Kristi Long
Levittown,PA
Summary
Seasoned Supervisor with history of effectively managing teams and overseeing operations. Skilled in identifying areas for improvement, implementing new processes, and fostering staff development. Strengths include problem-solving abilities, strong leadership skills, and communication capabilities. Previous roles demonstrate significant positive impacts on workflow efficiency and team productivity.
Overview
24
24
years of professional experience
Work History
Supervisor
NJM Insurance Group
Ewing, NJ
11.2015 - Current
- Maintained oversight of daily operations and supervised a team of 10+ staff members
- Trained new staff members on underwriting procedures and processes.
- Conducted regular performance reviews with all staff, providing feedback on job performance, areas for improvement, and training needs.
- Provided guidance on complex cases requiring additional research or analysis.
- Resolved escalated customer complaints in a timely manner while maintaining high levels of customer satisfaction.
- Reviewed customer complaints to determine appropriate methods for resolution.
- Monitored employee attendance records to ensure adherence to established policies.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Coached employees on best practices when it comes to handling customer inquiries or resolving disputes.
- Delivered consistent one-on-one and group training sessions to help professionals improve skills and selling techniques.
- Ensured compliance with company standards and applicable regulations.
- Used video conferencing solutions to communicate and train personnel in remote offices.
- Participated in meetings with internal stakeholders to discuss business strategy initiatives.
- Delegated work to staff, setting priorities and goals.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Evaluated current systems and identified opportunities for improved efficiency.
- Coached staff on strategies to enhance performance and improve customer relations.
- Performed quality assurance checks on customer documentation prior to submission for processing.
- Directed and supervised staff performance.
- Assisted professionals by listening in on customer calls and suggesting techniques to close sales.
- Recruited qualified candidates for open positions within the department.
- Updated and maintained databases with current information.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked effectively in team environments to make the workplace
- Trained newly promoted Insurance Specialist
Personal Lines Underwriter
New Jersey Manufacturers Insurance Company (NJM)
, NJ
04.2007 - 11.2016
- Identified potential fraud cases and worked with the appropriate authorities to investigate further.
- Trained new staff members on underwriting procedures and processes.
- Analyzed credit reports, motor vehicle records, loss history, and other pertinent information to assess customer's eligibility for coverage.
- Resolved customer disputes regarding coverage issues or claims payments in an efficient manner.
- Reviewed company records to determine amount of insurance on single risk or group of closely related risks
- Maintained accurate record keeping systems for all customer accounts according to company standards.
- Documented underwriting decisions and communicated them to the customers.
- Provided agents with expertise in risk assessments and underwriting policies.
- Responded to customer questions through telephone, email and online chats.
- Reviewed and evaluated personal lines insurance applications to determine acceptability of risk.
- Interpreted legal documents such as contracts, leases, deeds, mortgages to determine coverage requirements.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Created requirements for new program which featured automated underwriting, as well as created business processes when manual intervention was required.
Licensed Insurance Agent
NJM Insurance Group
Ewing, NJ
11.2001 - 11.2007
- Advised clients on their insurance needs and coverage options based on individual requirements.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Strengthened traceability by developing organization systems for keeping records, reports, and agendas.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Developed appropriate quotes based on risk information.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
- Provided assistance with billing inquiries, payment processing, and customer service issues.
- Contacted underwriters and submitted forms to obtain binder coverage.
- Provided guidance and support to less experienced agents during onboarding process.
- Conducted customer needs assessments to identify appropriate coverage levels and options.
Education
High School Diploma -
Neshaminy High School
Langhorne, PA06-1996
Marketing And Management -
Bucks County Technical School
Fairless Hills, PA06-1996
Skills
- Team building
- Staff management
- Employee development
- Relationship building
- Attention to detail
- Coaching and mentoring
- Documentation and reporting
- Training and mentoring
- Staff discipline
- Customer service
- Processes and procedures
- Decision-making
Timeline
Supervisor
NJM Insurance Group
11.2015 - Current
Personal Lines Underwriter
New Jersey Manufacturers Insurance Company (NJM)
04.2007 - 11.2016
Licensed Insurance Agent
NJM Insurance Group
11.2001 - 11.2007
High School Diploma -
Neshaminy High School
Marketing And Management -
Bucks County Technical School