Stacie Smith

Accomplished leader with over 20 years of experience driving performance and innovation within global teams. A proven track record of consistent promotions demonstrates a strong ability to adapt and excel in new functions while leading shared services to align resources and reporting with strategic objectives. Expertise in call center operations spans the insurance and banking sectors, leveraging both internal and vendor models to optimize efficiency and results. Recognized for exceptional collaboration skills that unite departments and functions, fostering a culture of achievement aligned with organizational goals.

• Contributed to 45% reduction in executive escalations between Q1 and September 2025 through data analysis, strengthening the closed loop process, identifying opportunities to reduce friction, and scope realignment.
• Drove efforts to align defect intake, severity, and visibility across multiple brands in platforms resulted in a more wholistic view of customer and agent impacting issues and contributed to a 42% reduction in defects on systems utilized by Independent Agents.
• Led work to build Insight Dashboards for WNS and shift manual reports full to the vendor model. The result was a reduction of more than 50% of manual reporting and alignment use of standard dashboards across the internal and vendor teams.
• Led business case approval and implementation of Employee Engagement Manager for the service team to enable both employee shift flexibility as well as more effective alignment of resources to staffing needs. Since rollout, hundreds of hours of Voluntary Time Off have been approved.
• Onboarded Business Insurance, Farmers New World Life, and Farmers Workplace Solutions onto the standard Workforce Management support model including tools and process.