Angela Leakey

Director of Customer Experience & Operations @Aml Insurance Services, Llc

Grain Valley, MO, US

Direct customer success and operations for a full-service insurance agency, ensuring exceptional experiences across every stage of the client lifecycle. Lead retention strategy, renewal management, and team performance while implementing automation and scalable processes that consistently drive 90%+ client loyalty. • Achieved 90%+ client retention through a scalable onboarding and renewal program centered on value delivery and proactive engagement. • Increased operational efficiency by 30% and improved CSAT scores by 70% by integrating automation, AI-enabled SMS, and digital intake workflows. • Spearheaded outbound growth initiatives and expanded the customer base through targeted campaigns and personalized service delivery. • Ensured compliance with state and federal regulations (DOI, HIPAA, CMS), protecting sensitive data and maintaining a trusted brand. • Developed scalable client education materials to support product understanding, self-service, and coverage adoption. • Directed team performance and culture, fostering accountability, excellence, and customer-centric communication. • Oversaw client service delivery and operational performance with full P&L accountability, ensuring alignment between retention goals, cost efficiency, and regulatory compliance.

DeVry University

Bachelor of Science - BS, Computer and Information Sciences and Support Services