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.
• Monitored and tallied department production of workload daily using Microsoft Excel, achieving an average of 97% work completed daily, representing a 50% increase.

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.

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