Summary
Overview
Work History
Skills
Websites
Earlier Experience
Areas Of Excellence
Timeline
Generic

Heather Gramm

Silver Springs,NV

Summary

Results-driven insurance professional with over 20 years of expertise in claims, loss control, and account management. Insightful individual with a strong background in client relationship management, insurance portfolio evaluation, and tailored insurance solutions. Proficient in responding to customer inquiries by explaining coverage and premiums, informing clients on policy and billing changes, and facilitating the claims process. Demonstrates a high level of organization and dedication, committed to excelling in remote work environments.

Overview

18
18
years of professional experience

Work History

Territory Manager

National Safety & Risk Inc.
01.2021 - Current
  • Manage daily work assignments, including assessing coverage types, assignment to qualified consultants, evaluating underwriting needs, calculating precise pricing, and ensuring prompt delegation to qualified Loss Control Representatives (LCRs)
  • Maintain an open line of communication with customers by addressing their inquiries, concerns, and work orders to resolve issues promptly
  • Coordinated critical areas, including Time Service, Return for Corrections, and work assignments to achieve zero late work and submission within 5 days while consistently exceeding the 95% regional goals
  • Facilitated remote training sessions via Zoom to guide system usage, including BVS and diagram systems, while creating personalized cheat sheets for 100+ field staff
  • Cultivated and nurtured harmonious customer relationships by engaging with clients and stakeholders, contributing to long-term client loyalty and recurring business
  • Control increased workloads by opening requisitions and organizing trips to ensure work is completed in timely fashion which results in a low 2.5% backlog rate
  • Assess resumes and conducted extensive orientations for newly onboarded loss control representatives to streamline the integration process and familiarize newcomers with the organizational system and performance expectations

Southern Regional Manager

Sedgwick
01.2014 - 01.2020
  • Oversaw the operations across multiple Southern states while supervising a team of over 100 independent loss control representatives responsible for daily commercial underwriting inspections
  • Proactively engaged with clients to address work orders and resolve issues while consistently meeting time service performance standards
  • Built and sustained successful customer relationships which resulted in increased client satisfaction and loyal customer base
  • Guaranteed the delivery of top-tier products by driving cross-functional efforts with quality control manager and loss control representatives
  • Supervised a high-volume territory that contributed to annual company revenues surpassing $1M while reaching time service goals with a 98% on-time performance and maintaining dispute rates below 3%
  • Led a Self-Insured Program and chaired weekly customer meetings to review claims, arrange loss control inspections via surveys, and analyze outcomes. Made suggestions were improvements could be had to reduce claims within the program

Great Lakes Regional Manager

EXL Overland Solutions
01.2007 - 01.2014
  • Demonstrated leadership as Assistant Manager by mentoring a team, achieving departmental targets, and fostering a collaborative work environment
  • Integrated two divisions into one, which expanded responsibilities to encompass personal and commercial lines
  • Evaluated company performance based on Time Service and Return for Corrections metrics to ensure alignment with EBITA targets in collaboration with the Accountant on monthly basis
  • Showcased versatility in managing diverse areas of responsibility, ranging from 29 states to 6, while handling both Commercial and Personal Lines for optimal performance
  • Met inspection deadlines by assigning commercial underwriting inspections to a team of 150+ independent loss control representatives and full time employees
  • Commenced as an Assistant Manager and ascended to the role of Regional Manager (within 5 months), with oversight of half of the U.S Territory, direct management of two Assistant Managers, and supervision of four Administrative Assistants
  • Introduced technical recruitment via online platforms like LinkedIn and Greater Insurance as well as streamlined candidate tracking with spreadsheets, including details, interviews, offer dates, and orientation phases
  • Enhanced assistant manager accountability for efficient hiring processes while instituting bio submissions for customer qualification readiness
  • Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
  • Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates
  • Other/All Roles: Loss Control Representative, Premium Auditor, Technical Recruiter, Assistant Manager, Regional Manager, Government DME (Durable Medical Equipment) Un-announced Audits to reduce fraud

Account Executive

Commercial Insurance Consultants
01.2007 - 01.2008
  • Offered outsourced risk management services to diverse commercial and public organizations, including project-specific evaluations of corporate insurance programs and full-service outsourced management of insurance portfolios
  • Oversaw a book of business and managing Schedule of Assets by updating, adding, and removing equipment and properties etc. ensuring properly insured, and deductibles
  • Gained extensive experience in the thorough review and analysis of client coverages, identification of risks and exposures, and the development of customized insurance specifications
  • Upsold different products to the clients
  • Utilized a customer-centric and team-oriented work approach to exceed client expectations while serving a diverse portfolio, including national manufacturers, distributors, contractors, and trucking operations
  • Assisted the owner in presenting insurance packages to the market while conducting thorough policy breakdowns upon receipt to verify the presence of intended additions and exclusions
  • Provide client services such as contract reviews, claims handling, and loss control services
  • Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.

Skills

  • Account Development
  • Proposal Preparation
  • Claims Adjuster
  • Insurance Portfolio Evaluation
  • Risk Mitigation & Coverage Gaps
  • Contract Negotiation
  • Hiring & Recruitment
  • Client Relationship Management
  • Quality Assurance
  • Market Trend Analysis
  • Commercial Underwriting Inspections
  • MS Office Suite

Earlier Experience

  • Field Representative - Safety Resources/Overland Solutions
  • Area Claims Manager - Interstate Brands Corporation
  • Loss Time Workers Compensation Adjuster – State of Nevada (Monopolistic State)

Areas Of Excellence

  • Account Development
  • Proposal Preparation
  • Claims Adjuster
  • Insurance Portfolio Evaluation
  • Risk Mitigation & Coverage Gaps
  • Contract Negotiation
  • Hiring & Recruitment
  • Client Relationship Management
  • Quality Assurance
  • Market Trend Analysis
  • Commercial Underwriting Inspections
  • MS Office Suite

Timeline

Territory Manager

National Safety & Risk Inc.
01.2021 - Current

Southern Regional Manager

Sedgwick
01.2014 - 01.2020

Great Lakes Regional Manager

EXL Overland Solutions
01.2007 - 01.2014

Account Executive

Commercial Insurance Consultants
01.2007 - 01.2008

Similar Profiles

CREATE PROFILE
Heather Gramm