Adrian Mclendon Email & Phone Number

Des Moines, Iowa, United States

Macon, Georgia, United States

• Successfully led and managed a team of 12 Underwriters for the 2nd largest auto insurer in the U.S., overseeing a region responsible for 1.5 million policies.• Maintained an annual performance rating of over 4 (out of 5), while achieving a team quality score of 90-95%.• Monitored and mentored the underwriting team to achieve personal and department production goals.• Utilized company Sharepoint and Power BI sites to run and monitor reports, identifying associates' strengths and weaknesses to enhance overall team performance.• Developed a comprehensive data analysis framework to assess renewal rates based on customer driving activity, background, industry, and demographic information. Leveraged insights to optimize customer segmentation and increase renewal rates by 20%.• Monitored and tallied department production of workload daily using Microsoft Excel, achieving an average of 97% work completed daily, representing a 50% increase.• Successfully hired and onboarded 3 new Underwriters since 2020. Administered tests, conducted interviews, and made hiring decisions. All new hires are now in the top 50% of the company, with one ranking in the top 25%.• Managed administrative functions for associates, including Time/Leave FMLA using Workday. Entered results, coaching plans, and conducted meetings on the Coaching App.• Approved/denied higher coverage limits up to $1,000,000 upon customer request, demonstrating a comprehensive understanding of risk management and underwriting principles.

Macon, Georgia, United States

• Led and managed a team of 10 licensed insurance agents serving as service representatives, achieving a Chairman’s Club status for over 30% of the associates.• Conducted daily monitoring of the team's performance, providing timely feedback to ensure quality control and enhance the overall customer experience.• Implemented side-by-side coaching sessions, meticulously reviewing agents' calls to uphold both quality control standards and elevate the customer service provided.• Delivered comprehensive career coaching to associates, outlining short-term, 5-year, and long-term goals, providing guidance on steps to achieve these objectives.• Played a pivotal role in the training and development of associates, focusing on the effective utilization of company resources. Successfully elevated team ranking from number 7 to number 1 within a year.•Stayed abreast of industry developments and improved job knowledge by actively participating in various workshops, training sessions, and educational opportunities, including FMLA and EEO.• Managed and resolved customer complaints and inquiries, ensuring a high level of satisfaction and retention.• Expertly recommended Homeowner's and/or Umbrella Insurance to customers, offering detailed explanations to facilitate informed decision-making.• Provided personalized advice and assistance to customers, demonstrating attentiveness to special needs and wants and fostering positive customer relationships.

Macon, Georgia, United States

• Demonstrated strong communication skills by consistently providing excellent service on inbound customer calls.• Played a key role in coaching new hires as part of the Customer Service Training program, contributing to their successful onboarding and development.• Managed the performance results of a team of 5 service agents, showcasing leadership abilities and commitment to achieving team goals.• Recognized for outstanding performance, leading to a well-deserved promotion to the position of Service Supervisor.

Swainsboro, Georgia, United States

• Inside/Outside sales • Managed Circulation of selling the newspaper in local retail businesses• Designed ads as needed to assist lead graphic designer