IAT Insurance Group

Effective and thriving Operations Manager bringing forth valuable industry experience and a passion for leadership. Results oriented with a proven track record of upskilling overall operations within an organization. Adept in analytical thinking, strategic planning and leading diverse teams. 

•Provides leadership to a high performing, bi-coastal team of Account Managers and Team Leads 
•Partners with Business Transformation Team on large scale implementation projects 
•Oversees procurement and operational budget for designated team
•Audits internal files to ensure compliance and adherence to guidelines for appropiate documentation
•Drives organizational efficiency and top tier client services
•Ensures quality and production standards are met and align with customer service level agreements
•Facilitates effective communication and change management across functional business environment
•Provides strategic input on operational decisions involving a wide range of stakeholders
•Develops and revises standard operational procedures and workflows as required 
•Implements training programs to support quality assurance and continuous improvement
•Consistently achieves high scores of employee engagement results in Great Place To Work survey

Operations Manager

Drucker + Falk, LLC

Lease apartments while maintaining a strong customer service philosophy, enter relative data into required systems, maintain accurate resident files and assist in all other leasing activities and resident relations.

Leasing Professional

Nationwide Insurance

Leads/supervises 13 direct reports responsible for new, renewal and change business application/policy screening. Responsible for quality and production, development, team building and training. Analyzes complex screening/underwriting issues and recommends process improvements. Monitors work team volume and makes/adjusts workflow plans. Makes appropriate operational changes based on business strategy or changing priorities. Champions change and influences others to meet the objectives. Provides input into broader, longer term department plans. Builds an engaged, motivated and effective team.

Personal Lines Supervisor 

Serves as backup to Supervisor for 15 direct reports. Currently provides subject matter expertise to the team for screening related concepts.  Reviews quality, training and processing workflow. Recommends actions for various associate relations issues amongst the team. Monitors team productivity and achievement of deadlines. Leads, coaches, and engages associates to meet business goals. Partipicates in conducting interviews and debriefings for new hires. Assisting on various Continuous Improvement projects. Acts as engagement role model for the team. Often advocates for associates and peers. Promotes and aids in associate development.

Associate Underwriter Team Lead

Provided mass quanities of quality evaluations for Auto and RET screening. Provided coaching and feedback to associates as needed. Conducted side by side reviews for work efficiency. Motivated associates to take ownership and use resources effectively. Collaborated with Process Management on identifying gaps in processes. Initiated several updates to handling procedures. Facilitated training classes as needed. Prepared internal quality reporting for Supervisors. Involved in quality calibrations, screening team meetings and huddles, regional auto risk clinics, regulatory assessments and audits. Completed special projects as assigned i.e, reason code project. Promoted to PL Lead Screener.

Quality Assurance Analyst

Conducted screening analysis on new business applications, changes and Agent correspondence. Reviewed eligibility guidelines to properly classify personal lines insurance risks. Improved retention rate by providing outstanding customer service. Verified rating information. Secured additional risk information from various sources. Partnered with Underwriters to maximize effectiveness and build relationships with producers. Promoted to PL Quality Analyst.

Personal Lines Associate Underwriter

Serviced billing account transactions for Personal Line products. Processed agent information updates and reviewed account breakdowns. Performed a variety of clerical accounting functions including preparing billing statements and reconciling billing errors. Provided outstanding customer service for agents and customers. Handled escalated or priority requests from businesss partners as needed. Promoted to PL Underwriting Screener.
     
   						 
  							 
Ellen K Richardson

Billing Clerk

Facilitator of Greatness

As a Leader, I excel in aligning impact to strategic results. Are you seeking an accomplished industry leader with proven ability to inspire and develop others while achieving business outcomes? A business partner with powerful communication skills and a talent for gaining buy in? Then let's connect! 

I am a savvy professional with years of combined service in customer support, P&C and Commercial insurance products and leadership. I am knowledgeable in human resource policies  with a solid ability to train and motivate direct reports and leaders. In addition, I am competent in performing detailed analysis and arriving at sound business decisions. My skills include being highly proficient in building rapport and interacting with individuals from diverse backgrounds. I successfully use my combined experience, knowledge, perspective and awareness to translate the vision and drive organizational performance.

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