Lindsey Erickson

• Strategic Priorities- Aligned resources and organizational processes around strategic priorities which allowed us to achieve a $10m reduction in variable expenses.
• Team Development- Successfully rebuilt leadership team to develop clear lines of accountability and place the right people in the right role resulting in a highly performing senior leadership team.
• Customer Portfolio- Developed streamlined customer profile to align with business strategy improving overall productivity and speed to delivery on strategic priorities.
• Technology Transformation- Led organization through significant core platform transition while simultaneously navigating through the largest regulatory rate change event in the history of the National Flood Insurance Program.
• Business Integration- Initiated change management routines to integrate into the newly formed parent organization to drive efficiencies through scale, broadened career path opportunities, and expanded overall enterprise value.

• People Leadership-Responsible for managing more than 350 colleagues including 50 leaders in multi-site locations while achieving a 78% overall employee engagement score.
• Performance Results- Delivered scoreboard results to include impressive outcomes such as 95% customer satisfaction while driving a 35% improvement of productivity in combination with reducing defect error rates by more than 30% in critical processes.
• Business Strategies- Collaborative with both internal partners and external clients on strategy planning, road map development, and leadership in multiple merger and acquisition projects.
• Financial Management- Effectively managed a budget exceeding $25M in labor to support the processing of 5M flood insurance transactions and 2M calls managed annually.

• Operational Efficiencies- Delivered 6% ($1.5M) operational labor savings through performance and automation improvements focused on reducing overall task times to double transaction output.
• Client Leadership- Active leader in the Client Advisory Board partnering with clients to develop strategies and drive execution.
• Compliance- Strong compliance performance delivering nearly perfect audit results driven by a 10% reduction in defect rate.

Assistant Vice President, Customer Service- 2012-2014

Assistant Vice President, Operations Delivery- 2010-2012

Manager Training and Quality Assurance- 2006-2010

Supervisor Service Delivery- 2003-2006

Service and Compliance Expert- 2001-2003