Lisa Duffy Email & Phone Number

United States

Facilitated vendor calibration meetings.Conducted Quality Audits on internal and vendor employees.Collaborated with underwriting to get clarification on how evaluations were supposed to be audited.Facilitated team building events for virtual meetings.

Grand Rapids, Michigan, United States

Assessed homes for risk. Made sure homes are acceptable and in good condition. Followed state guidelines for underwriting criteria for Farmers insurance. Worked on projects as needed.

Grand Rapids, Michigan, United States

Worked on clearing underwriting rules/edits. Worked customer service chat for front line representatives. Worked on continuing Zurich LEAN process by working on Just Do It (JDI) for underwriting articles. Worked on help desk assisting teammates with question. Worked on projects assigned by supervisor and director.

Greater Grand Rapids, Michigan Area

Evaluated vendor partner processes along with Policy Support Operations processes. Created weekly analyst reports for management. Facilitated team meetings. Co-led Partnership meetings with management.

Caledonia Michigan

Process direct notice of cancellations and non-renewals sent from the casualty underwriting department. Work email cabinets, such as Policy 911, for emergency policies that need to be worked right away. Agent of record cabinet for processing agent of records from Agency Services. Process direct diaries for Foremost Insurance Company and AARP. Process various reports that are ran daily. Lead team meetings as assigned by my supervisor. Find creative ways to do team building activities for work at home employees and in office employees. Work with Exchange Club to meet other people in the organization in various departments. Work with Fun Team to create a pleasant working environment for the back office.

Caledonia Michigan

Quoted and issued Mobile Home, Commercial Mobile Home and Specialty Dwelling policies. Participated in huddle meetings. Assisted customers with basic billing questions. Lead team meetings. Mentored new hires before going on phones. Lead team meetings. Did research for team building meetings. Worked with Underwriting on different projects to inform team on any changes in procedures.

Caledonia Michigan

Lead internal and management calibration meetings. Scheduled all internal calibrations and coaching meetings. Reviewed Mobile Home and Specialty Dwelling calls that were submitted by supervisors for review. Evaluated calls done by Quality Assurance Evaluators. Audited evaluations done by Quality Assurance Evaluators to make their was being scored correctly. Coached staff on one call and on audit a month. Trained new staff on Quality Assurance procedures and policies. Ran weekly number reports on Quality Assurance Evaluators to make sure they were on track for to correct number of evaluations for the month. Worked with leadership to develop creative incentive plans for the team for quarterly team building meetings. Completed management online resource reports for all customer service supervisors. Worked on projects that were assed by Quality Assurance Manager.***This department was dissolved in 2010. I was dispersed back to the Mobile Home/Specialty Dwelling department and they did not have any lead positions available.

Caledonia Michigan

Evaluated Mobile home, Commercial Mobile Home, Travel Trailer and Specialty Dwelling calls done by the customer service representatives. Assisted the Mobile Home/Travel Trailer and Specialty Dwelling department by taking calls to stay current with the products. Lead Mobile Home/Travel Trailer and Specialty Dwelling huddles on Quality Assurance procedures. Assisted leadership on various projects such as checking monthly department spreadsheets. Participated in calibration meetings to make sure calls were being scored correctly across the board.

Caledonia Michigan

Provided excellent customer service to licensed agents on a daily basis. Provided services for quotes, inquires and endorsements for the following products: Mobile Home, Commercial Mobile Home, Travel Trailer and Specialty Dwelling. Mentored new hires and prepared them to be on the phones. Participated and lead morning huddles.

Bachelor Of Arts (B.A.), English Language And Literature, General

Associate Of Arts (Aa), Liberal Arts And Sciences, General Studies And Humanities

Activities and Societies: Phi Theta Kappa Honor Society