Jacqueline E. Email & Phone Number

Kansas City, Missouri Area

Managed a team up to 13 Underwriting Associates/Analyst supporting multiple Casualty UW teams. • Collaborated with other operational business areas to support the underwriting process, including Claims, IT, Compliance and Regulatory, Finance, and Accounting.• Collaborated with underwriting group leaders to implement and manage service level agreements. • Managed the development and maintenance of documented Standard Operating Procedures, Service Level Agreements, and Operational Risk Control Plans. • Seamlessly implemented new processes and system transitions by being a change agent and team coach.• Managed participation in User Acceptance Tests for new systems or updates. Interviewed candidates, on-boarded new staff members, and managed their learning and development framework. • Assisted direct reports with goal setting, provided feedback throughout the year, and delivered end-of-year performances reviews. • Managed support teams for multiple commercial casualty line including: Excess & Surplus Casualty, Lawyers Professional Liability, US Agents E&O, Canada Agents E&O, Directors and Officers, Healthcare, Cyber Liability.

Kansas City, Missouri Area

Managed the CSC team members and maintaining current processes handled by the CSC. • On boarded and trained new team members. • Collaborated with the different businesses on processes where there was business support needed. • Researched and gathered information on new or changing processes, to cascade to the team in weekly meeting and emails communication. • Offered guidance to employees on business and development goals, as well as deliver midyear and end-of-year performances reviews.

Kansas City, Missouri Area

As Sr. Customer Team Lead, managed processes and the customer service team members. • Acted as assistant to immediate supervisor. • Organized and conducted training sessions on new or existing processes to co-workers and new employees. • Researched and verified information on new or changing processes communication to ensure that information is consistent and current within the customer-servicing center. • Monitored and reported out productivity metrics.

Kansas City, Missouri Area

Provided support to internal and external customers. • Provided loss runs for internal and external customers upon request, processed premium audit endorsements handled the client setup with the E&O risk protection program. • Provided service to existing accounts for multiple Commercial Line insurance programs.• Managed customer service general voicemail and email inbox to meet the service level agreement of 24-hour response for all inquiries. • Served as the CSC liaison for the premium audit process and collaborated closely with the internal audit team to oversee the CSC processing for the Program and MGA business.

Leawood Ks

Education record

Education record