Insurance Customer Service

Summary Proven process and results oriented operations manager in all

aspects of the insurance industry; Commercial and Personal.

Outstanding customer service with end consumers, coworkers,

company and internal clients. Creative solutions for internal

operations, licensure, regulation, call center management and

quality control. National training expertise in insurance and

systems operations. Recognized for long term process thinking,

process analysis and personal integrity.

Experience Applied Systems 2008 - 2009

Product Instructor

Review, edit and implement training curricula in all areas of

Commercial and Personal Lines insurance for new agency management

software program, including how to enter coverage data,

applications, and proposals.

Teach instructional material using Saba Centra and WebEx to

nationwide client base.

Provide hands on software conversion assistance to local insurance

agencies.

Selective Insurance Company of America 2006 - 2008

Personal Underwriting and Training Team Leader

Co-manage twelve member call center staff in all aspects of

Personal Lines Insurance Underwriting and Service.

Manage agency and client expectations in the roll-out of an

entirely new Personal Lines program for auto and home coverage

products.

Develop relationships with the agency force through effective

communications and problem solving.

Assist agency personnel with proprietary computer systems

questions and issues.

Train staff on policy language and legal process for additional

states brought in the Service Center.

Responsible for staff underwriting referrals, problem solving and

agency underwriting accommodations for 13 states.

Manage licensure and continuing education compliance for all

personal insurance staff.

Develop and implement training curricula to be used by all

Personal Lines employees nationwide.

Create reporting functions to monitor workflow, attendance, sales,

and activity maintenance. Present to upper management and send

customized activity reports to the agency force.

Henderson & Phillips, Inc. t/a USI Insurance 1999-2006

Services

Sagitta System Administrator and Regional Trainer.

Work with Vice-President of Operations on day to day processes,

reporting, special projects, and staff management functions;

including hiring, interviewing, counseling and termination.

Manage the Commercial Lines department of the Richmond branch

office.

Develop submissions for producers and proposals to clients on

large property Commercial Lines Accounts.

Supervise and manage the small business department and worke with

consolidation into a central location.

Work as regional trainer coordinating and managing the change and

transition from numerous separate agency management systems into a

centralized system by AMS.

Monitor and develop solutions for National workflow process

initiative on regional level. Perform regular audit functions and

work with regional staff to improve performance and regulatory

compliance.

Regional licensing, surplus lines filing and regulations contact.

Develop and implement training programs for the corporate agency

management system, Sagitta. Monitor with Boolean search based

reports, analyze and presented in Microsoft Office formats as

requested. Serve as system administrator.

Work with staff, carriers and clients to resolve issues that arise

and facilitate win-win solutions.

Responsible for all aspects of management for 1 local and three

satellite Personal Lines insurance offices. Assist in planning

and implementation of liquidation when offices were sold/merged.

Ball-Martin Insurance Agency, Inc. 1983-1999

Personal Lines Manager

Run agency personal lines operation. Responsible for managing

staff of three and retention and service of current customers,

book underwriting and sales to new clients.

Solicit and sell small commercial lines business.

Represent most major carriers including Travelers and Hartford.

US Insurance Group (Crum & Forster Insurance 1978 - 1983

Companies)

Marketing Representative

Responsible for South-Central Virginia region and handled

approximately 75 agencies.

Responsible for all aspects of sales, service and underwriting

results. Monitored performance and served as facilitator between

underwriting and sales.

Introduced the BOP to the Crum & Forster agency force.

Named top performer in region 1982.

Education University of Richmond, BA

Accredited Advisor of Insurance

Licenses Virginia: P & C, L & H

Gubernatori Virginia Fair Housing Board

al Vice-Chairman May 2007 to June 2010

Appointment

References upon request.

Contact this candidate