Customer Service Manager

SHELLI FRAGIAO

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

Tualatin, OR **062

503-***-**** home 503-***-**** cell

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

QUALIFICATIONS

Dynamic and reliable senior-level professional with extensive experience

in all facets of insurance claims, underwriting and sales. Trusted self-

starter with a natural ability to act independently and diplomatically

under stress while maintaining productive communication with a team.

Patient, courteous, and empathetic customer service specialist with a

skill set uniquely tailored for management of group or individual

insurance risk and operations departments.

EXPERIENCE

THE STANDARD, Portland, OR

2013- Present

Team Leader - Rating Analysts

. Supervise Rating Analysts & support staff to ensure timely and

accurate processing of requests for proposals, amendments and

renewals. Ensure decisions are documented, well supported and that

underwriting guidelines are adhered to.

. Hire and train Rating Analysts in underwriting risk analysis and sound

decision making skills.

. Promote and foster effective working relationships between team, sales

staff and underwriters.

. Analyze operations and workflow to identify and implement improvements

for maximization of efficiency and customer service.

. Support career development for Rating Analysts. Use my connections to

help them obtain promotions within the department as well as in other

areas of the company.

Underwriter

2009- 2013

. Apply sound, creative underwriting techniques for group life and

disability policies. Foster great working relationships with the

field offices. Negotiate professionally in adverse circumstances.

Prioritize work effectively to meet all deadlines.

. Underwriting department representative for design and implementation

of Customization & Exception process change.

. Complete amendments to policies with high degree of accuracy and

timeliness.

. Proficient in Excel spreadsheet functions.

. Mentor for Associate Underwriter and Implementation and Underwriting

Specialist (IUS).

. Participated in ISG Mentorship Program as a Mentor in 2010-2011.

SAFECO INSURANCE, Lake Oswego, OR

1995-2008

Claims Specialist- Lead

. Interim Manager. I handled all aspects of managing the team in the

absence of the Unit Manager. This included personnel performance

issues, technical file reviews, maintaining morale, fostering working

relationships within and outside of the department. Allocated workload

within the team and worked with other supervisors to balance work

across the department. All of this was done while working remotely

from my home office. Team/department members were located throughout

the United States.

. Conducted supervisory reviews of Senior Property Claims

Representatives' files, issued file and settlement authority, and

authorized final coverage approval. Evaluated and offered guidance on

every aspect of claims handling. Documented and followed up on

performance issues for yearly reviews and potential disciplinary

issues that could arise in the future.

. Large case commercial property claims team member. Conducted

investigation of the cause of loss, contract analysis and

determination of damage amounts. Met with customers face to face

while handling their devastating large claims that destroyed their

businesses. Handled all communications with empathy and tact.

. Testified in depositions and trials as the company representative when

suit was brought against the company.

. Subject Matter Expert for the department for all commercial property,

business interruption and employee dishonesty claims.

. Worked with Accenture to identify and implement best practices and

core competencies. Designed training materials to introduce best

practices for department. As a result, the department decreased Lost

Economic Opportunities from 18% down to 2.4%.

. Implemented highly successful company training program that defined

and developed the fundamental protocol for claims handling.

PRUDENTIAL INSURANCE, Silverdale, WA

1993-1994

Sales Representative

. Fully Licensed Property and Casualty, Life and Health agent. Sold

auto, homeowners and life insurance policies.

. Licensed with SEC Series 6 and 63 to sell Mutual Funds.

DEPARTMENT OF DEFENSE, US Navy, Bangor, WA

1986-1993

Supply Analyst/Training Coordinator/Accountant

. Coordinated all training for department of 100 employees.

. Director of program for 100+ Navy and civilian volunteers for the

local school district.

. Handled all accounting functions for the supply department on multiple

Trident submarines.

. Controlled all acquisitions of supplies for multiple Trident

submarines

EDUCATION & CERTIFICATIONS

. Bachelor of Arts in Economics - University of Washington

. AIC Designation - Insurance Institute of America

. Competent Toastmaster - Toastmasters International

VOLUNTEER EXPERIENCE

. Mentor for ISG Mentoring program -2010 through 2011

. Registrar for Tualatin Youth Baseball 2007-2013 with an average of 450

participants yearly.

. Website Administrator 2013 - present

. Completed my first year of registration using traditional walk-up

registration process.

. Set up on-line registration process and have worked with company

representative to improve the process yearly. Transitioned to on-line

registration system entirely in my second year as registrar.

. Volunteer Coordinator and communications for Tualatin High School

baseball program.

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