Manager Customer Service
Resume:
Marty S. Baete
Canoga Park, CA 91303
******@***.***
Summary
Dedicated manager and team leader with over 19 years experience in the
insurance industry. Ability to adapt quickly and efficiently to changes in
the insurance environment. Proven motivator of others as evidenced through
leadership by example, increasing knowledge through training, making sound
decisions, and providing exemplary service. A strong work ethic and
commitment to the organization that helps to provide stability to the team
and department in helping to accomplish goals. Key competencies include:
. Experienced in Commercial and Personal Auto Products
. Effective Mentor for New Employees
. Attention to Detail and Quality
. Adapts Quickly to Change
. Insurance Industry Understanding of Terms
. Customer Service Skills
. Commitment to Continued Education
. Team Player to Accomplish Department Goals
Professional Experience
Unitrin Specialty Insurance/Financial Indemnity Company
Woodland Hills, CA 1991-
2011
Commercial Auto Unit Manager (April 2008-February 2011)
Managed a commercial auto underwriting team for the states of California,
Arizona, and Nevada.
. Supervised a team of 5 direct reports in the handling of daily
activities. Items processed included new business, endorsements,
renewals, cancellations, quotes and the servicing of agents, brokers,
and insureds.
. Created and delivered annual performance evaluations along with
quarterly and/or monthly updates.
. Developed procedures for determination of a charged value for physical
damage for the commercial underwriting department.
. Part of a team that researched and tested locations for storage of
department knowledge base.
. Created procedures for study of processing timings from department
work storage program.
. Reviewed and implemented timing changes in commercial MCP filing
cancellation notices.
. Led a team in the review of the department phone audit procedures that
resulted in changes for 2011.
. Responded to internal compliance audits.
. Provided review of large refunds and large collection balances for
accounting department.
. Developed procedures for department scheduling management system.
Personal Auto Unit Manager (February 2000-April 2008)
Managed a personal auto underwriting team for the state of California.
. Supervised a team of 7-9 direct reports in handling of daily
activities. Items processed include new business, endorsements,
renewals, cancellations, quotes and the servicing of agents, brokers,
and insureds.
. Created and delivered annual performance evaluations along with
quarterly and/or monthly updates.
. Guided the team in the transition of operating systems in 2003-2004.
. Responded to agent/broker complaints and DOI complaints.
. Guided the team in the implementation of Stellar Service to
communicate effectively with customers.
. Claims department liason for underwriting questions and concerns.
Commercial Auto Underwriter (November 1995-February 2000)
Part of the commercial auto underwriting department servicing California,
Oregon, Washington and Utah.
. Processed new business, endorsements, renewals, cancellations and
serviced agents, brokers, and customers.
. Promoted from Commercial Underwriter I to Commercial Underwriter II
and finally Senior Commercial Underwriter.
. Served as commercial specialist in training of new agents. Worked with
national accounts marketing/sales representative.
. Provided commercial auto quotes for agents and brokers.
Personal Auto Underwriter (September 1991-November 1995)
Part of a personal auto underwriting team servicing California, Oregon, and
Washington.
. Processed new business, endorsements, renewals, cancellations and
serviced agents, brokers, and customers.
. Promoted from Personal Underwriter I to Personal Underwriter II and
finally Senior Personal Underwriter.
. Started on a California personal auto team and promoted to the
Oregon/Washington team. Helped out with the Utah team when needed.
. Performed agency visits with the marketing/sales department.
Education
. Bachelor of Science, History and Criminal Justice; University of South
Dakota; Vermillion, South Dakota; May 1990.
Professional Development and Continuing Education
. Working on CPCU Designation (5 of 8 courses completed)
. 7 Habits of Highly Effective People
. Kepner-Tregoe Problem Solving and Decision Making
. Targeted Selection Interview Process
. Stellar Service Skills Training
Technical
. MS Office (Word and Excel), Apple/MacIntosh, Filenet Work Management,
Internet.
Personal
. Los Angeles Road Runners (a division of LA Marathon) - Pace Leader for
the 2007-2011 marathons.
. Personal hobbies and interests include running, swimming, hiking, and
working out at the gym
References Available Upon Request
Contact this candidate