Amy Archer

About Amy Archer

Results-oriented, strategic leader, skilled attorney, and exceptional team builder with…

Experience

1. Senior Vice President

   Horace Mann

   Oct 2019 — Present

   Leading strategic and tactical functions for all customer-facing areas countrywide for property & casualty claim functions claims annually) and customer care operations annual call volume). Overall span of control exceeds 650, with 7-10 direct reports, 85 leaders, and a $54M budget. Key assignments and results include:~Senior executive for Property & Casualty Claims during cycle of significant industry challenges with inflation, post-pandemic impacts, profitability, catastrophe activity, unprecedented rate increases, and overall disruption. Optimizing incremental improvement with non-rate activities and profitability areas, with focus on fundamentals, quality, pending strategy, training and technology. Results: 60% NPS, SLOs at target, outperforming industry in multiple auto categories data).~Assumed responsibilities of underperforming Customer Care Division and systematically implemented actions to achieve targets within 5 months. Results: SLOs improved from 56.3% to 89.7%; NPS increased from 59.2% to 72.6%.~Leading multi-year Distinctive Service cultural change to transform customer experience across the enterprise. Results: decreased cycle time, improved SLOs and NPS companywide. Key Projects and Achievements ~Led through unprecedented COVID-19 pandemic. Deployed employees to virtual work quickly and seamlessly, while maintaining productivity levels and customer experience. Ultimately implemented permanent remote work strategy and virtual infrastructure.~Implemented service partnership with Agents countrywide to divert service calls to Customer Care division, optimizing sales time for Agency workforce.~Led senior level micro-catastrophe project to evaluate risk across large volume and high-risk perils.~Completed Camp Fire subrogation, recovering more than $122M for company and reinsurers.

Education

• The University of North Carolina at Chapel Hill

  Bachelor of Arts - BA, Psychology

• Campbell University, Norman Adrian Wiggins School of Law

  Juris Doctorate, Law

• The University of North Carolina at Chapel Hill

  Master of Education - MEd, Educational Psychology