CXIS Leadership Team
Joseph Richard Serrano | President
Joseph possesses sixteen years’ experience in Property & Casualty insurance management, strategic planning, Big-4 management consulting, mergers & acquisitions, analytics, and technology strategy across Fortune 500 companies. A consulting background with Deloitte and PricewaterhouseCoopers has enabled him to partner with companies such as State Farm, GEICO, & Capital One in various large-scale transformation and digital experience programs.
Prior to joining the CXIS Team, he served as Vice President & General Manager of Operations, Underwriting, & Claims at a Property & Casualty insurance carrier. Throughout his insurance management and consulting career Joseph has acquired domain expertise in digital experience transformation, and is passionate about bridging the gap between P&C insurance companies and the evolving science of customer experience analytics.
Tonya Rene Cruise | Chief Operating Officer
Tonya possesses twenty years’ experience in designing, building, and leading Property & Casualty insurance operational centers. She has developed domain expertise in overseeing Policy Administration, Underwriting, Agency Management, and Claims organizations with a focus on delivering customer experience results, business process efficiencies, and variable scale for catastrophe-prone markets.
Her teams have supported a diverse array of Personal & Commercial Lines including Homeowners, Dwelling Fire, Private Passenger Auto, Flood, Excess Flood, Commercial Property, Commercial General Liability, Commercial Auto, Commercial Flood, Artisan Contractor, and Builders’ Risk. As Vice President of Operations at a Property & Casualty insurance carrier, she oversaw service delivery through numerous major hurricanes (i.e. Hurricanes Katrina, Isaac, Gustav, Charley, Rita, Frances, Ivan, Jeanne, and Wilma).
Cherese Willis-Thomas | Vice President of Service & Quality
Cherese possesses twenty years’ experience in Property & Casualty operational center leadership, organizational design, and insurance process optimization. She has acquired specialized expertise in Agent & Policyholder experience, channel management, and quality oversight. Her career encompasses leadership positions in Policy Administration, Underwriting, Quality, and Training, affording her a comprehensive perspective in aligning operational excellence, customer experience, and employee development.
Cherese has held multiple leadership roles at a Fortune 500 Property & Casualty insurance carrier, where she was accountable for large-scale transformation programs. She has led Personal & Commercial line business units including Homeowners, Dwelling Fire, Private Passenger Auto, Private & Commercial Flood, and Excess Flood. Her teams have supported multiple Claims organizations through major hurricanes & flood events across the United States.
Sean Patrick Bates | Chief Technology Officer
Sean possesses twenty-one years’ experience in leading information technology organizations, systems design, large-scale infrastructure rollouts, and security oversight. He has held leadership positions across both Property & Casualty insurance carriers and financial services infrastructure service delivery practices. He has developed specialized expertise in global data center strategy, implementation, and operational oversight.
Sean has centered his career around the linkage between business strategy & technology alignment, anchored by investment realization and systems performance optimization. He has excelled in senior leadership positions across program management and ITO outsourcing engagements. He is passionate about lending a customer-experience perspective to information technology services delivery.