Customer Service Quality

Christopher J. Hedrick

**** ****** **

La Mesa, CA 91941

Home phone 704-***-****

*********@*******.***

QUALIFICATIONS

Positive attitude and excellent interpersonal skills. Experience working with people of different

backgrounds, personalities and skill sets. Extensive training experience in numerous insurance

fields. Excellent computer, problem solving and customer service skills.

EMPLOYMENT

Jan 2014 – Oct 2014 Underwriting Assistant. Amwins Transportation Underwriters

Process incoming requests for information and endorsements, process MVR’s, log new

submissions into Account management system, and various clerical duties.

Aug. 2009 June 2011 Lead Business Rater, Small Commercial Affinity. Liberty Mutual Insurance

Group.

Responsible for New Business, Renewal, and mid term transactions for small commercial

business. Review and comply with bureau criticisms issued by the National Council on

Compensation Insurance along with individual state workers compensation bureaus. Negotiated

with National Council on Compensation Insurance and individual state workers compensation

bureaus to resolve disputes. Instrumental in developing and implementing new workflow

procedures, including a paperless work environment.

Nov. 2000 Aug. 2009 Middle Market Renewal Underwriting Assistant/Trainer/Quality Analyst.

The Hartford Insurance Group

Extensive experience assisting underwriters with rating and issuing package and standalone

policies including Property, General Liability, Auto, Workers’ Compensation and Umbrella lines of

business. Training of new hire underwriting assistants and primary technical resource for all

tenured underwriting assistants in rating, process and procedures. High technical knowledge led

to being countrywide resource. Responsible for all quality for Renewal Team. Review incoming

calls, quality documents, research defects, report to underwriting assistants, maintain log of all

quality results. Formulate quality initiatives. 100% quality analysis for all new underwriting

assistants to the team. Notable accomplishment in leading team with poor quality scores (i.e. 75

80%) to delivering exceptional quality scores (97 100%) and as a result, the highest ranking team

across the country.

1997 2000 Supervisor of Receiving/Maintenance. Carson, Pirie, & Scott Inc.

Responsibilities including coaching, mentoring, scheduling, training, and annual performance

evaluations of employees. Responsible for accurate and timely receipt of incoming merchandise,

maintain supply inventory, proper adherence to security and safety guidelines, and maintaining

store maintenance levels. Assisted visual merchandising manager by coordinating the placement

of store displays and mannequins which supplied a visually appealing shopping experience for

customers and resulted in higher sales. Responsible for coaching, mentoring, goal setting and

annual performance evaluations of employees.

EDUCATION

1990 1994 Waubonsie Valley High School, Aurora, IL

Licensed Life/Accident & Health Producer – Lic# 0I19175

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