Amy Campbell-Lamb, Csm, Cspo Email & Phone Number

Des Moines, Ia, Us

United States

• Manage delivery operations for a team of project management consultants, ensuring timely and efficient delivery of new or improved technology and processes.• Implemented a process to track all vendor contracts and expenditures below Procurement thresholds within Nationwide Pet, driving profitability. • Streamlined User Acceptance Testing process by transitioning from Excel to Jira, providing a comprehensive view of the IT process from end to end.• Lead cross-functional teams to identify areas for improvement in their processes through Lean methodologies and implemented solutions to address them.• Developed a process to triage all incoming IT projects based on business needs, resource availability, and prioritization. Communicated with stakeholders throughout the entire intake and build process.• Coordinate user acceptance testing with business teams for all Pet and contractor development lines.• Lead planning and communication efforts regarding strategic initiatives identified by senior leaders. Monitoring progress against strategic plans and adjust as necessary to ensure timely goal achievement.• Monitor regulatory and compliance related IT solutions to ensure they met required deadlines.• Created dashboards for stakeholders and leaders to track the progress of all build and backlogged projects throughout the delivery lifecycle.

Des Moines, Iowa, United States

• Oversaw the activities of 150-200 processors and 11-13 supervisors, managing all commercial retained processing tasks not outsourced to an overseas vendor.• Achieved significant reduction in total pending volume: streamlined from 24,000 tasks down to 3,000. Additionally, successfully eliminated all overtime after the unit had been in mandatory overtime for 18 months.• Collaborated with outsourcing vendors to ensure that all other processing activities met service level agreements.• Coordinated the migration of all commercial policies from two legacy systems to one common Guidewire platform.• Facilitated cross-skilling of onshore team to ensure agile enough to pivot when needed.• Led efforts to create a continuous improvement culture at all levels of the Value Stream, aligned with Hoshin plans.• Ensured compliance of all processing workflows with regulatory requirements across all states, proactively updating them as new regulations were enacted.

Des Moines, Iowa

• Participated in the planning and design of PolicyCenter and ClearQuote for Commercial Lines. Conducted process analysis, stakeholder needs assessments, and cost/benefit analyses to align technical solutions.• Served as the main product owner for all defects, overseeing coordination, scheduling, and management of 700-1200 production defects at a time. Ensured timely and accurate resolution, including defect clean-up work.• Analyzed complex business processes and user needs, translating them into clear business requirements. Recommended appropriate solutions and business strategies.• Facilitated the rollout of Jira within Nationwide’s Property and Casualty division.

Des Moines, Iowa

• Led a team of 10 associates with little to no claims experience and taught them either workers compensation or casualty claims until there is a place them on a permanent team.• Consistently maintained training materials to ensure they are compliant with departmental processes and well as regulatory requirements.• Assisted with departmental projects, including designing and maintaining departmental websites, overseeing Medicare compliance and ensuring licensing compliance for all claims associates in Agribusiness.

Des Moines, Iowa

• Oversaw a team of eight bodily injury adjusters that handled claims in values up to $150,000.• Coordinated the rollout of a new claims handling system to all Agribusiness claims associates including implementation of business rules, user testing and training for all involved.• Coordinated the first Casualty Catastrophic Response team handling over 2500 claimants.• Achieved a team engagement score of 4.95 out of 5.0 in my first year in Agribusiness.• Temporarily oversaw a general liability commercial claims team for four months after another manager was promoted.• Create just-in-time training modules for both in-office and field associates as well as teaching numerous training classes for our associates.

Des Moines, Iowa Area

• Received the Star Award for Customer Advocacy. Nominated for both Leadership and Continuous Improvement.• Maintained at least 96% quality while writing over 1100 arbs each year in 2011-2013. • Heard 269 arbitrations in 2013 and 267 in 2012 for Arbitration Forums.• One of only two specialists within Nationwide that handled both Applicant and Respondent Worker’s Compensation Special Arbitrations for all Nationwide Regions (except Nationwide Agribusiness) at that time.• Negotiated both PIP and Med Pay Subrogation claims in addition to arbitration.• Acted as Project Manager over the Collect One Subrogation System upgrade and continue to oversee all technical and business aspects of this system.

Des Moines, Iowa Area

• Oversaw a team of negotiators that in 2009 that helped recover over $30 Million dollars from Uninsured Motorists.• Volunteered to take on additional duties by managing five new business coordinators that assign files to all of Des Moines Subrogation.• Assisted Director by serving on several committees and acting as Business Continuity Coordinator for all of Subrogation.• Spearheaded combining the regionalized UM Teams into One UM Team, creating consistency, the need for less FTE and increased cycle time in handling of claims and smarter process design.

Des Moines, Iowa Area

• Handled claims run with reserves well over 6 million dollars including a majority of the catastrophic and litigated files.

Knoxville, Tennessee Area

• Created a new claims department – including designing all customer contact initiatives, communications, forms, and process design.• Handled occupational accident (similar to work comp), contingent workers compensation, passenger accident, commercial claims and group accident and sickness claims.

South Sioux City, Nebraska Area

• Investigated claims for compensability issues under the applicable state law in 39 states.

Sioux City, Iowa Area

• Coordinated all safety aspects including training for 400 employees.• Adjusted commercial liability and employee claims including Jones Act and Workers Compensation.• Created safety procedures and processes as well as designed training for all Security and Floor Personnel on mandatory safety requirements.• Managed all Emergency Medical Technician’s in the Security department, including their hiring, training.

Master'S Of Education, Online Teaching And Training And Development

Bachelor Of Business Administration (Bba), Business, Management, Marketing, And Related Support Services