Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Timeline
Generic

Jacqueline A. Tulanowski

Washington

Summary

Dynamic Ocean Marine Account Manager at THE HARTFORD with a proven track record in client relationship management and risk assessment. Successfully streamlined workflows, enhancing customer satisfaction and reducing policy processing errors. Adept at training development and cross-functional collaboration, driving operational efficiency and team success.

Overview

20
20
years of professional experience

Work History

Ocean Marine & Ocean Cargo Account Manager/Global Specialty Underwriting Operations

THE HARTFORD
04.2022 - Current
  • Streamlined communication workflows between underwriters and clients, reducing policy processing time by 15% and improving overall customer satisfaction ratings based on client surveys
  • Reduced policy processing errors by 25% by implementing rigorous quality control checks, improving the books of business managed by underwriters and minimizing potential financial losses
  • Manages end-to-end marine and cargo policy lifecycles, from quote preparation to final issuance, routinely processing 100+ endorsements monthly with zero errors documented by internal audit teams
  • Developed and delivered a comprehensive training program for new hires focused on operational efficiency techniques which led to an increase in employee onboarding completion rates from 8 weeks to 6 weeks without sacrificing quality standards
  • Periodically facilitated weekly team huddles and team building events, fostering open communication and camaraderie leading to a 25% increase in overall team satisfaction results in internal employee survey

Client Services Consultant

METLIFE
01.2019 - 01.2022
  • Collaborated with cross-functional teams to deliver comprehensive SOW inputs for 10+ RFP's, securing 7 new client contracts exceeding 700 thousand dollars in total annual revenue for the firm
  • Facilitated weekly meetings with clients, account executives, and underwriters, delivering PowerPoint presentations that clarified policy details and risk assessments, ensuring 95% client satisfaction scores
  • Navigated a backlog of 200 high-priority billing disputes through detailed investigation and collaboration with internal stakeholders, achieving 92% resolution in Q3 2021
  • Spearheaded the implementation of 3 new business lines, 5 coverage expansions, and 7 special enrollment periods for a huge public sector client resulting in a 15% increase in overall client portfolio size, demonstrating project leadership
  • Recognized for expertise in client management and promoted off cycle to oversee a high valued account as a dedicated consultant at client's request

Commercial Lines, Inland Marine, & Construction Underwriting Associate

CHUBB
01.2017 - 01.2019
  • Scrutinized 500+ risk assessment reports monthly, providing recommendations to underwriters which mitigated potential hazards and informed decisions, decreasing policy losses by 15% and improving profitability
  • Mastered unique rating variables across 5 different commercial lines, providing technical expertise to a team of junior underwriters on manual rating policies within the company
  • Mentored several team members on risk assessment best practices for complex manual New Jersey Auto policies resulting in increased policy accuracy and reduction of potential losses
  • Became known as the firm's subject matter expert in New Jersey Auto risks

Personal Lines Underwriting Support Specialist

CHUBB
01.2010 - 01.2017
  • Managed and resolved hundreds of complex underwriting support tasks weekly including policy endorsements, renewals, and cancellations, improving processing times by 15% and reducing underwriter workload
  • Approved 90% of routine personal insurance applications within authority within 24 hours, reducing turnaround time and improving agent satisfaction based on anecdotal evidence from the team
  • Interpreted complex coverage requests daily and provided recommendations to underwriters that improved informed decision-making and resulted in optimized policy terms

Customer Service Representative

CHUBB
01.2005 - 01.2010
  • Resolved an average of 80+ customer inquiries daily regarding products, and quote, policy, or endorsement status, achieving a 95% customer satisfaction rating and exceeding the team average by 10%
  • Triaged and resolved critical customer issues, working closely with technical, underwriting, and billing teams to implement solutions
  • Maintained a quality assurance score of 98% on call screenings, exceeding the company target of 95%
  • Mastered all call screening protocols becoming the team subject matter expert on call screening compliance and ensuring adherence to legal regulations

Education

Raritan Valley Community College

High School -

Hillsborough High School

Skills

  • Client relationship management
  • Project management
  • Data analysis
  • Risk assessment
  • Endorsement processing
  • Cross-functional collaboration
  • Training development
  • Presentation skills
  • Time management
  • Communication skills
  • Problem solving
  • Continuous improvement
  • Customer relationships
  • Employee mentoring
  • Networking skills

Accomplishments

  • Project Management Six Sigma Green Belt Certification
  • Successful completion of AINS 21 Course
  • Awards for Adaptability and Customer Empathy
  • Numerous Awards/Recognitions from underwriters, supervisors, and colleagues

Timeline

Ocean Marine & Ocean Cargo Account Manager/Global Specialty Underwriting Operations

THE HARTFORD
04.2022 - Current

Client Services Consultant

METLIFE
01.2019 - 01.2022

Commercial Lines, Inland Marine, & Construction Underwriting Associate

CHUBB
01.2017 - 01.2019

Personal Lines Underwriting Support Specialist

CHUBB
01.2010 - 01.2017

Customer Service Representative

CHUBB
01.2005 - 01.2010

Raritan Valley Community College

High School -

Hillsborough High School

Similar Profiles

CREATE PROFILE
Jacqueline A. Tulanowski