Michelle Villa

Michelle Villa is the Director of Operations for Horton's Benefit Solutions. In this role, Michelle is responsible for providing strategic direction and overall operational leadership for the Horton Benefit Solutions client and employee experience.

Before joining Horton, Michelle worked at Aon for over 19 years in many different leadership roles. Her last role was the Operational and Analytics Leader, where she was one of five leaders selected to implement and establish the Aon Global Business Contact Center of Excellence and lead the Operational and Analytics teams. During her time at Aon, Michelle worked with a variety of clients "large and small to individuals with a variety of insurance offerings," which has given her the insights she needs to know how to make people satisfied with their agent. 

When it comes to making her clients satisfied with their agent, she says that "our best marketing is from our clients and this endorsement of our services as referrals for new business only happens if we do everything to advocate the best experience they have with us in every interaction from the first meeting to billing."

Michelle believes that it is essential to not only exceed the client's expectations on the first interaction but to consistently exceed those expectations as if they are Horton's VIP customers in all services that are offered. 

"At perhaps no other time in recent history have so many significant and interrelated challenges confront the nation simultaneously. This includes a public health emergency, economic downturn, and increased unemployment because of the devastating COVID-19 pandemic. The insurance industry will continue to face uncertainty on the impacts of 2020 and 2021. Still, I see Horton in a prime position to capture new business as a result of our ability to meet the client's needs with comprehensive consult and confidence."

To continue to capture new business and meet the client's needs, Michelle always seeks feedback and makes sure there is clear and open communication between her team and all stakeholders to ensure trust and responsibility. 

Since leaving a large corporate company to a privately owned company, Michelle already sees how individuals at Horton care about each other, the company, and their clients. 

Michelle grew up in the south side of Chicago and is the oldest of five children. She currently lives in Lockport with her German Shepherd Cocoa. When she is not spending time with Cocoa or her six nephews and two nieces, she loves to experience live music, watching sports, and spending time with her friends and families.