Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Trionna Smith

North Richland Hills,TX

Summary

Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Claims Team Manager - Intake

AAA
Coppell, TX
01.2024 - Current
  • Created and implemented procedures for handling customer inquiries and complaints.
  • Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
  • Implemented team changes which Increased service levels above 85% average.
  • Conducted data analysis and created reports to track progress against goals.

Claims Team Manager

AAA Texas
Coppell, TX
07.2022 - 01.2024
  • Identified areas of improvement within the department and recommended solutions as needed.
  • Resolved escalated customer complaints in an efficient manner while maintaining a high level of professionalism.
  • Ensured compliance with applicable laws, regulations, policies, and procedures related to claims processing.
  • Coordinated on-site interviews with hiring managers and provided feedback to candidates regarding interview performance.

Insurance Sales Manager

AAA Texas
Coppell, TX
06.2019 - 07.2022
  • Conducted regular training sessions with agents to ensure compliance with insurance regulations.
  • Recruited qualified candidates for open positions within the organization's sales department.
  • Top Sales Manager with 50+ Direct Reports
  • Assisted in Promotions to management for four of my direct reports
  • Promoted from East Central office in Ohio to Texas office in 2021

Direct Sales Agent

AAA East Central
Independence, OH
05.2017 - 06.2019
  • Developed a customer service strategy to ensure the highest level of satisfaction.
  • Maintained in the top 5% for sales goals
  • Multiple Sales Summit Qualifier
  • Promoted to Management Position within 2 years

Personal Lines Underwriter

Nationwide Insurance
Cleveland, OH
08.2015 - 03.2017
  • Reviewed and evaluated personal lines insurance applications for Homeowners and Auto to determine acceptability of risk.
  • Analyzed motor vehicle records, loss history, and other pertinent information to assess customer's eligibility for coverage.
  • Approved insurance policies based on approved risks and established premiums.
  • Identified potential fraud cases and worked with the appropriate departments to investigate further.

Senior Underwriter

Allstate Insurance
Hudson, Ohio
03.2012 - 08.2015
  • Ensured compliance with all applicable laws, regulations, and guidelines related to insurance underwriting activities.
  • Top call handler assisting sales agents with new business policies.
  • Lead project coordinator responsible for building resource site as a guide for underwriters to use floor wide for Home and Auto Insurance.
  • Promoted to Senior Underwriter and Escalation Handling in 2013.
  • Lead property service inspection underwriter.
  • Conducted Property Services Trainings for new hires.

Education

Bachelor of Science - Risk Management

Franklin University
Columbus, OH
01-2025

Skills

  • Schedule Management
  • Business Administration
  • Human Resources Management
  • Employee Development
  • Performance Evaluations
  • Negotiation
  • Business Planning
  • Decision-Making
  • Talent Acquisition
  • Compliance Monitoring
  • Escalation Management
  • Call Center Operations
  • Recruitment and Hiring
  • Call Monitoring

Certification

  • Adjuster License
  • Personal Lines Insurance License

Accomplishments

  • Sales Travel Summit Qualifier 2019-2021
  • DSU Management - Be Legendary Award Recipient 2019
  • DSU Management - Team Player Award 2019

Timeline

Claims Team Manager - Intake

AAA
01.2024 - Current

Claims Team Manager

AAA Texas
07.2022 - 01.2024

Insurance Sales Manager

AAA Texas
06.2019 - 07.2022

Direct Sales Agent

AAA East Central
05.2017 - 06.2019

Personal Lines Underwriter

Nationwide Insurance
08.2015 - 03.2017

Senior Underwriter

Allstate Insurance
03.2012 - 08.2015

Bachelor of Science - Risk Management

Franklin University

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Trionna Smith