NavSav Insurance

-Enterprise Administrator for our Applied EPIC. 

-Oversee the cost management of all legacy LMS as well as current LMS including additional features. To collect, analyze, and report cost information more effectively in order to forecast and monitor costs.

-Oversee $2.3 Million in system assets. 

-Review and validate current and future vendor contracts.

-Contribute to business case justifications and cost/benefit analyses for cross-departmental spending and initiatives.

-Collaborate with multiple technology teams to deliver projects and ensure proper implementation.

-Led the Agency Success Leaders IVANS download team, and Client Experience Groups, providing strategic direction and fostering a culture of data excellence.

-Develop and implement efficient processes to align data integrity with product management and ensure consistency among products.

-Drive continuous quality and performance improvements through data analytics, process analysis, and the delivery of enhancements, meeting c-suite goals.

-Act as the liaison for the data team and Client Experience team in internal discussions, workflow planning, and process enhancement initiatives.

-Plan and direct team activities, ensuring the achievement of goals and objectives.

-Maintain strong carrier and vendor relationships, applying expertise to meet carrier expectations and retain both carrier and vendors.

Senior Applications Support Manager

Indium

Main Responsibilities

-Responsible for the creation of workflows/schedules.
-Responsible for the use of project management software, such as Clickup, Basecamp, and Asana. 
-Responsible for the support of multiple projects at various stages across the full L&D team.
-Responsible for communication of larger project timelines with cross-functional teams. 
-Responsible for problem-solving, and facilitating team in mitigating risks. 
-Develop content using the ADDIE Instructional Systems Design methodology

Content Creation

-Co-create agency training content in various formats including video tutorials, job aids,
manuals, lesson plans, newsletters, and articles.
-Deliver training content virtually via Teams calls, workshops, and webinars teaching keystone courses such as insurance sales, customer service, client retention, leadership, etc.
-Facilitate in-person training classes, sales boot camps, and agency events. Speak at industry events on occasion such as conference breakout sessions, panels, and round tables.

Vendor Support

-Coordinate identification of resource needs and time frame for the L&D team. 
Responsible for the creation of documentation and guidelines, including schedules, that meet the needs of vendors. 


Communication Across Multi-Teams

-Lead and schedule team meetings for calibration, and follow-up. 
-Responsible for responding to cross-functional inquiries and attending meetings as needed. 
-Coordinate with other internal departments and vendors to ensure strong, open, and ongoing communication during the development process.

Learning And Development Specialist

The Liberty Company Insurance Brokers, Inc.

•	Background converting agencies from AMS360, Epic, TAM, Sagitta, EZLynx, Hawksoft.
•	Deliver system management recommendations & system configurations.
•	Maintain documentation of all conversions to ensure future success of insurance agency conversions.
•	Maintain in-depth knowledge of AMS360 and insurance agency management trends by attending yearly Vertafore conferences.
•	Created in-depth agency on-boarding manual to allow for future training.
•	Assist users in successfully implementing and leveraging tool(s) to improve workflow.
•	Answer high volume incoming AMS360 help desk email requests from users
•	Work as a strategic and collaborative partner to all operations department team members

Vertafore Onboarding Specialist / Sr. Applications Support Manager

SFI Group

•	Maintained high standards of customer service by building relationships with clients.
•	Analyzed client needs, coverage forms, and quotes.
•	Prepared and submitted applications to appropriate carriers for new business quoting.
•	Prepared summaries of insurance, schedules, and proposals for review with clients.
•	Customized insurance programs to suite clients’ individual needs.
•	Identified exposure to loss and recommended appropriate coverages
•	Consistently stayed up to date on job knowledge to learn about new products and services
•	Training new hires on agency management system and department procedures
•	Responsible for transition of agency management system from Applied EPIC to AMS360 (2020)
•	Responsible for upkeep of current date in AMS360 i.e., carrier download, and company contacts.
•	Running reports as needed for management, producers, and other staff.
•	Support for IT and equipment management
•	Set up new employees in management system as well as acquired carrier logins

Applications Support Manager / Licensed P&C Producer

SEWELL INSURANCE AGENCY INC

•	Licensed P&C Agent in North Carolina, South Carolina, and Virginia. 
•	Check to ensure that appropriate changes were made to resolve customers' problems.
•	Compare disputed merchandise with original requisitions and information from invoices and 
        prepare invoices for returned goods.
•	Complete contract forms, prepare change of address records, and issue service discontinuance
        orders, using computers.
•	Confer with customers by telephone or in person to provide information about products and 
        services, to take orders or cancel accounts, or to obtain details of complaints.
•	Contact customers to respond to inquiries or to notify them of claim investigation results and any 
        planned adjustments.
•	Determine charges for services requested, collect deposits or payments, and/or arrange for billing.
•	Keep records of customer interactions and transactions, recording details of inquiries, complaints, 
        and comments, as well as actions taken.
•	Obtain and examine all relevant information to assess validity of complaints and to determine 
         possible causes, such as extreme weather conditions that could increase utility bills.
•	Recommend improvements in products, packaging, shipping, service, or billing methods and 
        procedures to prevent future problems.
•	Refer unresolved customer grievances to designated departments for further investigation.
•	Resolve customers' service or billing complaints by performing activities such as exchanging 
        merchandise, refunding money, and adjusting bills.
•	Review claims adjustments with dealers, examining parts claimed to be defective and approving or 
        disapproving dealers' claims.
•	Review insurance policy terms to determine whether a particular loss is covered by insurance.

Licensed P&C Agent / Customer Service Representative

US Army

Received an Honorable Discharge for time served.

33 Mike

Passionate about Excellence and Innovation in the Insurance Industry! 🚀

With a dynamic career spanning diverse domains including Support Services, Accounting, Compliance, and Underwriting, I've spent two decades dedicated to delivering transformative results.

My journey has been fueled by an unwavering commitment to driving improvements, streamlining processes, and fostering innovation. I thrive on challenges and have consistently sought opportunities to make a positive impact in every role I've embraced.

Whether it's optimizing operational efficiencies, ensuring rigorous compliance, or championing underwriting excellence, I approach each endeavor with enthusiasm and a hunger for continuous improvement.

I believe that innovation is the key to staying ahead in this ever-evolving industry, and I'm excited to be at the forefront of change. Let's connect and explore how together, we can elevate the insurance landscape and make a lasting difference.

Ready to innovate and excel! 🌟 

#InsuranceInnovator #ProcessImprovement #ExcellenceMatters

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