Project Manager Customer Service
Resume:
jay coon
Email: abqg1g@r.postjobfree.com
Address: ** ******** **** **
City: bel air
State: MD
Zip: 21014
Country: USA
Phone: 617-***-****
Skill Level: Director
Salary Range: $165,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Jay A. Coon
42 Fairview Park Rd
Sturbridge, MA 01566
Home: 508-***-****, Cell: 617-***-****
Email: abqg1g@r.postjobfree.com
Summary of Professional Achievements:
Systems Development
At The Hanover Insurance Group, acted as the technology liaison between the business and technology partners to determine the technology initiatives for each planning year and to drive to a timely success for all Commercial Lines Divisions.
Worked with the technology group and the business system matter experts to create the business requirements and the functional requirements for each commercial project.
Created test plans and test cases for user acceptance testing. Responsible for testing each project and had final sign-off responsibilities to commit each project to production.
As Project Manager, led the development and design to automate the Commercial Automobile line of business at St. Paul
Managed a team that developed requirements, tested, implemented and supported the Commercial Auto, Workers Compensation, Commercial Package Policy and Commercial Umbrella.
Participated in development, design and implementation of web based object oriented systems for policy quoting, issuing and processing.
Implemented all regulatory/mandatory state changes to ensure compliance with the various departments of insurance for all Commercial Lines of business.
Led the development of the graphic user interface screens for the Small Commercial Policy products.
Created an agency rating tools for Small Commercial agents. This application provided the agent the ability to quote Property/Casualty, Auto, Workers Compensation and Umbrella business at their office or on the road. The product included rating worksheets, quote proposals, applications and industry specific forms.
Implemented upload capability from AMS/Applied for agency rating software to various policy writing system with no duplicate entry.
Management Experience
Designed and managed the Small Commercial division at The Hanover Insurance Group. In Conjunction with the Operations unit, put into production three regional underwriting/operating centers.
Managed and mentored the Small Commercial Regional managers to gain maximum efficiency and quality customer service.
Manage underwriting and production functions to ensure quality profitable business in accordance with company and team goals.
Managed 15 people with a responsibility for 51 million in premium for the state of New York at St. Paul.
Monitors and analyzes overall results, providing direction and corrective action as required to meet profit and growth objectives.
Implement, communicate and administer underwriting policies, procedures, guidelines, and specifications to meet established goals. Lead, coach, facilitate and participate in team operational and quality management efforts
Product Development
At The Hanover Insurance Group, Owned the Business Owners Product (BOP) and coordinating the other Small Commercial products to create a better -ease of doing business- experience at the point of sale.
Responsible for researching, developing and implementing new products and services as well as enhancements to existing St. Paul Products for Small Commercial.
Developed coverage forms, underwriting guidelines and pricing guidelines for new product offerings and major revisions for existing products.
Developed new products for the Middle Market and Small Commercial.
Created workflow and processing training platform for the commercial lines regional centers.
Led team to design, deliver and implement customer responsive products and services.
Designed training seminars for underwriting and policy processing issues specific to each region.
Commercial Operations
Coordinated field operations to improve productivity and service results in the field underwriting centers as well as the agency service centers.
Created employee metrics for each position in the field and audited monthly for progress
Designed workflows for each policy transaction type and communicated to the field.
Created workflow best practices and implemented them countrywide.
Provided value added Management information reports to the field.
Contributed to the development of policy conversion from legacy systems to new systems.
Assisted with business process redesign activities to enhance processing, underwriting and workflow efficiencies.
Conducted performance evaluations by office and provided process improvement initiatives.
Property and Casualty Underwriting
Began my insurance career as a Commercial Lines underwriter at Aetna and worked in various roles in both field office and home office operations including Marketing, Small Commercial, Middle Markets, Large Accounts and Product Development.
Employment:
September 2004 to present - Assistant Vice President - Commercial Specialty Operations
The Hanover Insurance Group
Worcester, MA - Home Office
June 1995 to September 2004 - Agency Sales Director - Commercial Lines Group, Small Commercial
USF&G, St Paul Companies
St Paul, MN - Baltimore, MD office
June of 1988 to June 1995
Aetna Life and Casualty - Director Business Solutions Team - Commercial Insurance Division
Hartford, CT
Education
University of Connecticut
Storrs, CT
B. A. Communication Sciences
Major: Communications, Public Relations
Professional Education: Completed The Leadership Development program at The Center for Creative Leadership, Rensselaer Learning Institute
Well Versed in the use of Microsoft Excel, Word, PowerPoint, Project, Outlook and numerous policy administration systems
Organizations
Boy Scouts of America: Volunteer
Habitat for Humanity - Volunteer
Awards
President Service Award at Hanover Insurance Group
2007 Next Generation Underwriting Team
2008 Emerging State Small Commercial Launch Team
2010 One Beacon Renewal Rights Team
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