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aco support services manager resume example with 12+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - resumesample@example.com - : - -
Summary
  • I am an innovative and transparent leader. I promote an environment of open communication, adaptability, creative mindset and accountability within myself and the people I lead. I look forward to the opportunity to further discuss what I can bring to this role.

Special Projects

  • Modernizing Underwriting Operations- Change Management Lead- Direct leadership of 3 SME's and 32 LCC's
  • Underwriting Audit Strategy project lead
  • Led company wide Underwriting Analytics and Performance team initiatives to focus on Personal LInes profitability
  • Assisted in leading training for agency sales related to key Personal LInes business initiatives
  • Led redesign of underwriting onboarding & training
  • Front line ACO manager leading Support Services team through quality, training and development
  • Leader in cross regional Advance product launch
  • Multi state trainer within underwriting teams
Skills
  • Data Analytics
  • Development and implementation of training programs
  • Creative, outside the box thinker
  • Promotes varying view points and constructive questioning of status quo
  • Experience with Tableau, Excel and other programs
  • Project leader using Agile structure
  • Cross team, department and division collaborator to achieve results
  • Promoter of LEAN methodology and lead through example with continues improvement ideas
Experience
09/2021 to Current
ACO Support Services Manager American International Group Salt Lake City, UT,
  • Assess and increase quality of service by monitoring employee and customer interactions.
  • Improve team performance by devising successful training methods and programs.
  • Lead initiatives and collaborate with other ACO areas to improve workflows, protect results and engage our people.
  • Define and document leader procedures by updating SOPs
  • Support continuous improvement discussions and implementations within my team
  • Collaborate with management team and front line employees to improve workflows and eliminate unnecessary tasks.
  • Analyze and identify areas of opportunity to implement improvements within department systems and processes.
  • Train employees on best practices and protocols while managing teams to maintain optimal productivity and quality.
02/2019 to 09/2021
Underwriting Analyst Pangea Real Estate Chesterton, IN,
  • Lead analyst overseeing underwriting performance for West region states
  • Collaborate with Sales and internal business partners to achieve profitability growth and increase process efficiencies
  • Represent underwriting analytics in Sales leadership meetings driving discussion around regarding retention, growth and up-front agency underwriting.
  • Lead monthly analytics review with state Sales Director, State Analyst and/or Sales District Leaders
  • Analyze data applicable to the American Family brand as it relates to Personal Lines business opportunities companywide
  • Develop enhanced understanding of risk assessment and companywide underwriting strategy with state team partners.
  • Leader in my team regarding driving a culture of supportive communication, performance guided mentorship for less experienced members and exhibiting influence.
  • Engage in and promote out of the box thinking and pursuit of continuous improvement within UW Operations overall
12/2013 to 12/2018
Underwriting Specialist Allianz Saint Louis, MO,
  • Analyzed monthly and quarterly data related to agency field performance
  • Facilitated business practice planning in collaboration with sales leadership
  • Lead monthly meetings with agency sales management and underwriting management to address district and state performance barriers
  • Team lead for calibration audits improving communication and decision making within underwriting
  • Resigned onboarding and upskill training program including materials and execution.
  • Led the roll out strategy of global work management process within underwriting.
  • Lead in team and West region UW trainer
  • District travel and agency office visits to facilitate understanding in best business practices
  • Led by example within the team regarding creative thinking and negotiation skills within role
  • Analyzed data related to trending state performance and provide executive summary report to underwriting leadership
  • Coordinate and edit team response communication to Departments of Insurance.
  • Assisted underwriting management in leading day to day operations for the state underwriting teams
  • Daily mentorship of underwriters to enhance their job performance and development
  • Collaboration with National Product Team, State Product Directors, and Sales leadership to implement divisional process enhancements and state related procedural changes to drive results.
  • Cross regional and West UW date management lead ensuring adherence of service level agreements within UW Operations.
02/2005 to 05/2009
Property Claims Adjuster American Family Insurance City, STATE,
  • Documented and communicated claim activity to clients.
  • Assessed damage to properties.
  • Interviewed and corresponded with claimants, witnesses, police and physicians.
  • Detailed coverage, liability and reasons for denial of claims to policyholders, attorneys and third-party providers.
  • Adhered to company and insurance client's guidelines in claims processes, estimate writing and claim closures.
Education and Training
Expected in 08/2013 to to
Master of Science: Education, Training & Performance Improvement
Capella University, ROI Certification - Minneapolis, MN,
GPA:

Summa Cum Laude, Graduation with Distinction

Expected in 2006 to to
Bachelor of Science:
Minnesota State University - Mankato, MN,
GPA:

Cum Laude

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Resume Overview

School Attended

  • Capella University, ROI Certification
  • Minnesota State University

Job Titles Held:

  • ACO Support Services Manager
  • Underwriting Analyst
  • Underwriting Specialist
  • Property Claims Adjuster

Degrees

  • Master of Science
  • Bachelor of Science

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