Summary
Overview
Work History
Education
Skills
Computer Skills
Timeline
Generic

Amber Ward

Summary

Seasoned Operations Manager and talented leader with 19 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

19
19
years of professional experience

Work History

Operations Systems and Training Manager

Adventure Club Insurance
12.2021 - Current
  • Collaborated with executive committee to launch company from start-up.
  • Created B2B lead referrals that has resulted in over 700 high quality leads monthly.
  • Within first 7 months generated $557,000 in written premium.
  • Obtained initial agency licensing in 46 states.
  • Created a business plan, mission statement, and employee handbook.
  • Created training videos and workflow procedures.
  • Initial setup for agency management system, CRM phones, and Microsoft accounts, making sure all systems were integrated together.
  • Established relationships with four insurance carriers within first three months to obtain carrier appointments, without using an aggregator.
  • Established positive effective communication for a work from home team.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Trained and guided the call center sales team by creating and monitoring key metrics for weekly, monthly, and quarterly performance.
  • Created excel scoreboard to create competitive competition, along with monitoring commission and bonuses.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands.
  • Led sales training by establishing effective scripts and role playing.
  • Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
  • Implemented process improvements to shape organizational culture, optimize procedures for higher efficiency and help the company evolve and grow.

Personal Lines Department Manager

Steffey Insurance Agency
04.2021 - 12.2021
  • Managed staff workload to ensure efficient, timely, and accurate processing of transactions.
  • Established and maintained relationships with carriers, underwriters and marketing personnel.
  • Recruited, hired and trained personal lines staff.
  • Designed workflow processes and created agency standards.
  • Set team and individual KPIs and provided regular, actionable feedback.
  • Analyzed company training methods and made adjustments to rectify issues, increase efficiency and exceed training goals.
  • Evaluated individual knowledge, skills and strengths and assigned team positions to maximize talent areas.
  • Evaluated trainee performance to provide individual coaching, tools and constructive feedback.

Operations Manager & Producer

Realty Group Insurance
11.2013 - 04.2021
  • Developed and maintained standard operating procedures.
  • Prepared reports for agency owner.
  • Setup new carriers and trained employees on their quoting systems.
  • Created agency referral partners through networking and conventions, resulting in a high quality flow of leads.
  • Processed on-boarding and renewal paperwork to setup and maintain contracts with carriers.
  • Maintained agency licensing and compliance.
  • Monitored agency loss and profit sharing bonuses.
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
  • Remarked current accounts and negotiated commission rates to increase an additional revenue.
  • Stayed up-to-date on laws and licensing requirements.
  • Tracked business revenue and expenditures and reconciled accounts to maintain high accuracy.
  • Organized budget documentation and tracked expenses to maintain tight business controls.
  • Developed and implemented reporting and auditing tools to improve incentive administration processes, policies and procedures.
  • Calculated, validated accuracy of and submitted commission payments within specified deadlines.

Customer Service Representative

H.J. Spier
05.2012 - 11.2013
  • Managed a wide variety of customer service and administrative tasks to resolve customer issues quickly and efficiently.
  • Increased retention rates for renewal and exceed new business written premium goals.
  • Remarked and negotiated E&S business commission in order to generate additional commission for the agency.

Personal Lines Assistant Underwriter /Marketing Representative

Burns & Wilcox
07.2004 - 05.2012
  • Attended marketing events and agency visits to maintain B2B relationships.
  • Reviewed, classified, and rated insurance applications
  • Conducted annual reviews of existing policies to update information.
  • Checked inspections and sent out recommendations
  • Set up the forms list for policy typist
  • Proof read and issued polices
  • Trained and set up agencies' on-line quoting
  • Controlled loss by assessing risk, conducting system analysis and recommending policy solutions.

Education

Licenses
Property & Casualty- Resident License Indiana

Indiana Business College
Business Administration And Management
2001

Indiana Business College
Professional Accounting
2001

Skills

  • Strong P&C Experience
  • Problem Solving
  • Accounting
  • Underwriting
  • Sales
  • Marketing
  • Coaching and Mentoring
  • Company Policy Compliance
  • Licensing Management
  • Staff Coordination
  • Change Implementation
  • Self-Starter

Computer Skills

Microsoft Office-Word, Excel, Outlook, Powerpoint, OneNote

Concept One, Applied Systems, Ezlynx, Partner XE, Vertafore PL Rating (Management Systems/Quoting)

Peachtree, Quickbooks, AS400, Ezlynx (Accounting Systems)

Tableau, Excel (Scoreboard)

Teams, Zoom, Vonage, Ringcentral

Timeline

Operations Systems and Training Manager

Adventure Club Insurance
12.2021 - Current

Personal Lines Department Manager

Steffey Insurance Agency
04.2021 - 12.2021

Operations Manager & Producer

Realty Group Insurance
11.2013 - 04.2021

Customer Service Representative

H.J. Spier
05.2012 - 11.2013

Personal Lines Assistant Underwriter /Marketing Representative

Burns & Wilcox
07.2004 - 05.2012

Licenses

Indiana Business College

Indiana Business College

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Amber Ward