Underwriting researcher
Resume:
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
Networking
Training
Model & Drive Collaboration
Process Improvement
Teamwork
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.
Education
DeVry University
June 2010
B.S. in Computer Science / GSP
Midterm project chosen as overall winner, selected to go to the Game Developers Conference.
Experience
Underwriting Service Assistant
2016-Current
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
2015-2016
OnTrac
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
2013-2014
Asurion
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
2012-2013
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
Reference:
Andrea House
Underwriting Support Services Supervisor
Brenda Stanley, PLLC
Associate Broker
Joe Branger
Microsoft Software Engineer 2
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