Amanda Smith
Louisville,KY
Summary
Seasoned leader driving operational transformation, strategic implementation, and enterprise client engagement within the insurance industry. Proven track record of leading large scale integrations, optimizing organiztional performance, and deliverling complex initiatives to improve operatinal efficiency. Known for buidling high-perfoming teams, influencing executive decision making and navigating organizations through periods of growth and change. A collaborative and forward thinking leader with a strong focus on innivation, scalabilityand delivering measurable business impact.
Overview
12
12
years of professional experience
Work History
Integration and Operational Strategy Leader
Gallagher
Chicago, Illinois
01.2021 - Current
- Managed multi-agency integration initiatives supporting enterprise operational transformation across the country and organization.
- Executed strategic plans for new acquisitions and existing agencies, prioritizing client satisfaction and sustainable success.
- Led engagement team development, achieving seamless agency conversions and strengthening strategic partner support.
- Directed cross-functional initiatives for smooth transitions between agency management systems, ensuring operational continuity and data integrity.
- Cultivated a culture of accountability and mentorship, empowering teams to deliver high-impact results across engagements.
- Established trust while streamlining operations through consistent delivery of impactful projects and collaborative leadership.
Lead Analyst
AssuredPartners
Lake Mary, FL
01.2019 - 12.2020
- Led conversion projects for AssuredPartners, initiating in February 2019.
- Guided agencies through eight-month project plan to streamline system transitions.
- Developed and implemented agency workflows to optimize client service efficiency.
- Communicated project changes and progress throughout acquisition lifecycle.
- Collaborated with implementation team to identify and resolve conversion challenges.
- Researched data using intuition and experience, creating mapping files for vendor assistance.
- Provided guidance and training to enhance team skills and performance.
- Maintained P&C licenses across multiple states to stay current with industry changes.
Data Project Assistant
AssuredPartners
Lake Mary, FL
01.2018 - 01.2019
- Executed agency management system conversions, ensuring data integrity and system compatibility.
- Worked with the conversion team to ensure successful conversion process from original source systems to converting agency management system.
- Assisted with mapping between source systems and new agency management systems to facilitate seamless data transition.
- Contributed efforts of importing data from original source system to templates to successfully complete 'manual' conversions for agencies.
- Created detailed reports to support decision-making and track progress throughout the conversion project.
- Maintained organized files and schedules to keep the project on task.
P&C Operations Specialist
AssuredPartners
Louisville, KY
01.2016 - 01.2018
- Coordinated with departments to ensure successful and efficient conversion of acquisitions' data.
- Partnered with the acquisitions' employees before, during, and post conversion to maximize data integration and integrity.
- Collaborated with staff and management to ensure adherence to business processes, maintaining integrity of data, documentation, and historical information.
- Developed new/improve upon existing workflows, to ensure the highest level of service, efficiency, and automation utilization.
- Educated employees on new or revised workflows.
- Monitored adherence to procedures and workflows by maintaining the integrity of the data within the system. Identify issues, trends, red flags, and opportunities for additional training.
- Supported service staff in resolving workflow challenges.
- Created conversion templates and instructions for agency management system conversions.
- Demonstrates proficient knowledge in Microsoft Office Products. Acted as a resource to management, production, and service staff when report needs arise.
Lead Specialist
Liberty Mutual Insurance
Louisville, KY
01.2014 - 01.2016
- Managed and mentored a state clustered team, overseeing policy approvals and facilitating daily meetings to enhance team collaboration.
- Executed nationwide changes in the quality assurance program, achieving an average improvement of 13% in evaluation results.
- Analyzed data assessing patterns on call volumes, staffing and real time data reports improving customer satisfaction results on a daily, monthly, and quarterly basis.
- Developed statewide changes to phone systems, leading to a 15% increase in customer experience survey scores with JD Powers.
- Provided knowledgeable advice that adheres to standard operating procedures to appropriately counsel clients and explain coverage.
- Designed training, development and team building sessions, revitalizing office morale.
- Examined fraudulent claims with the Special Investigative Unit by identifying any red flags and understanding the procedure to investigate further.
Education
Master of Science - Criminal Justice Administration
Tiffin University
Tiffin, OHBachelor of Arts - Sociology/Criminology
Ohio University
Athens, OHSkills
- Strategic Planning & Execution
- Change Management
- Operational Excellence
- Process Improvement
- Client Relationship Management
- Cross-Functional Collaboration
- Team Leadership & Mentorship
- Agency Management System Transitions
- Data Integrity & Continuity
- Microsoft 365 Suite
- Applied Epic Suite
- Vertafore Agency Management Suite
Websites
Professional Skillset
- Lean Six Sigma Black Belt Certification
- Visio 2019 Essential Training
- Professional Development courses in Ethics, Insurance Law, Identity Theft and Compliance
- Microsoft 360 Suite
- Applied Epic Suite
- Vertafore Agency Management Suite
Timeline
Integration and Operational Strategy Leader
Gallagher
01.2021 - Current
Lead Analyst
AssuredPartners
01.2019 - 12.2020
Data Project Assistant
AssuredPartners
01.2018 - 01.2019
P&C Operations Specialist
AssuredPartners
01.2016 - 01.2018
Lead Specialist
Liberty Mutual Insurance
01.2014 - 01.2016
Master of Science - Criminal Justice Administration
Tiffin University
Bachelor of Arts - Sociology/Criminology
Ohio University