Missy Lovelace

About Missy Lovelace

Manage multiple Sales and Service Call Center Operations Teams, Underwiting Liaison Team, Conversion Specialist Team along with Workforce Management. Responsible for 4 Supervisors, 3 Workforce Management Coordinators that Support 150 seat call center, and 75 full-time associatesSpecialities: Sales and Service Call Center Operations, Customer Engagement / Client Relationships, Process Improvement, Associate and Leadership Development, and Workforce Management

Experience

1. Senior Business Manager-guidewire Producer Engage- Change Management

   American Modern Insurance Group

   Jun 2023 — Present

   Assist in developing and executing comprehensive change management strategy related to our Producer Engage Implementation • Lead communication efforts, including impact assessments and stakeholder engagement plans, fostering a transparent and collaborative environment• Collaborate with cross-functional teams to gain insight, adjust real-time, and ensure alignment with business objectives• Develop and maintain comprehensive documentation of change processes and best practices relating to the implementation of Producer Engage

Education

• Lean Six Sigma

  Yellow Belt

• Xavier University

  Training Certification

• Hannibal High School

  HighSchool Diploma, College/University Preparatory and Advanced High School/Secondary Diploma Program

• Northern Kentucky University

  Associate of Arts and Sciences - AAS

• Hondros College

  Managing General Agency License

  2012 — 2012

• Hondros College

  Property and Casualty Insurance License

• Kotter Change Management

  CM Foundations of Change Certification

• Northern Kentucky University

  Bachelor of Business Administration (BBA), Major: Organizational Leadership Minor: Public Administration

• Prosci

  Change Management Certification

  2015

• Eureka Ranch

  Innovation Engineering Blue Belt

Skills

• Analysis
• Leadership
• Umbrella Insurance
• Process Improvement Skills
• Customer Service
• Interviews
• Health Insurance
• Leadership Development
• Call Centers
• General Insurance
• Training
• Pricing
• Change Management
• Claim
• Crm
• Professional Liability
• Claims Management
• Management
• Team Building
• Managing General Agents License
• Legal Liability
• Property & Casualty Insurance
• Access
• Commercial Lines
• Workforce Management
• Workers Compensation
• Casualty
• Process Improvement
• Casualty Insurance
• Risk Management
• Customer Service Management
• Recruiting
• Sales
• Avaya
• Call Center
• Liability
• Reinsurance
• Insurance
• Lotus Notes
• Underwriting