Manager Quality Assurance
Resume:
Crystal L. Kellan
Arlington, TX ***** . 817-***-****
ACCOMPLISHMENTS
Eight years experience at an aviation insurance company. Five years
management experience. Successfully created a training program for new
employees. Lowered the percentage of errors being made by 10% by offering
refresher training courses for current employees to maintain job knowledge.
Increased production by 25% by strategically matching employee skills with
appropriate positions. Developed training material concerning departmental
procedures which enhanced job skills and performance. Conducted weekly
meetings to open communication between departments and streamline
operational procedures. Utilized inter-departmental resources to omit need
for overtime.
PROFESSIONAL EXPERIENCE
United States Specialty Insurance Company; Aviation Division
Addison, TX - April 2002 - Present
October 2008 - Present
Underwriting Support Coordinator
. Hire, direct, train and supervise 3 departments; 20 - 30 employees
including 3 supervisors and receptionist.
. Coordinate department activities and special projects.
. Serve as primary point-of-contact for employees company-wide with
questions pertaining to procedures and processes.
. Assist staff to resolve complex or out of the policy operation
problems.
. Document and communicate performance appraisals and disciplinary
issues.
. Establish department and individual employee goals. Coach and provide
career development advice to staff.
. Responsible for staff scheduling to include: work assignments,
employee training, employee vacations, overtime assignments and back-
up schedule for absent receptionist.
. Schedule and conduct staff meetings.
. Serve as liaison to underwriters, processors, quality assurance
clerks, clearance clerks, department supervisors and senior
management.
. Relay underwriting changes to support staff.
. Evaluate department processes and procedures. Recommend and coordinate
necessary changes based on process analysis.
. Segregation of Duties Manager (SOD).
January 2005 - October 2008
Processing Manager / Underwriter
. Directed, trained and supervised 18 direct reports.
. Streamlined processing procedures and policies.
. Standardized training for new hires.
. Maintained metric reports to determine projected goals.
. Managed correspondence and account processing procedures for new
business, renewals, quotes, endorsements, cancellations and
reinstatements.
. Interacted with Brokers/Agents via phone, fax and email.
. Reviewed, analyzed, approved and underwrote Agency requests within
company, State and FAA guidelines.
April 2002 - January 2005
Underwriting Assistant / Policy Service Clerk
. Bound new and renewal business.
. Assist underwriter in obtaining information for policy renewals
including loss history and updated pilot information for accurate
renewal quote.
. Maintained renewal retention and new business ratios.
. Responded to agent inquiries.
. Issued notices of cancellation, non-renewal, conditional renewal and
re-instatements as required.
. Assured accuracy when inputting new and renewal policies,
cancellations and endorsements into processing systems.
. Code risks.
. Interacted with underwriters to obtain crucial policy information.
. Pulled and scanned documents for policy archiving.
. Prepared and proof-read policies for errors prior to mailing.
. Designated quotes to appropriate underwriter.
. Faxed/Emailed license requests to agents for non-compliant insurance
quote submissions.
COMPUTER SKILLS / TRAINING
AS400 - MS Office suite - Reasonable Suspicion training - November 2009 -
Management skills for Supervisors - American Management Association (AMA)
REFERENCES
Rebecca Brouse
Former co-worker at US Specialty Insurance Co.
Known 5 years
Brandy Scott
HR Manager - US Specialty Insurance Co.
Known 3 years
Nancy Parker
Underwriter - US Specialty Insurance Co.
Known 8 years
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