Customer Service Quality Control

715-***-**** *******.**@*****.***

linkedin.com/in/carolgilbert24/

Business Travel Accident Underwriter

Accomplished Underwriter with significant success over the past 14+ years in improving underwriting standards and performance levels. Strive for customer satisfaction, and consistently receive recognition for exceptional performance. Utilize collaboration and communication to build strong relationships with clients, colleagues, and brokers. CORE COMPETENCIES

Underwriting Risk Assessment Policy Analysis Financial Analysis Customer Service Regulatory Compliance Quality Control Process Improvement Team Collaboration Medical Billing Customer Satisfaction Customer Retention Team Performance PROFESSIONAL EXPERIENCE

AIG 6/2010 – 6/2024

UNDERWRITER 10/2013 – 6/2024

Performed underwriting responsibilities including quote preparation, quote release, and follow-up to ensure appropriate risk levels for both business revenue and customer success. Contributed to the growth of the A&H Travel Accident product.

Boosted underwriting income by 15% for 2022 – 2023 by collaborating with high-profile brokers to retain renewal business and secure new business opportunities.

Increased efficiency and accuracy by 15% by thoroughly following-up with producers, plan changes, review of amendments, and plan exceptions.

Maintained a 98% compliance rate with company standards by releasing quotes within authorized parameters.

Achieved a 10% improvement in loss ratio performance by implementing risk assessment methodologies to ensure adherence to loss ratio goals.

Attained a 20% increase in departmental results by reviewing, classifying, evaluating, and pricing standard lines within an established level of authority.

Grew customer satisfaction rates by 25% by building positive relationships with an assigned group of agents and customers while providing tailored products.

Secured a 30% improvement in resolution times by researching, analyzing, and escalating customer problems.

Bettered team morale and productivity by 15% after developing and leading professional development initiatives. UNDERWRITING ASSISTANT 6/2010 – 10/2013

Provided assistance to underwriters to streamline processes and reach milestones according to timelines. Participated in team meetings, brainstorming sessions, and group projects to improve team performance.

Attained a 99% accuracy rate for data entry while enhancing data integrity and supporting underwriting processes.

Reduced processing times by 20% by streamlining procedures for modifying policies.

Ensured 100% compliance with state laws and regulations by processing documents with meticulous attention to detail.

Decreased processing errors by 15% by identifying and correcting errors in policy documents.

Increased policy approval rates by 10% by assisting underwriters in risk assessment and policy evaluation. EARLY CAREER EXPERIENCE

Billing Specialist, May Medical Group

Ensured accuracy in data provided by medical coders and compliance with regulations. Managed accounts receivable records and customer billing files. Monitored patient claims including payments and denials.

● Reduced claim rejections by 15% by verifying patient insurance coverage to ensure accurate billing. EDUCATION & CERTIFICATIONS

Certificate of Transcription, Dyersburg State Community College Sales, Account Management, Leadership, Redgrove Associates, 2018

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