ANGELICA WATERS
Tampa,FL
Summary
Learning and Development professional with 4+ years of experience in the insurance industry, including progressive roles in customer service, training leadership, and underwriting. Proven ability to design, facilitate, and evaluate instructor-led, virtual, and blended learning programs for adult learners in fast-paced, regulated environments. Trusted subject matter expert with deep insurance and call center knowledge, strong performance consulting skills, and a passion for developing talent and driving measurable business results.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Education and Learning Facilitator
Homeschool Environment
Tampa, FL
2023 - Current
- Designed and delivered structured learning plans aligned to educational standards
- Adapted instruction to different learning styles and learning needs
- Monitored progress and adjusted curriculum to support learning outcomes
Underwriter II
GEICO – Auto Insurance
01.2021 - 01.2023
- Analyzed complex risk data and underwriting documentation to make informed policy decisions in compliance with regulatory and organizational standards.
- Served as a subject matter expert supporting operational excellence, underwriting best practices, and performance improvement.
- Applied critical thinking and analytical skills to identify trends, mitigate risk, and support business objectives.
- Partnered cross-functionally to support knowledge transfer and consistency across underwriting and service teams.
Sales & Service Training Coach
GEICO – Auto Insurance
01.2020 - 01.2021
- Facilitated instructor-led and virtual training programs for new hires and existing employees within a high-volume call center and insurance environment.
- Conducted training needs assessments and performance analysis to identify skill gaps and recommend targeted learning solutions.
- Designed, updated, and maintained training curricula, lesson plans, job aids, and facilitation materials aligned to business goals and learner needs.
- Built and executed annual training plans to support employee development, career progression, and organizational readiness.
- Coached and mentored adult learners and less-experienced staff through observation, feedback, and ongoing performance support.
- Evaluated training effectiveness using feedback, performance metrics, and knowledge assessments to drive continuous improvement.
- Partnered with leadership to support change initiatives, operational updates, and performance improvement strategies.
Insurance Agent IV
GEICO – Auto Insurance
01.2019 - 01.2020
- Delivered high-quality customer service in a fast-paced, metrics-driven insurance call center environment.
- Resolved complex service issues, processed policy changes, and ensured customer satisfaction while meeting performance goals.
- Developed deep foundational knowledge of insurance products, customer needs, and service operations that informed later training and leadership roles.
Art Education Experience Representative
Tampa Museum of Art
Tampa, FL
2018 - 2019
- Facilitated instructor-led educational experiences and presentations for groups of varying sizes and learning styles.
- Adjusted facilitation techniques to meet learning objectives and audience needs.
Substitute Teacher
Kelly Educational Staffing
Tampa, FL
2017 - 2019
- Delivered structured instruction using provided lesson plans across multiple subject areas and grade levels.
- Demonstrated classroom leadership, adaptability, and effective communication with diverse learners.
Education
Bachelor of Arts - History With An Education Concentration
University of South Florida
Associate of Arts - Liberal Arts With An Education Concentration
Hillsborough Community College
Tampa, FLSkills
- Learning & Development Strategy
- Instructor-Led, Virtual & Blended Facilitation
- Adult Learning Theory (Andragogy)
- Instructional Design & Curriculum Development
- Training Needs Assessment & Performance Analysis
- Performance Consulting for Management
- Coaching & Mentoring Adult Learners
- Leadership & Talent Development
- Large-Scale L&D Project Coordination
- Insurance & Call Center Operations Expertise
- Training Evaluation, Metrics & Continuous Improvement
Accomplishments
- Collaborated with team of 10 in the development of training strategies and materials used company wide.
Certification
- 20-44 insurance license
- Workday expert
Timeline
Underwriter II
GEICO – Auto Insurance
01.2021 - 01.2023
Sales & Service Training Coach
GEICO – Auto Insurance
01.2020 - 01.2021
Insurance Agent IV
GEICO – Auto Insurance
01.2019 - 01.2020
Education and Learning Facilitator
Homeschool Environment
2023 - Current
Art Education Experience Representative
Tampa Museum of Art
2018 - 2019
Substitute Teacher
Kelly Educational Staffing
2017 - 2019
Bachelor of Arts - History With An Education Concentration
University of South Florida
Associate of Arts - Liberal Arts With An Education Concentration
Hillsborough Community College