Amy Doyle
Spokane,WA
Summary
Operations leader with 27 years of experience in the insurance industry, recognized for delivering significant business results. Expertise in driving execution and optimizing processes to align with organizational goals. Proven ability to enhance operational efficiency and achieve measurable outcomes.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Operations Manager
Travelers Insurance
09.2022 - Current
- Cultivated productive relationships with underwriting partners and business units to drive collaboration and gain efficiencies.
- Streamlined processes, resulting in increased team efficiency and productivity.
- Designed and delivered customer experience training programs to elevate service quality.
- Enhanced employee scorecards to ensure delivery of best-in-class service.
- Recruited and retained top talent, building a high-performing team.
- Collaborated with business partners to uphold SOX and compliance standards.
Interaction Center Manager
Travelers Insurance
01.2004 - 09.2022
- Facilitated recruiting, onboarding, and retention of top talent, including mentoring leaders.
- Maintained robust relationships with internal and external business partners.
- Led numerous projects and initiatives to enhance operational effectiveness.
- Collaborated across business units to drive measurable results.
- Implemented new technologies and process improvements to boost team efficiency.
- Oversaw service center growth and retention strategies.
- Directed teams including Customer Service phone team, Agency Program Managers, and Workforce.
- Acted as primary liaison for payroll partners.
Agency Program Manager
Travelers Insurance
01.2003 - 01.2004
- Onboarded new agents in service center, enhancing team productivity.
- Collaborated with Sales Executive team to maximize service center utilization.
- Served as liaison between service center and agency partners for streamlined communication.
Insurance Service Representative
Travelers Insurance
02.1998 - 01.2003
- Delivered customer service via phone, ensuring prompt assistance and resolution.
- Processed change transactions and quotes for customers, maintaining accuracy and efficiency.
Education
Bachelor of Arts - Hotel Restaurant Administration, Business
Washington State University
Pullman, WA05.1997
Skills
- Team building and leadership
- Innovative solutions
- Change management
- Training and coaching
- Collaborative leadership
- Presentation skills
- Communication proficiency
- Project management
- Customer experience
Certification
- Licensed Property & Casualty Insurance Agent
- Lean Six Sigma Yellow Belt Training
- Recognized as leader of year 2018
Timeline
Operations Manager
Travelers Insurance
09.2022 - Current
Interaction Center Manager
Travelers Insurance
01.2004 - 09.2022
Agency Program Manager
Travelers Insurance
01.2003 - 01.2004
Insurance Service Representative
Travelers Insurance
02.1998 - 01.2003
Bachelor of Arts - Hotel Restaurant Administration, Business
Washington State University
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