Committed and motivated insurance professional with exceptional customer service and decision making skills. Strong work ethic, professional demeanor and a drive for results.
High customer service standards
Strong problem solving ability
Excellent communication skills
Multi-channel contact center software
Assistant Contract Underwriter03/2012 to 11/2016Old Republic Surety CompanyWest Des Moines, IA
Examined and evaluated bond submissions for completeness and risk acceptability.
Responsible for underwriting selected classes of business within the scope of authority.
Developed proficient communication and marketing relationships with the Agents, the Company and the Branch.
Prepared summaries for submissions to be given to the Underwriting Manager or Home Office.
Executed bonds and other AIA forms up to underwriting authority of $2,000,000.
Ran and reviewed credit reports and performed reference checks.
Created training manual of job responsibilities for future new hires.
Personal Lines Customer Service Supervisor06/2008 to 08/2011Nationwide InsuranceDes Moines, IA
Initial Supervisor hired for newly created call center and was responsible for interviewing CSRs, ordering technological hardware, reaching out to other departments for support, creating and facilitating an on-boarding program for new hires and monitoring training classes.
Coordinated and implemented department move to new building.
Day-to-day direct supervision to 13-15 associates.
Responsible for performance management, salary planning, training and development, day-to-day administration, hiring and placement as well as disciplinary actions.
Utilized coaching and leadership skills to encourage and develop associates.
Coordinated and reviewed associates' workflow to ensure adequate phone coverage and appropriate usage of time.
Lead Underwriter Screener08/2005 to 06/2008Nationwide InsuranceDes Moines, IA
Audited associates' work and phone calls for accuracy.
Conducted monthly mentoring sessions with associates to discuss performance trending data.
Facilitated department meetings to review quality assurance updates and training material.
Designed and organized training materials for new hires.
Underwriter Screener03/2005 to 08/2005Nationwide InsuranceDes Moines, IA
Verified eligibility classification of assigned risks.
Secured additional rating or risk information by contacting Agents, Customers or other departments.
Screened approximately 50 applications a day.
Seen as a subject matter expert (SME) in department.
BBA: Business ManagementMay 2008William Penn University
Coursework included all functional areas of a typical business including: accounting, finance, human resources, production, information systems and marketing.
Emphasis on management topics of leadership, motivation, communication and team building.