Courtney Amber McDonnell
Austin,TX
Summary
Experienced underwriting assistant with proven track record in risk assessment and regulatory compliance. Skilled in data analysis, documentation, and client relations, ensuring accurate and timely processing of underwriting applications. Strong team collaborator, adaptable to changing demands, focused on achieving high-quality results and supporting organizational objectives.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Commercial Lines Underwriting Assistant
Usli
Austin, TX
10.2023 - Current
- Conducted preliminary risk assessments by gathering relevant data from clients and external sources.
- Prepared and organized documentation for policy issuance and renewals, ensuring compliance with company standards.
- Assisted underwriters with risk analysis for more accurate policy pricing and coverage decisions.
- Collaborated with team members to streamline underwriting processes, enhancing overall workflow efficiency.
- Maintained up-to-date knowledge of industry regulations and trends impacting commercial lines underwriting practices.
- Increased accuracy in premium calculations through meticulous attention to detail when reviewing policy applications and endorsements.
- Supported team members in meeting departmental performance goals through effective collaboration and communication.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Assisted in tracking policy changes and endorsements, ensuring accurate record-keeping within internal systems.
Social Media Case Manager
Concentrix
Austin, TX
01.2023 - Current
- Assisted High Profile clientele restore functionality and resume advertising for their organization.
- Offered top tier customer service with a consistently high rate of resolution and helpfulness.
- Used ticketing systems to manage and process requests and escalations.
- Documented support interactions for future reference and addition to knowledge base.
- Resolved a diverse range of technical issues across multiple systems and applications.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered catered assistance to customers, paying attention to special needs and circumstances in order to address their unique concerns.
Program Ready Trainer
Concentrix
Austin, TX
06.2023 - 10.2023
- Reached out to managers and team leaders to source requirements for training and identify needs.
- Tracked employees before, during and after training to verify attainment of training objectives.
- Delivered training presentations to existing employees to roll out new processes, or go over best practices for existing procedures.
- Conducted one on one sessions with employees on an as needed basis.
- Created and Administered knowledge checks and assessments to ensure employees' understanding of the materials.
- Worked closely with the Quality Analysis team to determine commonly missed procedures and areas of concern for specific employees.
- Headed the Team Engagement Committee by planning team bonding events according to budget
- Continued to manage all responsibilities included as a Social Media Case Manager, while assisting the Senior Trainers as needed
Subrogation Specialist
Progressive Insurance
Austin, TX
02.2022 - 12.2022
- Worked with third party insurance carriers and attorneys to determine the extent of financial loss due to an accident and to reimburse the correct amount to the applicable parties.
- Negotiated Property Damage settlement agreements to resolve disputes.
- Managed a heavy workload and consistently met deadlines.
- Used negotiation tactics to come to an agreement that is beneficial to all parties involved.
- Utilized exemplary written skills to communicate offers in a convincing manner.
- Managed the arbitration process should a third party disagree with the proposed offer.
- Wrote arbitration arguments in order to defend our stance on reimbursement of costs that were not reasonably owed.
- Used engaging and persuasive writing techniques to convince arbitrators of the reasoning behind certain reductions on reimbursement with results that consistently met or exceeded expectations.
Central Claims Representative
Progressive Insurance
Austin, TX
02.2018 - 02.2022
- Maintained ownership of claims from start to finish, including determining fault, confirming applicable coverages, and setting up repairs for damaged vehicles.
- Kept customers informed and educated about their options from the beginning to the end the of claim handling process.
- Used emotional awareness in order to help create a comfortable environment for customers during emotional or stressful times.
- Handled a heavy workload in a timely manner and efficiently balanced an influx of work from several different systems.
- Adapted to many changes within the role in a very fast paced environment.
- Assisted team members whenever possible while still maintaining independent ownership of my own work.
- Was selected as a high performer to be a part of the redistribution of inventory team, which took on abandoned files that needed resolution and provided feedback to leadership.
Central Loss Reporting Unit Representative
Progressive Insurance
Austin, TX
06.2017 - 02.2018
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Used emotional awareness in order to help create a comfortable environment for customers during emotional or stressful times.
- Diffused and deescalated situations in order to lessen the burden on other departments .
- Provided reasonable expectations to customers and kept them informed throughout the process of setting up a claim.
- Used critical thinking and problem solving skills to make quick decisions in a highly independent work environment.
- Adhered to scheduling needs according to call volume.
- Consistently met job objectives.
- Was selected as a high performer to be part of a pilot team which led to the formation of a new department.
Education
Bachelor of Arts - Linguistics with a minor in Anthropology
University of Texas At Austin
Austin, TX05.2017
Skills
- Superior written and verbal communication skills
- Exemplary time management and prioritization skills
- Proven track record of top tier customer service and highly ranked satisfaction rates among clientele
- Data and detail driven work style
- Extraordinarily quick learner who is self-motivated and highly driven
- Dedicated to team development and ensuring company goals are met
Certification
AINS - Associate in Insurance
Timeline
Commercial Lines Underwriting Assistant
Usli
10.2023 - Current
Program Ready Trainer
Concentrix
06.2023 - 10.2023
Social Media Case Manager
Concentrix
01.2023 - Current
Subrogation Specialist
Progressive Insurance
02.2022 - 12.2022
Central Claims Representative
Progressive Insurance
02.2018 - 02.2022
Central Loss Reporting Unit Representative
Progressive Insurance
06.2017 - 02.2018
Bachelor of Arts - Linguistics with a minor in Anthropology
University of Texas At Austin