HE ATHER M. WH ITTIER

512-***-**** • h acvzvd@r.postjobfree.com

INSURANCE UNDERWRITER • CLAIMS ADJUSTER

Underwriting Management / Risk Management / Underwriting Compliance / Loss Control / Financial Reporting A directed and accomplished Insurance Underwriting Professional with 12 successful years of combined experience in Insurance/Compliance Underwriting, Claims Processing, Risk Management, Trend Analysis, Loss Control, Regulatory Compliance and Agent/Client Relations. Broad technical knowledge in accurately assessing industry trends while assisting agents in growing new business and furthering existing business. S killed in synchronizing business, analyzing trends as well as underwriting complex commercial umbrella and premise personal liability policies. Re. Demonstrated strengths include: Underwriting Management • Risk Management Agent/Client Relations Improving Underwriting Performance and Profitability Securing Competitive Advantage Analyze Policy Contracts Coverage Analysis

Loss Control • State Regulatory Compliance Forward Looking Decision Making CAREER PROGRESSION

Veterans Administration Austin, Texas 2016 Present LICENSED ADJUSTER

• Process approximately 150 medical claims per day decipher coverage of incident through rigorous investigations, review and technical research, detecting possible fraud, duplication and/or waste as well as flagging suspicious looking claims

• Develop/maintain classified materials maintain confidentiality working with records and files, complying with HIPPA and government rules and regulations

• Diligently go through each claim with a fine tooth comb before submitting, ensuring everything is accurate and legitimate Progressive Insurance Austin, Texas 2006 2012

CLAIMS ADJUSTER

• Processed automobile insurance claims, involving personal injuries or 3r d

party property damage from liability situations

• Inspected and investigated claims to determine extent of damages by viewing photographs, statements, and interviewing claimant and witnesses verified coverage through insurance policy valuated damages to ascertain compensation amount

• Consulted with police, accountants, architects, construction workers, engineers, attorneys and physicians to get expert evaluation along with viewing hospital records

• Listened to recorded statements and/or watched audio/video surveillance when available

• Evaluated information to determine how to handle the claim negotiated with claimant to settle issued payout amounts Farmers Insurance Austin, Texas 2012 2015

UNDERWRITER • COMPLIANCE SPECIALIST

• Well respected by upper management and colleagues, underwriting 5 10 commercial and consumer policies per week, primarily within the State of Texas while maintaining compliance

• Analyzed and conducted risk assessment associated with each policy, following regulations and compliance

• Diligently proofread each policy before submitting back to agents, ensuring pricing, terminology and wording was correct throughout the policy explained underwriting conditions as well as if policy was accepted/declined to relay to client

• Applied strong knowledge and understanding of analyzing financial statements, authorizing business based upon company’s history, researching regulations and industry trends associated with each policy

• Expertly trained newly hired Underwriters on how coverage works while getting them up to speed on company guidelines, collateral needs, procedures and software assisted agents by providing selling points that helped them close in record time

• Published, “H ow Credit is Used to Underwrite a Policy, ” for the Breaking News Newsletter, January 2013 uShip.com Austin, Texas 2012

COMMUNITY TRUST & SAFETY ASSOCIATE

• Assisted clients posting items that needed to shipped to company’s online portal created tickets that rectified errors in order for customer to get the best possible shipping price for their item from 3r d

party vendors

• Worked with customers through high volume of calls and emails ranging between 65 70 per day communicated with day shift on major issues to continue ongoing resolution for the customer, ensuring satisfaction every step of the way

• Trained newly hired staff how to assist customers and handle numerous customer service issues at one time as well as how to maintain a positive response while resolving concerns using tact and good judgment

• Collaboratively participated in getting a new insurance process online that helped client obtain the insurance documents online from the providers, which is still installed today HE ATHER M. WH ITTIER

Page 2

Progressive Insurance Austin, Texas • Cleveland, Ohio 2006 2012 CUSTOMER SERVICE REPRESENTATIVE, COMMERCIAL AUTO DIVISION

• Identified and qualified potentially new clients through hundreds of inbound calls per day

• Won numerous contracts through highly consultative sales and relationship building

• Answered questions, obtained information and matched clients’ needs with requirements for auto insurance

• Reviewed insurance plans with each client, explained laws, policy provisions and premium formulas

• Maintained excellent customer relations, and secured trust and confidence, manifesting repeat and referral business

• Achieved notable recognition and spurred growth through continuously winning business

• Took payments, researched issues and resolved complex items

• Decided if risk factor was acceptable, what endorsements were used, classification and/or cancellation addressed client in a professional manner regarding approval or decline

• Cross sold additional premiums maintained existing business through contact on an annual and/or quarterly basis

• Taught, mentored and trained newly hired reps, helping them transition from practice calls to their first call alone Bank of America (MBNA) Beachwood, Ohio 2002 2006

CUSTOMER SERVICE REPRESENTATIVE

• Took inbound calls, assisting customers with account disputes, information updates, billing inquiries, changes and adjustments

• Provided continual service in a challenging and ever changing environment with all types of individuals on a one on one basis, always remembering requests and answering questions immediately

• Assisted customers in every way possible handled numerous customer service issues at one time

• Due to excellent problem solving abilities, i roned out dilemmas and worked with accounts on an individualized basis, saving numerous accounts from leaving the company

• Reduced number of complaints via troubleshooting, patiently asking questions and listening to their concerns to rectify any escalations, disputes, errors and discrepancies continuously scored above average on all customer satisfaction survey

• Maintained a sharp awareness of both the spoken and unspoken needs of customers, immediately responding to concerns or inquiries

EDUCATION: B.S. in Communication Studies, Minor in English, Kent State University, Lambda Pi Eta Kent, Ohio TRAINING: CIC Training

LICENSE: Licensed Claims Adjuster, State of Texas

PUBLISHED: “H ow Credit is Used to Underwrite a Policy, ” for the Breaking News Newsletter, January 2013 TECHNOLOGY: Windows, Word, Excel, Outlook, Lotus Notes and In House Software Programs

Contact this candidate