Shantel Heard Email & Phone Number

Alpharetta, Georgia

Alpharetta, GA

• Managed Commercial Auto underwriter and customer service team – underwrote $55 million book of business and serviced 125,000+ calls per year, increased quality 91.83% to 98.57%; decreased ASA from 135 seconds to 22.
• Implemented weekly underwriter alignment meetings and monthly department calibration sessions that improved employee performance, boosted morale and enabled relationship building within the team and with internal and.
• Oversaw compliance project for Market Conduct Audit facilitated by California Dept. of Insurance, led audited underwriting process, analyzed implementation of procedural and process improvement based on audit results.
• Collaborated with management team – drafted IT task inquisitions from system quality enhancements and automations prioritized by departmental cost & requirements. Conducted detailed analysis of end-to-end business.
• Coordinated with Business Development and Product Management on agency performance and trends – reduced the loss ratio and increased written premium through the introduction of assigned underwriters.

Alpharetta, GA

• Administered underwriting valuations of new/renewal accounts. Examined business requests and endorsements to determine insurability based on targeted corporate goals. Approved risks and/or structured coverage based on.
• Created and developed training guides used by the entire organization.
• Trained new team members on department underwriting and call handling.
• Directed the internal team that evaluated implementation of a new processing system for the department. Performed IT quality assurance.