Felicia S. Agate
Staten Island
Summary
Underwriting Operations Lead/Project Manager utilizing technical troubleshooting abilities and process improvement skillset to improve productivity and maintain system/application performance. Manage system testing for quality control and oversee the creation of user training documentation. Collaborate with business stakeholders to ensure operating procedures and guidelines are developed, maintained, and followed. Foster a collegial work environment, with a focus on improving client satisfaction. Manage internal projects ensuring that project stakeholders are involved and informed.
Overview
2027
2027
years of professional experience
Work History
Underwriting Operations Lead
Mosaic Insurance
New York, NY
11.2024 - Current
- Provide day-to-day management of all aspects of Agency UW Operations for Environmental and Excess Casualty including management of offshore Underwriting Operations.
- Led the Underwriting Operational launch of the Excess Casualty product line including product definition, system implementations, workflows, procedures
- Liaison with North America UW Teams to deliver UW operational efficiencies and service quality, provide updates on operational performance and address queries/question.
- Utilize technical expertise to learn processing systems and workflows. Resolve complex queries, ensure Underwriting Operational requirements and rules are provided, followed and documented in Standard Operating Procedures (SOPs).
- Coordinate with International Agency Operations counterparts to ensure global continuity in governance, process, and communication as well as managing expectations and deliverables to internal and external partners.
- Act as key point of contact for mitigation of any operational issues/concerns raised by stakeholders or customers, such as Finance, Credit Control, Compliance and Underwriting Governance.
- Responsible for the management and performance of offshore operations as it relates to service levels/KPIs, quality and timeliness of delivery, issue resolution, corrections, audit and benchmarking.
- Undertake review and development of optimal process flow. Identify and implement additional opportunities to best maximize and leverage the offshore operations capabilities
Management Reporting Analyst Senior
American International Group, Inc.
New York, NY
2021 - 11.2024
- Deliver underwriting efficiencies and service quality across the lifecycle of Excess Casualty accounts. Continue to train and provide ongoing support to users and maintain underwriting applications. Key stakeholder in the onboarding of Excess Casualty to a new underwriting platform; developing requirements, reviewing processes and business guidelines, and collaborating with stakeholders to develop an efficient and compliant user experience.
- Develop and maintain various VBA/Excel tools to supplement and replace manual processes, creating efficiencies and reducing processing times.
- Managed a Regulatory Project for Excess Casualty, Environmental, and Healthcare where two underwriting systems were modified to allow for new data fields with various automated rules. Translated requirements to key stakeholders for the development of Quote and Binder letters.
- Updated and developed training materials for Excess Casualty as part of the Target Operating Model Transformation. Ensuring the entire document library was refreshed, revamped, and standardized. Created efficiencies for legacy processes and trained new Underwriting Assistants.
- Collaborated in the development of Standard Operating Procedures for underwriting within Retail Casualty as part of a corporate initiative to create efficiencies within underwriting.
- Developed workflow diagrams to translate processes for multiple transformation projects including onboarding to a new underwriting platform and implementation of new corporate operating models.
- Collaborated in digitizing processes that I historically developed/automated using VBA/Excel. Translated requirements to replicate the process within the underwriting platforms. Developed documentation and trained users on the new process. Modified legacy processes to accommodate the changes.
Business Analyst Specialist
American International Group, Inc.
New York, NY
01.2013 - 01.2021
- Provide references for users by writing and maintaining user documentation. Train and provide ongoing support to users. Maintain system protocols by writing and updating procedures. Obtain product and enhancement requirements from end users and convert the requests into a workable solution to present to technology staff. Assist in creating and performing User Acceptance Testing (UAT) prior to system implementation. Lead small projects to enhance user experiences.
- Created a VBA/Excel tool to enable underwriters to complete multiple business forms with minimal repetitive manual intervention. Reduced time required to manual complete all forms.
- Developed guidelines and reference materials for the PEO automation system to allow for increased efficiencies while processing renewals and aid in training of new users. Implemented various system improvements to address new state requirements and system usability.
- Create various Quick Reference Guides (QRGs) to ensure underwriters can use all tools available to continue to provide the best services to all clients, including future business proposals.
- Create system manuals and training materials for iSuite to ensure end users can navigate systems with ease. Continually update documentation as system evolves. Provide additional support as needed.
Adjuster Licensing Supervisor
American International Group, Inc.
New York, NY
01.2009 - 01.2013
- Manage two licensing analysts, responsible for processing adjuster applications in 20 states for the Domestic Claims Group. Calculated and reported performance metrics versus departmental goals. Devised and implemented process improvement to reduce internal cycle-time. Ensured accurate information pertaining to licensure requirements, changes, and urgent matters were posted timely to the adjuster community on the company website.
- Created and continually enhanced operational procedures for line of business allocation of state licensing fees remitted, including archiving of vital documents (receipts and licenses) from state authorities. Adapted departmental functions and procedures to new Corporate Compliance standards ad hoc and annually. Increased the team capability by 75% over the three years with no cost impact.
- Developed desk procedures for updating the corporate/division intranet for continuous stakeholder reference using the using the Tridion website environment.
- Piloted and documented procedures for transitioning to online submission of applications and renewals by researching twenty state/vendor requirements. Ensured that analysts have the proper tools and training to process documents efficiently. Continuous enhancement of procedures in response to stakeholder requirements and corporate objectives.
- Processed and renewed all NY and CT Emergency Permits in response to Hurricane Sandy (2012) and Hurricane Irene (2011); initial population was 400+ permits.
Continuing Education Analyst
American International Group, Inc.
New York, NY
01.2008 - 01.2009
- Maintained continuing education statistics for all adjusters (3,000+ ) in the Domestic Brokerage Group. Coordinated with several law firms to provide continuing education seminars as desired. Ran future event/warning reports for adjusters facing licensure expiration/renewal in one or more of their license states. Tracked discrepancies and facilitated licensure corrections. Assisted in the establishment of a yearly curriculum, including in-house seminars, correspondence courses, and internet/video conference classes.
- Led an initiative to run monthly reconciliation reports for all states requiring continuing education; emailing line of business license coordinators of adjusters currently non-compliant, and devising plans to ensure the adjuster became compliant before license expiration
- Enhanced departmental procedures for tracking seminar attendance and documenting license information for the banking of continuing education credits with state departments of insurance
Claims Operations Analyst
American International Group, Inc.
New York, NY
01.2006 - 01.2008
- Responsible for all reinsurance activity within Construction, Global Marine and Energy, and Primary Claims divisions. Researched underwriting systems extensively, exhausting all resources in response to inquiries. Identified and responded to issues timely that could interrupt the flow of business. Ensured accurate coding of weekly and monthly reports, and responded to email requests. Responsible for completing special projects as needed.
- Evaluated error and reporting trends and created a new procedure for faster resolution of coding corrections.
Education
Project Management Certificate - undefined
Bernard M. Baruch College, City University of New York
08-2013
MBA - Computer Information Systems & Operations
Bernard M. Baruch College, City University of New York
02-2012
Bachelor of Science - Management
Binghamton University, State University of New York
05-2006
Skills
Microsoft Excel
Power BI and Power Automate
Operational efficiency
Operations Analysis
Systems Analysis
Data Validation
Report automation
Reporting efficiency and accuracy
Analytical mindset
Continuous Improvement
Accuracy and efficiency
Training
- Project Management Leadership Group (PMLG)
- Project Management Mini Boot Camp, June 2014
Timeline
Underwriting Operations Lead
Mosaic Insurance
11.2024 - Current
Business Analyst Specialist
American International Group, Inc.
01.2013 - 01.2021
Adjuster Licensing Supervisor
American International Group, Inc.
01.2009 - 01.2013
Continuing Education Analyst
American International Group, Inc.
01.2008 - 01.2009
Claims Operations Analyst
American International Group, Inc.
01.2006 - 01.2008
Project Management Certificate - undefined
Bernard M. Baruch College, City University of New York
MBA - Computer Information Systems & Operations
Bernard M. Baruch College, City University of New York
Bachelor of Science - Management
Binghamton University, State University of New York
Management Reporting Analyst Senior
American International Group, Inc.
2021 - 11.2024