Luis Novoa Email & Phone Number

Santa Ana, California

Anaheim, California

• Assessed and evaluated a portfolio valued at $200 million• Accountable for the proper rating and underwriting of renewal and new business policies toensure their profitability• Assessed an underwriting book which included property and casualty lines of businesssuch as Homeowners, Renters, Condominium, Personal Umbrella, ComprehensivePersonal Liability, Dwelling Fire, Manufactured Home, Earthquake, Excess Liability – Autoand Motorcycle, Motorcycle and Power Watercraft policies• Supervised the compliance of company’s underwriting guidelines on policies submitted bybrokers/agents • Negotiated complex accounts with agents and brokers seeking a timely solution whilefostering a profitable relationship• Carried out performance reviews of underwriters• Audited book and underwriters’ performance on a monthly basis• Trained and mentored senior underwriters as well as junior underwriters in the dealing withhigh hazard and complex accounts• Worked closely with other internal departments such as claims, sales, regulatory, IT, legaland accounting to meet the company’s service goals and to increase knowledge ofaccounts• Developed initiatives to improve streamlining of underwriting processes andprequalification of property and casualty programs including Personal Umbrella andHomeowners programs• Actively participated in continuous improvement programs by providing solutions fordistressed areas and/or to increase productivity and performance of the book of business• Mentored junior managers in various aspects such as handling conflict, hiring andenforcing disciplinary actionsSignificant Accomplishments• Ended 2015 and 2016 with an underwriting loss ratio of 54.05 and 60.49respectively.• Underwriting liaison on a strategic partnership with a Canadian firm to create afully bindable Direct-to-Consumer home offering.• Improved underwriter error ratio by 12% in 2016.

Anaheim, California

• Developed and implemented a training plan that included the proper selection of risksbased on the review of inspection and loss reports (C.L.U.E.), and review andinterpretation of program guidelines, terms and conditions• Prepared and conducted monthly workshops on the proper assessment and evaluation ofrisks in different business lines to improve or maintain a profitable portfolio• Trained in proper documentation of policy files to ensure consistency and adherence ofcompany and insurance industry standards• Trained underwriters and call center representatives negotiation techniques with brokersand agents while nurturing strong business relationships• Developed a strategic business plan, overhead planning and business continuity plan• Researched vendors to obtain best pricing and ROI for a new Learning ManagementSystem• Created a professional training curriculum for Call Center, Underwriting and Accountingdepartments• Collaborated with departments to identify areas of improvement to develop and implementthe appropriate training material and classes• Consistently evaluated all training material to ensure their relevance and obtained inputfrom departments whenever changes were necessarySignificant Accomplishments• Created and properly staffed the training department• Professionalized the training of new and current employees• Negotiated and implemented the Learning Management System to assist inthe training and testing of company employees

Anaheim, California

• Collected and analyzed call center performance reports that included pertinent call data andtrends• Prepared and updated various department reports in order to present departmentperformance to upper management• Assessed and improved employee performance, productivity, quality and customer-servicestandards by implementing a monthly “scorecard”• Provided training, support and advice to a staff of 22 call center representatives• Handled escalated calls from brokers, agents, applicants and insureds• Prepared annual budget to include expenditure in technology and human capital to meetthe company’s strategic planSignificant Accomplishments• Implemented a monthly call monitoring/audit system by utilizing the scorecard andgrading each employee on the quality for their call.• Improved the quality of call and accuracy of information relayed during calls – quality of callsincreased by 20% • Decreased call escalation by 75%

Anaheim, California

Anaheim, California

Anaheim, California

Anaheim, California