Kristy McGinnis
Agency,MO
Summary
Analytical Underwriter with expertise in Commercial Insurance. Gifted in evaluating risk and loss potential and developing information for new and renewal policies. Team-oriented with success in building relationships with internal partners and agents to achieve business goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Small Business Product and Program Consultant
American Family Mutual Insurance Company
01.2021 - 10.2022
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Gathered, documented, and modeled data to assess business trends.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked effectively in fast-paced environments.
- Identified issues, analyzed information and provided solutions to problems.
- Excellent communication skills, both verbal and written.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Developed and maintained courteous and effective working relationships.
Small Business Call Center Manager
American Family Mutual Insurance Company
04.2019 - 01.2021
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Evaluated data to identify trends and determine customer service needs.
- Developed quality employees within call center to take over leadership positions.
- Collaborated with training team to boost product support and certification training initiatives.
- Developed process controls and metrics for daily management of call center.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Commercial Lines Underwriter
American Family Insurance
07.2013 - 04.2019
- Assessed new and renewal applications for financial liabilities and risk levels.
- Maintained current understanding of industry and underwriting procedures.
- Made recommendations to field producers on potential applications.
- Applied accurate pricing standards to meet business needs and customer requirements.
- Provided technical expertise and mentoring to junior underwriting staff.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Collaborated with other professionals to develop innovative underwriting solutions.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Excellent communication skills, both verbal and written.
Commercial Data Entry Representative
American Family Mutual Insurance Company
03.2006 - 07.2013
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Verified accuracy of data entered into system to produce error-free reports.
- Developed data entry policies and procedures in compliance with company standards.
- Updated and maintained customer information, documents and records.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Education
No Degree - Cosmetology
Vatterott
Saint Joseph, MOHigh School Diploma -
Mid Buchanan R5
Faucett, MO05.1999
Skills
- Data Analysis
- Client Relationship
- Policy Quoting and Pricing
- Agent Support
- Portfolio management
- Underwriting guidelines
- Product knowledge
- Cross-functional Collaboration
- Conflict Resolution
- Decision Making
- Team Leadership
- Problem Solving
- Process Improvement
Certification
BenchmarkPortal Certified Contact Center Manager, CCCM
Timeline
Small Business Product and Program Consultant
American Family Mutual Insurance Company
01.2021 - 10.2022
Small Business Call Center Manager
American Family Mutual Insurance Company
04.2019 - 01.2021
Commercial Lines Underwriter
American Family Insurance
07.2013 - 04.2019
Commercial Data Entry Representative
American Family Mutual Insurance Company
03.2006 - 07.2013
No Degree - Cosmetology
Vatterott
High School Diploma -
Mid Buchanan R5
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