JAMILA SHOLA

(Licensed in Property and Casualty & Surplus Lines )

• Manage end-to-end policy administration for Property & Casualty lines, including new business, renewals, endorsements, cancellations, and reinstatements.
• Apply state-specific P&C and Surplus Lines guidelines to ensure accuracy, eligibility, and compliance in all policy transactions.
• Review underwriting submissions, verify supporting documentation, and process coverage changes in accordance with regulatory and company standards.
• Research property information, including property cards, valuation tools, inspection reports, and Replacement Cost Estimator (RCE) data, to confirm rating and coverage accuracy.
• Communicate policy decisions, coverage explanations, and underwriting requirements clearly to agents, insureds, and internal teams.
• Respond to inspection inquiries, coordinate virtual/field inspections, and review repair photos to resolve pending cancellations or non-renewals.
• Ensure precise application of discounts, deductible adjustments, and coverage limits by verifying documentation and analyzing risk attributes.
• Utilize strong analytical skills , attention to detail and customer -service excellence to support underwriting operations and maintain high -quality policy files
• Leverage Surplus Lines knowledge to navigate non-admitted markets, unique risks and specialty coverage requirements
• Managed 50+ inbound and outbound calls daily, addressing underwriting questions, policy changes, and inspection-related inquiries with accuracy and professionalism.
• Processed and responded to 200+ emails and chat inquiries per day, ensuring timely guidance on underwriting requirements and documentation.
• Maintained a 95%+ quality assurance score while balancing high-volume customer interactions and underwriting support tasks.

• Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
• Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
• Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
• Managed high call volumes while providing exceptional customer support and maintaining professional composure.
• Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
• Enhanced customer satisfaction by efficiently addressing and resolving inquiries on time.
• Investigated and resolved customer inquiries and complaints quickly.
• Maintained up-to-date knowledge of product and service changes.
• Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
• Handled high volume of 40 calls a day during peak times and hours.

• Enhanced customer satisfaction by providing efficient and accurate cash transactions.
• Streamlined the checkout process for faster service, leading to increased customer loyalty.
• Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
• Reduced cashier errors by implementing thorough training programs for new employees.
• Implemented inventory control measures to minimize stock discrepancies and maintain accurate records.
• Collaborated with management to develop strategies for improving overall store performance and profitability.
• Mentored junior cashiers in the proper handling of difficult situations, fostering a supportive work environment.
• Trained and managed a team of 35 employees

• Organized racks and shelves to maintain store visual appeal, engage customers and promote specific merchandise.
• Provided positive first impressions to welcome existing, new and potential customers.
• Helped customers locate products and checked store system for merchandise at other sites.
• Answered customer questions regarding sizing, accessories and proper care for merchandise.
• Engaged with customers to effectively build rapport and lasting relationships.
• Prepared merchandise for sales floor by pricing or tagging.
• Solved customer challenges by offering relevant products and services.
• Increased sales by offering advice on purchases and promoting additional products.
• Greeted customers, helped locate merchandise and suggested suitable options.
• Coordinated restocking of sales floor with current merchandise and accurate signage for current promotions.
• Checked pricing, scanned items, applied discounts and printed receipts to ring up customers.
• Monitored and analyzed sales records and consumer purchasing trends.
• Lead and trained at total of 8 direct reports