Paul W. Lautenshlager
Vice President, Head of Service Delivery @Farmers Insurance
Signup · Get unlimited contacts
WORK HISTORY
Vice President, Head of Service Delivery @Farmers Insurance
San Antonio, TX, US
As an innovation executive, I lead multi-functional transformation across service delivery operations—driving efficiency, automation, and growth through AI innovation. Responsibilities include strategic functions: Chat/text, telephony, workforce planning, knowledge/data management, and reporting. Spearheaded the development of an AI-powered contact center ecosystem, including the launch of Advantage, a subscription-based service for exclusive agents. Champion of Generative AI, Large and Small Language Models to elevate customer/agent experience and operational performance.
EDUCATION
The University of Texas at San Antonio
Bachelor of Business Administration - BBA, Finance
Our Lady of the Lake University
Master of Business Administration - MBA, Electronic Commerce
SKILLS
ABOUT PAUL W. LAUTENSHLAGER
As an executive leader of multiple contact centers ranging in size from 25 to agents in insurance, retail banking, marketing, healthcare, and telecommunications industries, I’ve cultivated a leadership philosophy rooted in a multi-disciplinary set of experiences designed to enrich leaders with an understanding of the cause-effect relationship between workload management, people management, and continuous improvement. I believe in a supportive and balanced culture where hard work and collaboration are keys to success. My contributions have consistently included resolving challenges on internal and external, strategic, and tactical levels.SIGNATURE STRENGTHS Strategic Leadership Operational Excellence Business StrategyCustomer Experience (CX) Transformation Outsourcing Customer Relationship ManagementPeople Development
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.