Customer Service Insurance
Resume:
Sandra Prete
*** * *** ***. ***** Park, IL ***** 630-***-**** *******@*****.***
SUMMARY OF QUALIFICATIONS
Highly organized Underwriting/Customer Service Manager along with providing technical support to an Insurance Organization. Excellent multi-tasking and communication skills with hands on knowledge of various computer programs including Lotus Notes, Outlook, Excel, Access, Crystal Reports and Word. Self starter with a superior memory for details and a strong work ethic.
EXPERIENCE & ACCOMPLISHMENTS
KAI Advantage Auto/Mendota Insurance Itasca, IL June 2012 – February 16, 2017
Underwriting/Customer Service Manager and Vendor Relations Manager
Intermediary between system personnel (vendors) and Subject Matter Experts. Responsible for maintaining all vendor systems for the KAI Advantage Group and Amigo Insurance in Florida.
Responsible for maintaining the following systems:
oInsuresoft Diamond System for KAI Advantage.
oKiiS System for UCC/ASI and Amigo Insurance
Project leader for Process Re-engineering for Underwriting/Customer Service
Implementation Manager for the Satisfaction Survey
Manager of Call Center and Mailroom Personnel
Kingsway America/KAI Advantage Auto Elk Grove Village, IL September 2010 – June 2012
Vendor Relations Manager
Intermediary between system personnel (vendors) and Subject Matter Experts. Responsible for maintaining all vendor systems for the KAI Advantage Group and Amigo Insurance in Florida.
Responsible for maintaining the following systems:
oInsuresoft Diamond System for KAI Advantage.
oStingray System for Amigo Insurance.
oKiiS System for UCC/ASI and Amigo Insurance
Project leader for Process Re-engineering for entire organization.
Kingsway America/American Service Insurance Elk Grove Village, IL 2005- September 2010
Senior Business Analyst
Intermediary between system personnel and Subject Matter Experts. Technical expert responsible for interpreting computer functionality specific for layperson.
Responsible for working with Subject Matter Experts within the Business for training/new projects/state rate reviews:
oRate Reviews: Texas – 4 programs, Illinois Downstate and Illinois Upstate
oKAI Connect - Portal for Producers to submit changes on policies
oSubject Matter Expert (SME) for KAI Connect Project
Trainer for Subject Matter Experts in Elk Grove Village for Claims, Accounting and Underwriting/Customer Service
Analyzed business requirements for the multiple companies within Kingsway.
Project Manager for new system implementation – Insuresoft Diamond System
Supervisor Business Quality
As the Supervisor of Business Quality, I led the effort in assuring that the Business Quality Department was completing and meeting all deadlines for Kingsway America.
Responsible for working with upper management for successful roll-out of new projects:
oTrue Premium Roll Out – New Commercial Auto Product
oDocuments On Demand – Access for Kingsway America Producers
Coordinated moving Access Queries and Crystal Reports from one database to another.
Managed the combining of two companies’ workflows (Universal Casualty and American Service Insurance) into one process for 4 departments that I was supervising.
oBusiness Analysts – 7 associates
oClerical Staff – Print Process and file clerks – 4 associates
oProcessors – 9 associates
oQuality Control – 1 Associate
Analyzed the practices between the two companies and combining them into the best practices for the company. This was for all 4 companies.
Appointed as Subject Matter Expert for Elk Grove Village Office and appointed as lead contact with Miami and Eagan locations.
Analyzed practices from a sister company to write business requirements to add new functionality to the current system for Elk Grove Village and Miami.
Senior Business Analyst
Intermediary between system personnel and users. Technical expert responsible for interpreting computer functionality specific for layperson and creating training material for the Business Analyst Unit
Responsible for working with upper management/vendors for successful roll-out of a new state roll out – Georgia Personal Lines
Subject Matter Expert of our Commercial Lines Computer Program for American Service Insurance.
Create access/crystal reports for Account, Claims, Underwriting based on the requirements provide by the departments.
Team member on all American Country Jurisdiction Planning Teams (Claims, Billing, Policy, Reinsurance, and Reporting) to Web Based Insurity – 4 states
Training of other departments on Crystal Report and access.
Developed and maintained all claims training procedures for the Business Analyst Unit.
Winner of the Outstanding Service Award for superior service in February 2006.
Team Member for the successful roll out of new documents for all personal lines automobile policies (Document Science Project)
Developed the process and procedures for TX Statutory reporting manually until the system was programmed.
Team lead for major state regulated projects:
oIL Department of Insurance Reports
oIL Cost Containment Report
oNew Document Project
oTN and TX State Roll-outs (5 programs with 2 raters)
Liberty Mutual/Prudential Financial Oak Brook, IL 1978-2005
Business Analyst
Intermediary between system personnel and users. Technical expert responsible for interpreting computer functionality specific for layperson.
Administered the Prudential policy book roll to Liberty Mutual through participating as a transition team member for sale of Prudential Financial to Liberty Mutual Insurance Company. Responsible for determining internal end user needs post close, separating regulatory data between companies and reviewing authority levels for data integrity.
Developed and maintained the Oak Brook Regional Business Continuation Plan including process flows, system requirements, building and equipment needs. Ongoing project with continual enhancements including database development.
Part of a team responsible for the successful roll out of a new mainframe and software system called Navigator. 18 month project requiring training and support for end user.
Guided a countrywide 20 person team responsible for a new underwriting credit score rating system enabling variable rating levels based on multiple criteria. Individual creator for all training materials needed.
Tutored 50 Liberty Mutual Underwriting and Production associates on the prudential policy writing system.
Facilitated the transition of daily work from Prudential to Liberty Mutual Strategic Business Units.
Participated in sessions to identify critical issues that need to be identified for a seamless transition of work for the closing of Oak Brook.
Winner of the coveted “Director’s Award” 1999, 2000, 2002, 2003 for the successful completion of special projects not related to current job function.
Supervisor
Multitasked leadership positions held in Personal Lines Property and Casualty.
Supervised multiple teams including: Micrographics, Commissions, New Business Processing, Customer Service and Endorsement Processing to achieve local goals and high level of efficiencies.
Evaluated new-hires performance and recommendations for job compensation.
Executed goals to reduce carryover and meet time service.
Examined work flows to streamline and eliminate unnecessary processes.
Customer Service Training and Development
Coordinator and company representative for training and facilitating all customer service associates. Responsible for developing and designing training programs.
EDUCATION
Completed INS 21 and INS 22 Classes – June 2008
Excel 2003 – Level 3 – May 2008
Microsoft Access Level 2 – September 2007
Front Page – Level 1 – August 2006
Excel 2003 – Level 2 – June 2006
Crystal Reports 10 – Level 1 - August 2005
Microsoft Access Level 1 – June 2005
Microsoft Access Beginner Training – 2003
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