Emily Hultay
Insurance Operations Leader - P&C
Wake Forest,NC
Summary
Forward-thinking Platform Operations Leader bringing 9 years of expertise in Property and Casualty Insurance and Agency Operations. Highly skilled in cultivating rapport with associates and clients to optimize organic growth and revenue retention. Skilled in delivering innovative improvement strategies around training and procedural implementation. Proficient in EPIC, CSR24, Total CSR.
Overview
22
22
years of professional experience
1
1
Certification
Work History
North Carolina Platform Operations Leader
AssuredPartners
07.2022 - Current
- Manage a $1M book with a concentration in Real Estate and Professional Liability.
- Created a P&C leadership team within NC to support the Real Estate Vertical, while increasing retention and creating additional opportunity for growth.
- Evaluate team member performance and productivity, provided feedback and implemented corrective actions.
- Analyze department metrics and performance and work with appropriate peers for consistency or improvement.
- Enforced regulatory and company policy compliance to reduce Errors and Omissions Exposure
- Managed internal operational standards and productivity targets.
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Worked with Regional team to Compile training materials for new employees and tracked skill development.
- Collect customer feedback and make business adjustments to improve retention and satisfaction.
- Conduct regular reviews of operations and identified areas for improvement within the Region, as well as offices nationwide.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Motivate and train employees to maximize team productivity.
Operations Leader and Commercial Lines Manager
AssuredPartners
02.2019 - 07.2022
- Worked with Production to onboard over $500K in Real Estate Revenue for the NC and SC office.
- Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
- Developed and maintained client base resulting in 98% portfolio retention.
- Managed a personal book of $1M in Revenue, and an Agency of $5M in Revenue.
- Created training and development plans internally for the staff and contributed to Regional training procedures and implementation.
- Educated staff and clients on insurance policies and procedures.
- Worked with Carriers to develop relationships and identify potential new markets.
- Developed and implemented promotional strategies to increase customer base.
Commercial Lines Team Lead
AssuredPartners
07.2017 - 02.2019
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Audited team performance and compliance with Redbook standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Commercial Lines Account Manager
AssuredPartners
06.2015 - 07.2017
- Provided informed guidance to assist clients in choosing commercial insurance products to suit business needs.
- Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
- Executed marketing initiatives and networking to drive sales, specifically around Transportation.
- Managed a Generalized book of $500K in Revenue
- Assisted in the development and onboarding of $400K Revenue program for Fed Ex.
Commercial Lines Account Coordinator
AssuredPartners
12.2014 - 06.2015
- Assisted in processing Renewals, endorsements, Audits, and Certificates for the Commercial Lines Team.
- Escalated issues to appropriate channels as necessary.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
GAP Store Manager
GAP, Inc.
11.2001 - 01.2015
- Managed a $5 Million Retail Store
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Completed point of sale opening and closing procedures.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted with hiring, training and mentoring new staff members.
- Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Education
Bachelor of Science - Textile Management And Business Admin/Marketing
North Carolina State University
Raleigh, NC05.2008
Skills
- Microsoft Office Suite
- EPIC
- Total CSR
- CSR 24
- Key Performance Indicators (KPIs)
- Operations Analysis
Certification
- P&C NC Insurance License, NC Surplus Lines License
Timeline
North Carolina Platform Operations Leader
AssuredPartners
07.2022 - Current
Operations Leader and Commercial Lines Manager
AssuredPartners
02.2019 - 07.2022
Commercial Lines Team Lead
AssuredPartners
07.2017 - 02.2019
Commercial Lines Account Manager
AssuredPartners
06.2015 - 07.2017
Commercial Lines Account Coordinator
AssuredPartners
12.2014 - 06.2015
GAP Store Manager
GAP, Inc.
11.2001 - 01.2015
Bachelor of Science - Textile Management And Business Admin/Marketing
North Carolina State University
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