LaFrancyne Crooms
San Francisco,CA
Summary
Commercial Lines Support Specialist/Client Service Coordinator
Support professional with keen focus on delivering exceptional service and operational efficiency. Known for driving team success and meeting organizational goals through collaborative efforts and flexible problem-solving skills. Displays strong adaptability and results-oriented mindset.
Overview
16
16
years of professional experience
Work History
Support Supervisor
Liberty Mutual Insurance
08.2019 - Current
- Middle Market Construction & Multi Industries.
- Manage two teams, total of nine directs evaluating the work of the support staff.
- The support team collaborate with Underwriters
- My job is to assists with the prioritization of work, assigning tasks, monitoring progress and quality
- Estimates staffing needs, schedules work hours to provide adequate coverage during peak periods, leaves, vacations, etc.
- Assists with resolving routine problems, interpretation of policies, procedures, and guidelines.
- Uses the objective setting and performance evaluation processes to ensure employees understand the expectations, receive regular feedback, and are appropriately rewarded.
- Deals decisively with performance and/or conduct issues using the performance management process.
Sr. Account Analyst
Liberty Mutual Insurance
02.2009 - 08.2019
- Provide support to multiple Underwriters.
- Prepares renewals, new business, and endorsement requests for the underwriter by obtaining information from agents and evaluating exposure or loss data (credit information, claims history, statements of values, loss runs, etc.) and entering information into iUW or appropriate databases.
- Prepare clear, accurate policy writing and billing instructions for business policy production and verifies the policy was produced accurately and on time.
- Sets up various post-sale account services with other departments, including identifying contacts for the policyholder, initiating the issuing process.
- Initiate and respond promptly to telephone and written inquires about processing, policy changes requests, billing status, new applications, and ratings.
- Keeps the virtual underwriting files properly documented and organized with accurate, clear, and complete information.
- Participates in stewardship meetings and production calls as directed by the underwriter.
- Evaluates policies, processes procedures and may recommend changes to management to improve productivity, reduce expense and/or enhance customer service.
Skills
- Excellent Customer/Client/Trainee Relations skills
- Operational Support skills
- Quality assurance
- SLA
- Customer response
- Multitasking and organization
- Customer service excellence
- Adaptability and flexibility
- Verbal and written communication
Academic Projects and Certifications
- CRIS designation 2019 to current
- McKinsey Management Accelerator Program 2023 Complete
- Targeted Development Programs
Timeline
Support Supervisor
Liberty Mutual Insurance
08.2019 - Current
Sr. Account Analyst
Liberty Mutual Insurance
02.2009 - 08.2019
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