Shaina Pierce Email & Phone Number

• Proactively attained knowledge of insurance markets and products for multiple business classes
• Completed proper Acord applications and class specific supplements for new and renewal Commercial Property and Casualty insurance policies
• Marketed accounts to appropriate insurance carriers with and without assistance from assigned agent
• Remarketed accounts to Excess and Surplus Lines insurance carriers when declined by all standard markets
• Adequately ordered and/or issued binders, certificates, policies, endorsements, and other related items
• Determined proper billing or financing terms and invoiced accordingly

San Antonio, Texas Area

• Successfully managed $1,000,000 book of business for an independent insurance agency
• Scheduled appointments with clients as needed by the Sales Executives
• Effectively handled service requests and inquiries regarding coverage, claims, and billing issues
• Meticulously performed final review of quotes and prepared proposal for client
• Adequately ordered and/or issued binders, certificates, policies, endorsements, and other related items
• Proactively reviewed expiration reports for upcoming policy renewals

San Antonio, TX

• Acquired and applied developing industry knowledge to service Personal Lines Property and Casualty insurance policies
• Accurately diagnosed issues by discovering the customer's life events and assessing customer needs
• Utilized a structured thought process to determine resolutions that balance the customer’s need with company guidelines
• Used all available resources to create simple, first call resolution interactions
• Consistently portrayed the value of Nationwide products to policyholders and agents
• Efficiently resolved complex issues and de-escalated complaints as necessary

San Antonio, TX

• Provided initial response to over 40,000 service requests for Automobile and Property insurance policies
• Effectively handled customer billing issues and account management inquiries
• Issued quality risk policies adhering to strict underwriting requirements for rating plans, tiers, and selection standards
• Actively communicated with members to understand needs and offer appropriate property and casualty solutions
• Educated members on the benefits of USAA personal lines insurance products, pricing, and services
• Handled complex rating, coverage, or complaints when appropriate

Las Vegas, NV

• Actively supervised A-Paper team to ensure focus on customer service, processing time, accuracy, and client satisfaction
• Consistently monitored and coordinated with third-party outsourcing companies to guarantee proper workflow conformity
• Provided training and development to team members
• Participated in weekly management reporting
• Diligently handled issues escalated from the client or team; made manager aware of unusual or sensitive matters
• Conducted constructive team meetings to discuss work performance and process improvements, gain feedback, assign goals, and review training or development as needed