Athena Rhodis

Personal Lines Underwriter / Senior Underwriter / Supervisor

Woodstock, GA

acat6h@r.postjobfree.com - 678-***-****

WORK EXPERIENCE

Personal Lines Underwriter / Senior Underwriter / Supervisor

Mercury Insurance Group - September 2003 to April 2013

Georgia Office Closure

Underwrite new and renewal business for Personal Auto, Homeowner and Umbrella lines of business

determining premiums based on risk exposure. Recommend, modify, or reject coverage per company

guidelines. Build and maintain professional relationships with independent agencies to continue to attract,

develop, and maintain profitable business.

• Utilized underwriting experience to develop and document company underwriting processes and procedures;

used as a resource library for increasing efficiency and cohesiveness within team. This led to maximization of

issuance and endorsement processing time, improved agent relations, and profitable combined ratio results

within the Georgia office.

• Responsibilities included hiring, training, and mentoring personnel for underwriting and support roles within

team.

• Created performance and skill tracking tools for use in yearly appraisals.

• Created customer service and common error classes with documentation and handouts for training.

• Instrumental in developing maximum production workflow that reduced new business and endorsement

processing time.

• Investigated and responded to Better Business Bureau and Department of Insurance Complaints.

• Responsible for work distribution and performance tracking for annual reviews, coaching, and counseling.

• Performed UAT (user acceptance testing) for software development team.

• Led a team for company wide Customer Astonishment initiative under motivational speaker Darby Checketts.

• Handled escalated customer service issues for management, marketing, agencies, and clients.

• Administered time-card entries for entire underwriting department using Kronos Time and Attendance

software.

• Worked with product development on specifications and manual for online quote/purchasing tool at company

website.

Chief Financial Officer / Product Specialist / Purchaser, Vendor Relations

Defiant Technologies, LLP - August 2002 to August 2003

A partner and I started our own company for the purpose of reselling computer components and Network

Consulting.

Due to the volatility in the technical market, the company dissolved in August 2003.

Training and Quality Assurance Specialist, Customer Operations Center

Interland, Inc - June 2001 to June 2002

Develop and maintain scoring guidelines and forms for the Call Quality Assurance Department.

• Monitor and score call and trouble tickets providing feedback for improved service and call center efficiency.

• Provide statistical reports for support personnel's quality results as feedback to management and training

teams.

• Train personnel to ensure updated skills in relevant technologies and company policies.

• Perform calibration sessions with managers and technicians for scoring consistency.

• Perform coaching, counseling and training in areas of improvement for evaluation subjects.

Technical Support Specialist, Application and Web Hosting Services

Interland, Inc - April 2000 to June 2001

Provide technical and customer service support for publishing and administration of websites.

• Provide troubleshooting and solution options for shared and dedicated hosting environments.

• Resolve all DNS, administrative, connectivity, permissions, eCommerce and database, and mail server

issues.

EDUCATION

Bachelor of Science in Computer and Information Sciences

University of South Alabama - Mobile, AL

ADDITIONAL INFORMATION

Dedicated professional equipped with nearly 10 years of underwriting and supervisory experience in the

insurance industry.

• Strong analytical, evaluation, and problem solving skills

• Excellent communication, writing, negotiation, and decision making skills

• Ability to track, report, and present project information

• Proven internal and external customer service leader who is team and business partner oriented

• Organized and detailed with ability to meet strict deadlines

• Able to identify, develop, and implement ongoing process improvements

• Completion of Successful Supervisor Certificate Program through Kennesaw State University, 2009

Technical Skills:

• Use of Guidewire's InsuranceSuite(TM) for policy administration, billing and claims platform

• Knowledge of the Microsoft Office Suite including PowerPoint, Excel and Outlook

• Programming skills utilizing complete Software Development Life Cycle

• Web page development using the basics of HTML

• Use of Siemens, Lucent, and Verint Systems software for monitoring and reporting call trends and statistics

• Other classes taken: Certified Software Tester / Intro to Mercury TestDirector

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