ANDRIA WILLS
Madison Heights,VA
Summary
Licensed Property and Casualty insurance agent with over twenty years of experience in customer service, processing, coaching and call center support within the insurance industry.
Overview
27
27
years of professional experience
Work History
INSURANCE SERVICES ANALYST- SA360 HYBRID TEAM
NATIONWIDE INSURANCE
09.2021 - Current
- Processing new business post-bind activities for personal lines policies including trailing documents and underwriting notes
- Contacting insureds by email or phone to gather required trailing documents for coverages or discounts needed as a result of policy changes
- Working as a liaison between underwriting and insureds to acquire remedy documentation when underwriting issues are identified
- Maintaining a working knowledge of state-specific processing and compliance procedures and Underwriting guidelines
- Leading quality calibration sessions to ensure consistent handling procedures for the team
- Improving internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks
- Recommending process improvements to identify and remedy constraints and challenges
INSURANCE SERVICES ANALYST II
NATIONWIDE INSURANCE
09.2015 - 09.2021
- Handled inbound phone calls from insureds, agents and third parties to service existing personal lines policies
- Identified and resolved problems through root cause analysis and research.
- Occasionally acted as a SME (Subject Matter Expert) and helped to support new hires in training classes
QUALITY ASSURANCE ANALYST
NATIONWIDE INSURANCE
10.2010 - 09.2015
- Mentored and coached member care representatives on quality topics and strategies
- Lead a project that served to introduce member care representatives to the quality program
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals
- Position was held until the closing of the Lynchburg Service Center at which time the position was eliminated
SERVICING SUPPORT TEAM
NATIONWIDE INSURANCE
06.2007 - 10.2010
- Acted as a help desk representative for internal member care representatives
- Resolved escalated customer issues with empathy and professionalism, maintaining high levels of client satisfaction
EXCLUSIVE AGENCY SUPPORT - PERSONAL LINES SERVICE REPRESENTATIVE II
NATIONWIDE INSURANCE
05.2001 - 06.2007
- Handled inbound phone calls from internal customers (exclusive agents) to service personal lines policies
- Assisted agents with system related issues, billing inquiries, and new business trailing document assistance
CLIENT SERVICE REPRESENTATIVE
GE LIFE AND ANNUITY SERVICE COMPANY
07.1997 - 05.2001
- Handled incoming phone calls from internal and external customers to service existing life and annuity policies
- Earned LOMA FLMI Level 1 certificate and ACS designation
Education
Bachelor of Arts - Communication Studies
Ashford University
11.2010
Bachelor of Arts - Organizational Management
Ashford University
11.2010
Skills
Analytical Thinking
MS Office
Team Collaboration and Leadership
Documentation And Reporting
Task Prioritization
Communication
Self-motivation
Business Writing
Timeline
INSURANCE SERVICES ANALYST- SA360 HYBRID TEAM
NATIONWIDE INSURANCE
09.2021 - Current
INSURANCE SERVICES ANALYST II
NATIONWIDE INSURANCE
09.2015 - 09.2021
QUALITY ASSURANCE ANALYST
NATIONWIDE INSURANCE
10.2010 - 09.2015
SERVICING SUPPORT TEAM
NATIONWIDE INSURANCE
06.2007 - 10.2010
EXCLUSIVE AGENCY SUPPORT - PERSONAL LINES SERVICE REPRESENTATIVE II
NATIONWIDE INSURANCE
05.2001 - 06.2007
CLIENT SERVICE REPRESENTATIVE
GE LIFE AND ANNUITY SERVICE COMPANY
07.1997 - 05.2001
Bachelor of Arts - Communication Studies
Ashford University
Bachelor of Arts - Organizational Management
Ashford University