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Customer Service Insurance

Location:
Warsaw, OH, 43844
Salary:
Negotiable
Posted:
March 24, 2017

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Resume:

CYNTHIA HARPER

***** ******** **** *** 330-***-****

Warsaw, Ohio aczgti@r.postjobfree.com

Qualifications Summary

18+ years administrative &

management experience

Engagement, Diversity &

Continuous Improvement

Quality Assurance & Compliance

Helpdesk

Software QA Personal Lines Insurance Underwriting/Risk Analysis

Software Testing Microsoft Office Products: Word, Excel, PowerPoint

Customer Service Delivery/Call

Support

Property/Homecare Insurance

Screener/Underwriter

Personal Lines Underwriting Standard and Specialty Auto Professional Experience

AmTrust Financial – Cleveland Ohio

Business Testing Analyst 04/2015-10/2016

Worked directly with business heads and stakeholders to improve helpdesk reporting processes

Performed manual testing of forms and systems for $80 million line of business

Maintained system rating updates via sprint software development life cycle

Exceeded performance goals 12 months in a row, moving more tests than all other teams

Worked with development and product management teams to implement new systems enhancements

Managed help desk email for internal underwriters and external agents using our systems Nationwide Insurance – Canton, Ohio:

Personal Lines Property and Auto Lead: 09/2010-04/2015

Led, managed, mentored, and trained a group of 22 associates

Responsible for distribution of work, quality rebuttals, one on one personal training, working with process management in gray areas that require underwriting curiosity and resolution

Maintained ongoing relationship with Auto/Property underwriters to facilitate proper handling of difficult policies especially where time constraints are an issue

Worked directly with agents to support, train, and assist in difficult cases. Assist in audits and compliance and help develop action plans for the team going forward

Open door policy without judgment to encourage positive results

Participated in various projects to improve processes and skills necessary to lead

Created monthly challenges for associates to aspire to, to keep morale up and quality sharp

Assisted with the redesign and simplification of underwriting rules

Skilled in Marshal –Swift- Boech, AWD (Alternate Work Distribution) tool, Microsoft Office, IBM Notes Revised Insurance to Value – Manager: 10/2008-09/2010

Managed a group of 17 associates. Responsible for all quality reviews and feed back. Generated and distributed productivity and daily pending reports for management

During a period of reorganization, assisted management by providing necessary feedback in areas of resources, training materials, and compliance. Helped determine the best course of action needed to facilitate the team’s needs as we completed all the required changes

Co-authored new written processes designed to eliminate error in the Insurance to Value rules

Worked one on one with each associate to assure compliance

Underwrote, Evaluated, and screened difficult policies for Property, Auto, and Personal Umbrella Liability for new business, renewals, and homecare inspections for continued eligibility

Home Care, Agency Acquisition Team and Auto/Property Screener : 01/1999-10/2008

Homecare: Underwrote New and Existing business for Personal Lines Property

Managed User Ids and Passwords for the Service Center in Citrix. Provided Telephone Support to agents in agency based systems.

Managed OPUS (productivity tool) and work flow

Professional Development

Nominated for 2015 CEO Award for Customer Service (Nationwide Insurance) UNDERWRITING SCHOOL (NATIONWIDE INSURANCE)

COLLABORATING ACROSS GENERATIONS (NATIONWIDE INSURANCE) ADKAR PERSONAL AND PROFESSIONAL DEVELOPMENT

LEADERSHIP AND DEVELOPMENT PROGRAM (NATIONWIDE INSURANCE) STATE PROFITABILITY CLINICS (NATIONWIDE INSURANCE)



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