AMY TURNER

Serve as a Change Management leader guiding the business through digital transformation. Developed and executed new KPI architecture and standardized SOP documents, to align with operational compliance, improving efficiency by 35% over prior year. Work directly with key stakeholders to ensure strategic alignment and effective decision making across teams. Lead cross-functional support teams to maintain product operations, service reliability and compliance with operational standards. This resulted in faster response time, by 26%, and increased Net Promoter Score by 15% over the first year. Facilitate with vendors to identify opportunities to evaluate and incorporate new technologies to identify cost savings opportunities

Directed the customer relations and collections team. Work cross functionally with underwriting to ensure a profitable book of business. Orchestrated a successful transition to a cloud-based CRM platform, enhancing data accessibility and improving team productivity by 35% within the first 2 quarters of implementation. Managed high customer claims team increasing efficiently 10% year over year by increasing digital and self-efficiency and reducing customer wait times for response. Increased revenue collections by 22% more due revenue compared to the prior year by reducing manual work and increasing automated collection efforts

Collaborated with Operations and key stakeholders to improve customer experience processes and reduce overall escalations. Leveraged Voice of Customer (VOC) and Voice of Business (VOB) feedback to improve overall performance data to identify trends and drive continuous improvements to improve the Net Promoter Score (NPS) 4 quarters in a row exceeding 90%. Ensured accurate documentation and compliance of company promotion policies, legal requirements and financial controls. Led and mentored high-performing teams, consistently meeting quality, compliance, and hand-time KPIs 8+ consecutive quarters. Ensured compliance with promotional, financial and legal policies while managing documentation and payout accurac