Angela McKim
Lincoln,NE
Summary
Analytical Commercial Insurance Sr. Policy Service Lead with 5+ years of experience in policy audits, underwriting, and compliance. Expertise in performing quality assurance checks, identifying process gaps, and developing actionable improvement strategies.
Overview
5
5
years of professional experience
1
1
Certificate
Work History
Sr. Policy Service Lead
Victor Small Business
12.2024 - Current
- Conduct comprehensive quality assurance reviews of call center chats and calls to ensure accuracy, regulatory compliance, and exceptional customer service standards.
- Execute new business policy quality assurance across multiple carrier partners, maintaining high standards of accuracy and compliance.
- Preparing proposals and binding coverage while maintaining policy documents.
- Serve as escalation lead for complex service requests, ensuring timely resolution while maintaining high levels of accuracy and customer satisfaction.
- Performed quality assurance checks on new business policies across 10+ carrier partners, ensuring full adherence ot underwriting guidelines.
- Participated in cross-team technology projects including a policy document retrieval bot.
ResoucePro Customer Experience Specialist
Victor Small Business
10.2020 - 12.2024
- Delivered consistent performance in customer experience, and operational management.
- Developed cross-functional skills in policy support, vendor relations, documentation, and training while maintaining compliance and service excellence.
- Utilized telephone, online chat, and email to assist commercial insurance agents with pre-bind appetite, quote technology, and post bind support while maintaining outstanding customer support metrics.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
- Maintained a 99% quality assurance average across calls and chat interactions, ensuring consistent accuracy and customer satisfaction.
Skills
- Analytical Skills
- Attention to Detail
- Business Insurance Knowledge
- Client Relationship Management
- Communication
- Escalation Management
- Insurance Technology Systems
- Team Collaboration
- Technical Proficiency
- Time Management
Certification
- Nebraska Insurance Producer License, Property & Casualty
- CISR Designation
- Nevada High School
- Some College coursework
Additional Experience
Purchasing Coordinator - Kawasaki Motors - Lincoln, NE
Store Manager - Shell Food Mart - Lincoln, NE
Mental Health Security Specialist - State of Nebraska
US Navy
Timeline
Sr. Policy Service Lead
Victor Small Business
12.2024 - Current
ResoucePro Customer Experience Specialist
Victor Small Business
10.2020 - 12.2024
High School Diploma -
Nevada High School
Some College (No Degree) - Criminal Justice/Psychology/Drug&Alcohol Studies
Mount Marty College