Lindsey Lamb

Co-lead cross-functional leadership Power Groups (PC.AI/AI Technology, Virtual Assistant, India Power Groups) to drive process improvement, automation, and operational efficiency.

• Partner with Product, Developer, and Operations leadership to support testing, implementation and rollout of AI tools (PC.AI, Quote Compare AI) across Select International Teams.
• Lead and support process improvement initiatives, including development and optimization of SOPs and workflows to ensure consistency, compliance, and scalability.
• Conducted quality assurance reviews and internal audits on newly implemented processes, ensuring alignment with broker standards and organizational expectations.
• Analyze workflow performance and provide feedback to leadership to identify training needs, service gaps, and process inefficiencies.
• Collaborated with offshore teams (India & Philippines) to standardize procedures and enhance service delivery across teams.
• Create and maintain training materials, SOPs, and job aids to support onboarding, process adoption, and continuous improvement.
• Facilitate training sessions and ongoing support for Account Managers to ensure effective use of tools, systems, and team resources.
• Manage onboarding/offboarding processes, including system access, login requests, and deactivation, ensuring compliance and operational continuity.
• Managed special projects such as recodes and intro letters, ensuring timely execution.
• Identify and escalate system and IT issues, submitting tickets and coordinating resolution to minimize operational disruption.
• Compiled and analyzed data from reporting systems to develop executive-level presentations and dashboards for annual business reviews, facilitating strategic decision-making.
• Monthly operational meetings with offshore teams, agency partners, and senior leadership to review performance, workflows, and improvement opportunities.
• Support accountability of workflows and service standards by monitoring execution and recommending enhancements.

Manage full servicing of commercial accounts while ensuring adherence to broker standards, workflows, and compliance requirements.

• Maintain strong client and internal relationships while contributing to retention, growth, and service excellence.
• Led training for new hires on book management and standard operating procedures, improving onboarding efficiency, process consistency, and overall team performance.
• Collaborate with implementation and operations teams to develop and refine workflows and procedures.
• Support process improvements and training initiatives through feedback and hands-on workflow experience.
• Partner with international teams to optimize task distribution and improve turnaround times and service quality.
• Built strong relationships with international teams for workflow execution.