Amy L. Harrold, Mba Email & Phone Number

Led complex high priority projects, spanning across cross functional departments. Conducted project meetings and prepared regular reports to communicate the status of projects to stakeholders within and beyond the project team.- Launched a cross functional Wildfire Protection service to over 1.2 million customers increasing the number of policyholders protected to 98%. Protected over 3,100 policyholder homes and helped save 42 homes from being destroyed in one year. Saved GRM over $50 million in annual savings- Conducted research within Liberty Mutual and/or externally to obtain information such as financial data, product or market profiles, or business process flows. Work with other departments, conduct discoveries, or conduct primary or secondary research if information is not readily available

Directed cross functional initiatives by bringing people together, fostering collaboration to design solutions. Compile information and analyze qualitatively and/or quantitatively, conducting follow up and data verification as needed. Analyze feasibility, cost ramifications, economies, or other aspects of planned or potential projects. - Led a team to develop a commenting tool to aid in standardizing policy comments, resulting in a reduction of average call time and $288K annual savings- Managed the Customer Response Center Test Kitchen where I helped stakeholders gain access to pilot teams and was responsible for understanding success of the work and implications for scaling- Work with other departments to coordinate interdepartmental activities in order to ensure that Liberty meets customer expectations. Resolve problems as needed to ensure customers receive prompt, efficient service in accordance with company policies

Owned the subject matter expertise for company billing processes and managed all billing projects and initiatives for the Safeco call centers and stakeholders- Partnered with billing stakeholders to assist in various projects to lead the Safeco brand to a real time billing model which achieved significant performance and process improvements in Service Operations and resulted in increased customer satisfaction- Participated as a subject matter expert on projects with responsibility in influencing the project direction and decisions related to billing initiatives- Prepared and delivered verbal and written recommendations, presentations, and status reports to both large and small audiences and all levels of leadership- Reported on projects in monthly operational reports which included identification of impacts to budget, FTE, and key performance indicators- Awarded Home Office Employee of the Year for excellent project work

- Facilitated coaching with Managers and service representatives to achieve stellar interactions- Partnered with branch managers to identify behavior trends linked with customer satisfaction results- Provided direct feedback to service representatives through prerecorded service interactions

- Provided product knowledge and systems training for Indiana Sales and Service Representatives- Facilitated both in-person training and webinars to support product knowledge- Support in handling complex coverage, billing, and complaint issues- Participated in region sponsored projects to improve customer satisfaction and retention

- Provided timely and accurate service to policyholders- Ensured high customer satisfaction, problem solving, renewal account analysis, business growth and retention- Direct contributor towards the growth and retention of the Indiana command

Ft. Wayne, In

- Handled policy change requests, billing inquiries, claims, and new employee training- Processed new business and policy endorsements- Managed day to day operation of company in owner's absence, entrusted to make decisions- Implemented policies and procedures to enhance client satisfaction- Corporate accountant (A/R, A/P, G/L, Payroll), end of year production and financial reports

Mba (Masters Of Business Administration), Dual Concentrations: Management / Marketing

Graduated Summa Cum Laude - 3.97 GPA

Bachelor'S Degree, Business Management

Graduated Summa Cum Laude - 3.95 GPA