Customer Solutions Supervisor

Service: Supervised and managed 16-member team of licensed insurance professionals delivering personal auto insurance solutions in an inbound call center. Oversaw team performance, training, and customer service and ensured overall compliance with call metrics, providing performance management to improve outcomes.  Conducted formal and informal service audits to increase service levels for customers, internal and external insurance agents, lien holders, and policy holders.… Show more Service: Supervised and managed 16-member team of licensed insurance professionals delivering personal auto insurance solutions in an inbound call center. Oversaw team performance, training, and customer service and ensured overall compliance with call metrics, providing performance management to improve outcomes.  Conducted formal and informal service audits to increase service levels for customers, internal and external insurance agents, lien holders, and policy holders.  Transmitted corporate quality and service standards to team members, crafting one-on-one and group training sessions to incorporate new information into daily processes.  Addressed underwriting policy escalations to analyze risk and resolve issues.Key Accomplishments: Instilled team culture of customer service and continual improvement through positive coaching and removing barriers to success, resulting in consistent recognition for 2nd highest team results, individual technical quality results, and voice of the customer results from Fall 2011 to Summer 2013.  Developed and instituted employee recognition program within department.  Selected to leverage passion for volunteerism to serve as Partners in Pride Committee Member to plan and execute fundraisers for local and national causes as well as employee appreciation events. Improved divisional engagement as service ambassador in 2012 & 2013, reaching highest levels of participation in history of division.Underwriting: Specialized in underwriting personal lines of insurance, analyzing new business policies, conducting cancellations, and non-renewal actions with a strong focus on risk assessment and mitigation.  Show less

 Responsible for risk evaluation of new policies and policy changes, cancellations, non-renewals, and claims history letters. Key Accomplishments: Increased growth by 20% annually by building proactive agenda in innovation research. Identified and achieved targeted 10% productivity savings and received two division awards for insights delivery that led to business growth and excellence in marketing activation.

 Served as underwriting and team lead for company providing personal automobile and liability lines of insurance.  Managed departmental work flow and provided ongoing guidance to underwriters. Analyzed multi-state automobile policies for suitability and assessed renewal claims for risk to make final decisions regarding insurability and costing. Key Accomplishments: Recognized with the 100 Club Award for three consecutive years for outstanding quality and production.… Show more  Served as underwriting and team lead for company providing personal automobile and liability lines of insurance.  Managed departmental work flow and provided ongoing guidance to underwriters. Analyzed multi-state automobile policies for suitability and assessed renewal claims for risk to make final decisions regarding insurability and costing. Key Accomplishments: Recognized with the 100 Club Award for three consecutive years for outstanding quality and production. Analyzed and resolved escalated underwriting situations to provide excellent customer service while adhering to internal and external policies and regulations. Show less

Personal Lines Underwriter, Light Commercial, Excess and BOP.