Lana Grayson, Ains, Ais Email & Phone Number

Indianapolis, Indiana, United States

Wholesale generalist supervising a portion of a Professional Liability book of business. Duties include the following:- Evaluate new business and renewal submissions for completeness and eligibility with brokerage markets.- Present quotes and review terms and conditions with retail agent partners.- Initiate binders, endorsements, and cancellations.- Support marketing initiatives to drive new business and renewal retention and attend industry conferences.- Liaise with offshore contractors, answering process-related questions and providing information necessary for task completion.- Mentor and train new Brokers, as needed.

Scottsdale, Arizona, United States

Underwriting and supervision of a portion of a wholesale producer's multiline book of Commercial Property & Casualty business. Selected Contributions:- Evaluated, classified, and rated each risk to determine acceptability, coverage, and pricing to prepare new business and renewal quotes.- Initiated endorsements and cancellations, reviewed inspection reports, and followed up on past due premium.- Supported producer's marketing plans to drive new and renewal business, including in-person agency visits and telemarketing.- Liaised with offshore contractor, answering process-related questions and providing information necessary for task completion.- Mentored and trained new Associate Underwriters, as needed.

Scottsdale, Arizona, United States

Leader of leaders focused on coaching of direct reports to become more effective managers and driving forward initiatives across Home, Car, and Pet underwriting operations. Selected Contributions:- Facilitated the onboarding of two team leaders.- Collaborated with team leaders in redefining roles and responsibilities and the reorganization of Home Underwriting Associates.- Interviewed and assessed candidates to grow and scale the Underwriting Associate organization.- Launched the use of new Underwriting Notes functionality within the policy management system.- Implemented Associate-level underwriting authority for Home and Car transactions.

Scottsdale, Arizona, United States

Driver of performance for a Best-In-Class small business insurer. Selected Contributions:- Managed and developed new and experienced insurance professionals using production and qualitative KPIs.- Monitored workflow and flexed staff to ensure Service Level Agreements were achieved for submission clearance and policy binds.- Business stakeholder for Robotic Process Automation (RPA) of submission clearance.- Created process documents and job aides for use in training and for assessing quality.- Facilitated training for both onshore and offshore resources.- Responsible for coordinating administrative and facilities operations for a new service center.

Scottsdale, Az

Leader and manager of a start-up Support Services Operations team in a dynamic, fast paced production environment. Selected Contributions:• Supported operational efficiencies and drove results by leading a call center team through changes and new initiatives using frequent coaching and communication.• Inspired and motivated team members to achieve optimal performance while focusing on skill development to meet required performance expectations for phone-based transactions.• Developed and employed strategies to address staff retention, turnover and engagement.• Worked collaboratively with other departments to help the organization achieve and maintain superior performance through continuous process improvement.

Greater St. Louis Area

Service leader responsible for client satisfaction delivered by a team of highly trained specialists. Selected Contributions:• Provided direction and supervision to a team of 8 unemployment insurance consultants and 3 office administrators.• Developed agile project plan to integrate customer relationship management into the service team model.• Supported client needs with investigative reporting and issue resolution to ensure satisfaction and retention.• Implemented and maintained process improvement initiatives as they related to system and employee development.• Reviewed workload volume and evaluated employee productivity and quality.• Analyzed client accounts and claim volumes in an effort to reduce unemployment costs.

Greater San Diego Area

Operations leader of high-performing customer service teams, providing strategic and tactical solutions, within a high net worth personal insurance environment. Selected Contributions:• Direct oversight responsibility for three Operations Supervisors and 34 Account Representatives who performed policy services such as responding to agent inquiries over the telephone, providing quotes for new business, issuing policies and transacting policy changes.• Created and implemented an action plan to reach telephone service level results of 80% of all calls answered within 30 seconds and less than 5% abandonment rate.• Analyzed and evaluated metrics to develop and administer employee performance requirements; assisted in the design and coordination of the department’s quality program.• Assessed operational performance against set targets for productivity, quality, and timeliness; prepared daily and weekly reports for senior managers outlining inventory and timeliness of completed transactions.• Facilitated monthly outreach to select agents to consult with them about their service experience and to research and investigate outstanding issues.• Fostered and cultivated change in office operations, workflows, and technologies; coached and developed direct reports to stay current with business trends.

San Diego, California, United States

Project manager for agile software development ensuring augmentation was in alignment with business needs and company goals. Selected Contributions:• Performed planning for seven work streams, including document management and producer licensing, needed for the development of a consumer lines rating application.• Interacted with stakeholders to gather system requirements and submitted them to the development team; reviewed and approved user stories within a service level agreement of three days to keep implementation on schedule.• Responded to questions for mid-iteration problems and minimized modifications after sign-off to avoid increased cost; 94% of user stories were delivered without needing any changes.• Optimized return on investment; analysis of customizations to the platform revealed an annual savings of approximately $800k.• Performed testing of release sprints, reported and tracked defects; assisted in the development of a comprehensive testing strategy and coordinated creation of scripts for user acceptance testing.• Documented workflows to be included in end user training modules.

San Diego, California, United States

Customer service leader engaged in the quick response to customer requestsand assurance of customer satisfaction through sound decision making bystaff members. Selected Contributions:- Directed a team of 16 employees responsible for transacting policy changesand responding to broker inquiries.- Exceeded time service goal by processing 94.1% of endorsements within 10days of receipt against a target of 90%; attained 96% quality accuracy on anendorsement volume that averaged 40k requests annually.- Collaborated with a project team to train offshore resources in policy servicessupport.- Participated in the strategic development and successful execution oforganizational and process changes using Business Process Management(BPM) initiatives to refine workflows and to facilitate the creation of clear,concise authority guidelines.- Worked closely with broker partners to increase utilization of self-serviceoptions within rating application.

San Diego, California, United States

Administrator of daily work distribution, development of skills training andproduction analysis in support of the directives of the Operations Manager.Selected Contributions:- Prioritized workload and delegated tasks to meet daily production goals forboth new business and in-force policy changes.- Reviewed daily productivity results and offered suggestions for improvement;short-term solutions included shifting resources to an area that neededstrengthening; long-term solutions included the continuous review of workflowsto identify areas of opportunity in human-to-human or human-to-systeminterfaces.- Provided individual coaching to team members in the review of businessprocesses and system enhancements.- Assisted team with servicing of accounts, achieving individual production of113.5% with 99.8% accuracy.

San Diego, California, United States

Lead representative for billing and accounts receivables for the Western Zone.Selected Contributions:- Responded to billing-related inquiries from appointed brokers; received anaverage of 70 questions per day by phone and by email.- Guaranteed accurate invoices were generated for clients in a timely mannerand proposed alternate payment methods to those who needed additionalinstallment options.- Trained and mentored new employees.