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Underwriting researcher

Bellevue, Washington, United States
January 31, 2018

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Insurance Underwriting

Process Improvement Auto Insurance Training

Proven record of consistent advancements based on achievements

Profile: Dedicated, top performing professional with a Fortune top 50 company. Experienced in underwriting, customer service, and problem resolution. Expertise lies in analyzing complex files, improving business procedures and training employees on various job roles, and systems. Computer Science undergraduate.

Key Strengths and Skills



Model & Drive Collaboration

Process Improvement


Problem Solving

Customer Service

Compiling and updating Data

Microsoft Excel

Microsoft Office

Documenting Defects

Working under pressure

Proven History

Model & Drive Collaboration: Proactively identified a barrier in our process that was delaying auto policy issuance for the customer. Networked to locate business partners to assist with the resolving the issue. Collaborated to identify and implement a solution. Resulted in immediate policy issuance and a satisfied customer.

Process Improvement: Discovered an email issue within our process that was triggering an increase of agency calls and canceled auto policies. Advised a simple change to the style of the email that would allow the underwriting teams to locate information needed and process applications more efficiently. This suggestion has been implemented and has significantly reduced the volume of canceled policies due to non-response, and calls to our contact center.

Training & Up skilling: Selected by leadership to train peer Underwriting Service Assistants (USA’s) on multiple roles to allow for improved ability to handle various work types. Developed a training approach that incorporated work type shadowing and on the spot feedback in the role. By leveraging underwriting knowledge and expertise, peers were trained in the new roles within two weeks and are able to efficiently work between multiple work types.

Customer Service: Received an escalated request around a customer bring required to obtain mandatory insurance on their vehicle due to a delay in our processing. Located the application, identified the missing components, and partnered with the agent to get correct information. These efforts resulted in the policy being issued quickly and the customer avoiding an expensive mandatory insurance compulsion.


DeVry University

June 2010

B.S. in Computer Science / GSP

Midterm project chosen as overall winner, selected to go to the Game Developers Conference.


Underwriting Service Assistant


State Farm Insurance

Selected by leadership to be the team Researcher due to quick learning agility and strong communication skills

Responsible for escalated and rush cases

Trained peers on different roles and new systems

Worked with agents to process emergency issues and save customers

Accomplishments include:

-Received multiple recognitions from agents and business partners on excellent level of service provided

Special Account Manager



Responsible for following up with client and drivers

Created and updated tracking reports for special cases

Worked directly with Fortune 50 Company leadership

Work with the biggest client on new project

Verizon Tech Coach



Resolved customer complaints

Performed side-by-side coaching to agents

Acted as a Team resource

Accomplishments include:

-Selected to create a system to improve call metrics based on top performance

Advanced Tech Support


Stream Global Services

Instructed agents in call handling guidelines

Developed agents’ soft skills to improve customer satisfaction

Took escalated calls

Trained agents on the floor in new systems and guidelines


Andrea House

Underwriting Support Services Supervisor


Brenda Stanley, PLLC

Associate Broker


Joe Branger

Microsoft Software Engineer 2


Contact this candidate