The Baldwin Group

Client Experience Leader

UPC Insurance

*Led and motivated a team of up to 60 Underwriters, Non-Licensed Home-Self Inspection Advocates, and Team Leads in the day-to-day Operation of the Client Experience Center. 
*Ensured appropriate coverage in call center operation, Quality Analysis of calls and document processing met quality standards.
* Coordinated and oversaw critical projects involving IT, Finance, Underwriting, and Compliance, including the evolution of Legacy CRM to new platforms. 
*Provided cost savings exceeding $1M by leading critical Legacy CRM policy update project to new platform, coming in ahead of deadline.
*Supervised Replacement Cost Project, ensuring the book of business risks were compatible and brought up to proper inflation related coverage amounts, increasing the value of the book and premium.
*Served as point of contact and liaison during multiple external purchases of books of business and ensured continuity of quality for insureds and Agents. ( Slide, TypTap, and HCI)
*  Managed runoff of all Personal Lines business and established processes and procedures to become a Managing General Agency. 
*Leadership, collaboration, and communication between multiple external vendors in a rapidly changing environment. 
*Provided support during Hurricane season to Claims department; provided call center support and staffed up/down appropriately utilizing temporary employees; onboarded and trained quickly to complete the First Notice of Loss Form and provide extended hours staffing.

Director of Client Experience, Operations and Underwriting

Responsible for managing and facilitating the customer service within the Client Experience Center for Agents and customers alike in a 100% remote environment. 
* Creation of metrics, SLA’s and career ladders for all roles. 
*Continued Coaching of staff resulted in 11 internal promotions to roles within the company.
*Developed and executed customer service plans and trained employees to provide excellent service, including Service Level Goals for the Call Center, and turnaround time for Agent and Insured written endorsements requests.
  *Supervised multiple cross-departmental projects, ensuring accuracy and completion goals were met, including Legacy System transfers, and Book of Business sales to external buyers. 
*Served as POC for financial discrepancies within these transfers, and handled all BBB complaints, along with ensuring compliance.

Manager of Client Experience, Operations and Underwriting

*Focus on improving the customer and Agent experience by understanding risk and offering the best end to end solutions. 
*Use a disciplined approach to exposure evaluation, risk assessment using data proper documentation to support business decisions. 
*Administering and continuous monitoring of underwriting rules, guidelines and insurance legislation. *Developing and maintaining agency and broker relationships.
*Trained the newly created Home Self Inspections Team-this role was previously outsourced.

Underwriter

Liberty Mutual Insurance

* I created and deployed a coaching program throughout Liberty Mutual to improve Liberty Mutual’s Net Promoter Score within the Tampa call center. Due to the dramatic increase in Net Promoter Score (+21 pts in 6 mos), this program was ultimately rolled out to all 6 Call Centers utilizing a combination of call listening, peer-to-peer training, and capturing call flow analysis. 
* I created lunch & learn trainings to increase the knowledge base of systems and procedures; pinpointing knowledge gaps extracted from customer survey feedback. I extracted data from low performing NPS score states and determined certain skill and communication shortfalls, like lack of empathy and incorrect application of safety discounts (auto) and created specific trainings to close these gaps.
* Implementation of this Coaching program dramatically improved NPS, increased SLA’s and first-call resolution.
* I also identified "down-time" that could be used to provide on the spot trainings for employees during slower call periods, removing the need to schedule off phone time to provide required trainings.  This saved millions of dollars in productivity.

Coaching Concierge/ Quality &Training Specialist

Designed and implemented strategies to increase customer loyalty to the Liberty Mutual brand, and retain business.
* Prepared proposals and explained claim and citation impact on rates.  
*Analyzed customer feedback and trends, negotiated contracts, and compiled proposals. 
 ACHIEVEMENTS: Top1 % Retention Agent in 2016/2017; Highest NPS score 2017.

Retention Specialist/All Personal Lines

*Service new and existing customers and create new opportunities for business.
* Develop insurance quotes, close sales, and suggest coverage changes as well as cross sell additional lines of business.
* Auto, Home, RV, Motorcycle, Flood, and Umbrella

Licensed Sales Producer

Hillsborough County Sheriff's Office

Deputy Sheriff

911 Operator

Transformational Insurance Leader: Leading Client Experience and Operations: Seeking new opportunities

Hello! I’m passionate about enhancing the customer and agent experience through comprehensive risk solutions. With a proven track record, I’ve led and motivated teams of up to 60 underwriters, team leads, and home-self inspection advocates. My focus? Quality, accuracy, and operational efficiency.

Key Highlights:

Successfully coordinated critical projects across IT, finance, underwriting, and compliance.
Led a legacy CRM policy update project, resulting in over $1M in savings.
Supervised a replacement cost project to ensure seamless book of business compatibility.

My Commitment:

Developing and executing customer service plans.
Providing tailored coaching for team members.
Crafting individualized career development paths.

I draw inspiration from my family, industry peers, and the unwavering pursuit of doing what’s right. Let’s connect! Reach out if you share my passion for excellence in risk management and customer service. 📊👔

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