NATALIE REDMAN-GABRIEL
Troutman,NC
Summary
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
27
27
years of professional experience
Work History
Underwriter
Travelers Insurance Company
01.2020 - Current
- Reviewed client files for risk indicators to determine appropriate coverage levels.
- Reviewed statistical data to support risk assessments and inform decision-making.
- Communicated underwriting decisions clearly to agents and clients to maintain transparency.
- Worked closely with claims department to address underwriting concerns and improve processes.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Made approval and denial recommendations by determining accurate risk levels.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwriting.
- Reduced underwriting cycle times, prioritizing urgent applications and employing effective time management strategies.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Fostered innovation in underwriting methods, actively participating in industry forums and workshops.
- Increased customer satisfaction through timely communication and efficient handling of underwriting requests and documentation.
- Collaborated with other professionals to develop innovative underwriting solutions.
- Assessed and advised on endorsement requests utilizing in-depth underwriting process understanding.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Achieved high levels of underwriter certification, demonstrating commitment to professionalism and continuous learning.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Elevated company reputation by maintaining high accuracy in risk evaluation and policy pricing.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
Assoc Account Executive – Middle Markets – Team Lead
Travelers Insurance Company
01.2018 - 01.2021
- Delivered presentations to stakeholders for product awareness.
- Managed client portfolios to enhance overall satisfaction.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
- Developed detailed reports analyzing account performance data, providing valuable insights for future strategy adjustments or improvements.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Facilitated resolution of client issues by acting as liaison between customer service and technical teams.
- Collaborated with cross-functional teams to develop comprehensive sales proposals that addressed all aspects of client requirements.
- Increased market share within territory through diligent research and identification of new business opportunities.
- Optimized sales pipeline management, ensuring steady flow of opportunities through careful planning and follow-up activities.
- Pioneered adoption of consultative selling approach, which became best practice within team.
- Enhanced team performance, sharing best practices and mentoring junior account executives.
- Exceeded quarterly sales targets by implementing strategic account management and personalized client engagement techniques, by 30%.
- Delivered compelling product demonstrations, clearly articulating features and benefits tailored to each prospect's business needs.
- Achieved or exceeded company-defined sales quotas.
- Maintained current knowledge of evolving changes in marketplace.
- Presented professional image consistent with company's brand values.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
Snr. Account Manager Specialized Distribution
Travelers Insurance Company
10.2013 - 01.2018
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Identified at-risk accounts through diligent monitoring and analysis, implementing retention strategies to prevent churn.
- Increased upsell opportunities with strategic account reviews, identifying and addressing client needs.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Set and achieved company defined sales goals.
Snr. Customer Experience Consultant
Travelers Insurance Company
05.2012 - 10.2013
- Improved customer satisfaction by conducting in-depth analysis of user experiences and identifying key areas for enhancement.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Implemented innovative solutions to address complex business challenges, resulting in improved performance.
- Built strong relationships with key stakeholders, fostering trust and collaboration between parties involved in the project life cycle.
- Researched and resolved complex issues and appeals to facilitate prompt resolution.
- Analyzed user feedback for actionable insights, driving improvements in service delivery.
Snr. Account Rep. - Personal Lines
Amica Mutual Insurance Company
12.2008 - 03.2012
- Contacted customers to assess satisfaction and current needs.
- Kept detailed records of customer interactions for optimal traceability.
- Consistently exceeded quota expectations leading the way among fellow representatives.
- Retained high-value clients by providing exceptional support and personalized service.
- Improved account management processes, significantly reducing response time to client queries.
- Strengthened company reputation with exceptional service, handling client concerns with professionalism and patience.
- Processed client payments and updated accounts.
- Collaborated with sales team to develop strategies for achieving sales targets, contributing to team's success.
- Monitored industry trends to advise clients on potential impacts to their accounts, ensuring they were always one step ahead.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
Snr. Direct Banking Specialist I – Team Lead
TD Bank N.A.
09.2008 - 10.2010
- Increased customer satisfaction by providing personalized banking solutions and exceptional service.
- Successfully resolved complex customer complaints, demonstrating empathy and professionalism throughout the process.
- Reduced processing errors by implementing strict quality control measures in daily operations.
- Opened new accounts and made changes to existing accounts.
- Championed the use of innovative technology solutions to enhance overall banking experience for clients across multiple channels.
- Provided reliable support during mergers or acquisitions, ensuring a smooth transition for all parties involved.
- Managed a diverse portfolio of clients ranging from individuals to small businesses, addressing unique financial needs effectively.
- Collaborated with IT department to enhance online banking security measures, safeguarding customer information.
- Cross-sold credit cards, loans and other bank products.
Account Executive/Manager
The Insurance Company of the West Indies Limited
11.2005 - 08.2008
- Company Overview: (Motor, Property & Casualty inclusive of Commercial Insurance)
- (Motor, Property & Casualty inclusive of Commercial Insurance)
Motor Underwriting Supervisor
N.E.M Insurance Company Limited
03.2002 - 01.2005
- Motivated employees to improve performance through hands-on leadership, monthly reviews and proactive improvement planning.
- Evaluated portfolio performance to identify trends and adjust strategies accordingly, minimizing potential loss ratios.
- Developed strong relationships with brokers, resulting in increased business volume and customer satisfaction.
- Liaised with sales and operations to facilitate communication and maximize workflow efficiency.
- Enhanced underwriting efficiency by streamlining processes and implementing automation tools.
- Developed and led team of 6 underwriters handling 150 polices, and over 1000 endorsement documents each month.
- Negotiated favorable terms with reinsurers, securing advantageous coverage options for the organization's risk management strategy.
- Collaborated with claims adjusters to investigate fraudulent cases or suspicious activity within existing policies.
- Collaborated with other department leaders to create a comprehensive underwriting strategy, aligning company goals and market trends.
Snr. Bank Teller/Customer Service Representative /Internship
Bank of Nova Scotia (Jamaica) Limited
01.1998 - 01.2002
- Adapted to changing customer needs by updating knowledge on products and services.
- Increased customer retention by delivering personalized service experiences.
- Resolved customer inquiries by providing accurate product information and troubleshooting support.
- Collaborated with team members to address complex customer issues and streamline processes.
- Maintained productivity and quality standards at all times.
- Accepted payments and updated accounts with latest information.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than 50 customers each day.
- Mentored junior team members, providing guidance and support as needed while helping them develop their customer service skills.
- Conducted thorough research on behalf of customers facing unique situations or requiring specialized assistance beyond standard troubleshooting guidelines; presented findings in an easily digestible format tailored specifically for each inquiry type encountered during this process.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
Trainee Shift Supervisor (Part Time)
McDonald’s Limited – Campus Location
01.1998 - 01.1999
- Supported senior staff in project management to facilitate timely delivery of tasks.
- Applied analytical skills to evaluate information and present findings.
- Learned new materials, processes, and programs quickly.
- Promoted positive collaboration among trainees, encouraging teamwork and problem-solving skills.
- Filled out timesheets and paperwork according to identified requirements.
- Streamlined the onboarding process for new trainees, reducing time to productivity.
- Conducted regular reviews of operations and identified areas for improvement.
- Coordinated merchandising, promoted new products and increased brand awareness.
Education
Bachelor of Science - Business Administration
University College of The Caribbean
Kingston, Jamaica01.2006
Certification - Legal Principles/ Liability, Motor Insurance, Property Insurance, Supervisory Mgmt – Level 1
College of Insurance & Professional Studies
Jamaica01.2005
BSc. - Mathematics
Wichita State University
Wichita, Kansas01.2001
High School Diploma -
Meadowbrook High School
Kingston, Jamaica01.1997
Skills
- Self-motivated
- Detail-oriented
- Excellent communication skills
- Licensed P&C Insurance writer
- Underwriting guidelines
- Documentation review
- Application review
- Data interpretation
- Managing risk
- Teamwork and collaboration
- Documentation
- Time management
- Excellent communication
- Critical thinking
Activities
- Member of CIPS Toastmasters Club, Kingston, Jamaica, 01/01/06, 12/31/08
- Treasurer - Our Lady of the Angels Prep Home School Assoc., 01/01/07, 12/31/08
- Planning Committee Member - ICWI Social Club, 01/01/06, 12/31/08
- Team Manager – Soccer & Track & Field Teams - Our Lady of the Angels Prep School, 01/01/05, 12/31/08
- Volunteer Assistant Coach – Y-Speed Track Club, Springfield, MA
Personal Information
Hobbies: Track & Field, reading, researching, meeting people
Head Girl of High School
Lead student for High School Cohort of 1500 students
Timeline
Underwriter
Travelers Insurance Company
01.2020 - Current
Assoc Account Executive – Middle Markets – Team Lead
Travelers Insurance Company
01.2018 - 01.2021
Snr. Account Manager Specialized Distribution
Travelers Insurance Company
10.2013 - 01.2018
Snr. Customer Experience Consultant
Travelers Insurance Company
05.2012 - 10.2013
Snr. Account Rep. - Personal Lines
Amica Mutual Insurance Company
12.2008 - 03.2012
Snr. Direct Banking Specialist I – Team Lead
TD Bank N.A.
09.2008 - 10.2010
Account Executive/Manager
The Insurance Company of the West Indies Limited
11.2005 - 08.2008
Motor Underwriting Supervisor
N.E.M Insurance Company Limited
03.2002 - 01.2005
Snr. Bank Teller/Customer Service Representative /Internship
Bank of Nova Scotia (Jamaica) Limited
01.1998 - 01.2002
Trainee Shift Supervisor (Part Time)
McDonald’s Limited – Campus Location
01.1998 - 01.1999
BSc. - Mathematics
Wichita State University
Bachelor of Science - Business Administration
University College of The Caribbean
Certification - Legal Principles/ Liability, Motor Insurance, Property Insurance, Supervisory Mgmt – Level 1
College of Insurance & Professional Studies
High School Diploma -
Meadowbrook High School
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