Experience

Torrent Technologies

• United States
• Insurance
• 100 - 200 Employee

• Senior Underwriter

  • May 2022 - Present

  United States Provide high-quality customer service experience to agents by providing teaching moments and first time final call resolution; mentor junior underwriters in a team environment; work on special projects within tight deadlines; ensure new business polices are processed within client service level agreements; assist claims with taking First Notice of Loss for large-scale loss events.

• Underwriter

  • Jan 2020 - May 2022

  Overland Park, Kansas, United States Specialized training in working with older policyholders. Assisted with reforming policies due to map changes and corrections.



Olney Theatre Center

• United States
• Performing Arts
• 1 - 100 Employee

• Box Office Associate

  • 2007 - Present

  Olney, Maryland Process patron orders received via telephone and walk-up in a busy office setting. · Review patron accounts and make product recommendations based on past order history, adding to client satisfaction and increasing revenue · Act as “the face” of the organization for patrons—answer general questions, engage with patrons and create a positive, welcoming environment. · Supervise staff as needed, including during high-demand times, optimizing successful teamwork strategies to ensure a… Show more Process patron orders received via telephone and walk-up in a busy office setting. · Review patron accounts and make product recommendations based on past order history, adding to client satisfaction and increasing revenue · Act as “the face” of the organization for patrons—answer general questions, engage with patrons and create a positive, welcoming environment. · Supervise staff as needed, including during high-demand times, optimizing successful teamwork strategies to ensure a smooth client experience. · Part of a team that increased revenue through focus on membership development and retention. · Train new employees, including interns, on box office software, as well as the finer points of customer service. Show less



Aon

• United Kingdom
• Financial Services
• 700 & Above Employee

• Operations Specialist II

  • Nov 2019 - Nov 2020

  Owings Mills, Maryland



Assurant

• United States
• Insurance
• 700 & Above Employee

• Underwriter I

  • Sep 2018 - Nov 2019

  Remote Processed changes to flood insurance policies for a company participating the NFIP Write-Your-Own Program. • Processed applications and money endorsements in compliance with National Flood Insurance Program guidelines. • Research payments to ensure premium is correctly applied and coverage is at requested amount. • Part of a team dedicated to providing quick response to agent inquiries regarding pending flood applications. • Develop relationships with agents to help them develop… Show more Processed changes to flood insurance policies for a company participating the NFIP Write-Your-Own Program. • Processed applications and money endorsements in compliance with National Flood Insurance Program guidelines. • Research payments to ensure premium is correctly applied and coverage is at requested amount. • Part of a team dedicated to providing quick response to agent inquiries regarding pending flood applications. • Develop relationships with agents to help them develop confidence in writing flood insurance and with building their book of business. * Worked 100% remote.

• Sr Customer Care Specialist

  • May 2018 - Oct 2018

  Remote Assisted callers with flood insurance policies written through the Write Your Own program of the National Flood Insurance Program. * Answered questions from all level callers, from policyholders to officials, regarding flood insurance policies, including private flood insurance. * Took payments manually as needed, ensuring that policies are paid in grace period. * Took first notice of loss reports from callers following natural disasters. * Processed non-money… Show more Assisted callers with flood insurance policies written through the Write Your Own program of the National Flood Insurance Program. * Answered questions from all level callers, from policyholders to officials, regarding flood insurance policies, including private flood insurance. * Took payments manually as needed, ensuring that policies are paid in grace period. * Took first notice of loss reports from callers following natural disasters. * Processed non-money endorsements to policies.



National Flood Services

• United States
• Insurance
• 1 - 100 Employee

• Underwriter, Customer Care Team, NFIP Direct

  • 2011 - 2017

  remote Answered client inquiries regarding flood insurance policies; answered questions, provided information, and made referrals as needed. · Processed applications and endorsements in compliance with federal guidelines, with special emphasis on first-time final contact. * Experience with rating submit-for-rate policies, as well as policies in the Severe Repetitive Loss program. · Worked independently and with other staff and departments as needed, resolving pending issues involving… Show more Answered client inquiries regarding flood insurance policies; answered questions, provided information, and made referrals as needed. · Processed applications and endorsements in compliance with federal guidelines, with special emphasis on first-time final contact. * Experience with rating submit-for-rate policies, as well as policies in the Severe Repetitive Loss program. · Worked independently and with other staff and departments as needed, resolving pending issues involving claims and compliance issues. · Represented the company in a positive manner to agents, policyholders and general callers while maintaining confidentiality and professionalism. · Achieved excellent processing and phone quality scores due to attention to detail and job knowledge. * Experience working remotely. Show less



HP

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Underwriter

  • 2006 - 2011

  Rockville, Maryland Answered client inquiries in regard to new and existing flood insurance policies. Processed new business applications and changes to policies in compliance with client and federal guidelines. · Built and maintained relationships with agents, ensuring satisfaction with the client experience. · Placed in charge of sensitive clients due to outstanding customer service skills and ability to resolve issues while developing a trust relationship.



Datawatch Systems

• United States
• Security and Investigations
• 100 - 200 Employee

• Systems Programmer

  • 1999 - 2006

  Bethesda, MD Troubleshooted issues with client access card/key systems; trained clients in use of proprietary card activation software; worked with technicians on new installation; trained new employees; supervised staff of 6 on a daily basis in a busy call center/processing environment; ensured daily workload is processed within time limits and ensure that work was completed accurately.