goes out of his way to make each one as pleasant as possible. Customers consistently praise his patient, calming approach, with one noting how Bill helped them feel more educated and confident.

“The most meaningful thing to me at work is seeing the impact of what I do, knowing that my effort contributes to something larger than myself,” Bill said. “Whether it’s meeting a goal, supporting a teammate or helping solve a customer problem, I take pride in doing my part with consistency and care.”

 

Trentin Louik, Small Commercial Service & Field Operations

For nearly three years, Trentin has helped agents and customers navigate the Business Insurance Access and Automation area with patience and clarity. Known for his problem-solving skills and responsive approach, he has a talent for resolving technical challenges and smoothing out complexities for customers and broker partners.

What drives him is the collaboration. “Meeting and working with new individuals constantly makes every day worth it,” Trentin said. “I’m motivated by helping at least one person each day and making things simpler for others to understand.”

Want to read about other past In-Synch Honorees? Check out our additional In-Synch blogs.