Kimberly Zabroski
The Villages,FL
Summary
Results-oriented insurance professional with 30 years of experience in Underwriting Operations. Successfully led teams to exceed critical service turnaround and accuracy targets, while implementing process enhancements that elevated client satisfaction. Strong collaborator with Sales and Client Retention teams to achieve operational goals.
Overview
32
32
years of professional experience
Work History
MARK Tester / New Business Specialist
Trustmark Insurance
Lake Forest, IL
09.2024 - Current
- Conducted regression testing for software updates and new features.
- Identified, isolated, and tracked bugs throughout the testing life cycle.
- Documented test results and communicated findings to project teams.
- Notified supervisors or other relevant personnel of test or production issues.
Director of Renewal and New Business Underwriting Operations
Trustmark Insurance
Lake Forest, IL
01.2019 - 04.2024
- Manage the Renewal and New Business Teams
- Oversee daily workflow and issues for New Business and Renewing groups
- Oversees and prioritizes long-term work output of team to ensure targets and goals are met and adjusts as necessary
- Addressed client concerns to ensure smooth operations and enhance satisfaction.
- Develops standards, policies, and procedures to support exceptional customer experience
- Identifies and prioritizes system enhancements to meet changing client needs to increase staff effectiveness - collaborates with IT and others in requirements, testing and implementation process
- Participated in cross-functional teams and special projects.
- Participated as subject matter expert in projects, gathering and writing business requirements to support development of operational applications; ensured timely completion of all deliverables and testing.
- Work in harmony with our Sales and Client Retention teams
- Oversees production to guarantee that goals and quality percentages are consistently achieved
- Enforced systems, policies, and procedures to uphold productivity standards.
- Manages budget and staffing model
- Established processes for Internal Controls over Financial Reporting (ICFR).
- Work: Brainstorm to improve processes
Associate Director of Renewal and New Business Underwriting Operations
Trustmark Insurance
Lake Forest, IL
01.2016 - 01.2019
- Oversee daily workflow and issues for New Business and Renewing groups
- Directed team efforts to enhance collaboration and achieve objectives.
- Work in harmony with our Sales and Client Retention teams
- Identified and corrected problems to maintain operational effectiveness.
- Participate in cross-functional teams and special projects as assigned
- Reviewed and authorized employee time off requests to ensure adequate staffing.
- Verified and approved timecards to ensure accurate payroll processing.
- Writing and conducting performance appraisals
Associate Director Underwriting Operations
Trustmark Insurance
Lake Forest, IL
01.2006 - 01.2016
- Contributed to cross-functional teams and special projects.
- Oversee daily workflow and issues for New Business
- Provided solutions to operational problems
- Led team to achieve project goals
- Work in harmony with our Sales and Client Retention teams
- Participate in cross-functional teams and special projects as assigned
- Approving time off requests
- Approving Timecards
- Writing and conducting performance appraisals
Underwriting Operations Manager
Trustmark Insurance
Lake Forest, IL
01.2002 - 01.2004
- Managed underwriting operations team to streamline processes and enhance service delivery.
- Oversaw daily operations to ensure efficiency and compliance with industry standards.
- Managed cross-functional teams to enhance workflow and service delivery.
- Implemented process improvements to streamline operational procedures and reduce costs.
Underwriting New Business Supervisor
Trustmark Insurance
Lake Forest, IL
01.2001 - 01.2002
- Led New Business team to meet operational goals through effective supervision.
- Managed staffing levels by approving time off requests to maintain team performance.
- Verified and approved employee timecards for payroll processing
- Conducted performance appraisals to evaluate employee contributions and support development.
Underwriting New Business Trainer
Trustmark Insurance
Lake Forest, IL
01.2000 - 01.2001
- Facilitated training sessions for New Business team on effective system usage to enhance workflow.
- Developed instructional materials for online training modules and resources.
- Developed instructional materials for online training modules and resources.
Underwriting New Business Representative
Trustmark Insurance
Lake Forest, IL
01.1998 - 01.2000
- Contacted potential insureds to gather medical history for underwriting assessments
- Input eligibility information into rating engine and various databases to facilitate accurate underwriting decisions
- Processed billing requests and ordered employer and employee level plan documents to ensure compliance with underwriting requirements
Claims Processor
Trustmark Insurance
Lake Forest, IL
01.1995 - 01.1998
- Reviewed and assessed claims to ensure compliance with eligibility criteria
- Investigated claims for potential fraud to protect against losses
- Processed claims in accordance with network and state regulations to maintain operational integrity
Education
High School Diploma -
Salem Central
Salem, WI06-1989
Skills
- User acceptance testing
- Requirements validation
- Bug reporting
- Bug tracking
- Process improvement
- Project documentation
- Process documentation
- Attention to detail
Systems
- Adobe Pro
- Dynamics
- MARK
- Mainframe
- WorkDay
- Microsoft Office
- Avaya
- Teams
Timeline
MARK Tester / New Business Specialist
Trustmark Insurance
09.2024 - Current
Director of Renewal and New Business Underwriting Operations
Trustmark Insurance
01.2019 - 04.2024
Associate Director of Renewal and New Business Underwriting Operations
Trustmark Insurance
01.2016 - 01.2019
Associate Director Underwriting Operations
Trustmark Insurance
01.2006 - 01.2016
Underwriting Operations Manager
Trustmark Insurance
01.2002 - 01.2004
Underwriting New Business Supervisor
Trustmark Insurance
01.2001 - 01.2002
Underwriting New Business Trainer
Trustmark Insurance
01.2000 - 01.2001
Underwriting New Business Representative
Trustmark Insurance
01.1998 - 01.2000
Claims Processor
Trustmark Insurance
01.1995 - 01.1998
High School Diploma -
Salem Central