Nikki Heath
Rosholt,WI
Summary
Commercial Insurance | Customer & Sales Focused Leadership | Corporate Underwriting
Results-driven insurance professional with expertise in commercial insurance, customer service and relationship building. Skilled in enhancing workflow efficiency and leading initiatives that improve service delivery. Strong background in problem-solving and stakeholder communication, ensuring effective project rollouts and maintaining high standards of service.
Overview
16
16
years of professional experience
Work History
Corporate Underwriting & Product Analyst – Workers Compensation
Sentry Insurance
Stevens Point, Wisconsin
11.2024 - Current
- Ensures alignment of workers compensation product with state and bureau regulations through team collaboration.
- Resolves workers' compensation system and coverage questions for business partners to enhance operational efficiency.
- Records product and forms updates for compliance review and internal audits.
- Partners with IT, analysts, product specialists, and operations teams on project rollouts.
- Tests new product and system prototypes before launch.
IT Business Analyst
Sentry Insurance
11.2023 - 11.2024
- Collected and analyzed business requirements for Sentry Insurance technology projects and process improvements.
- Facilitated meetings with stakeholders to clarify priorities and resolve business questions.
- Collaborated with a team of software developers, engineers, quality analysts, and IT analysts to build a platform for coverage data integration with the policy management system.
- Created and maintained documentation for workflows, user stories, and functional specifications for insurance applications.
- Tested system changes through user acceptance testing and conducted demos of the testing.
Account Specialist Manager
Sentry Insurance
10.2019 - 11.2023
- Facilitated retention through comprehensive policy reviews and proactive client follow-up.
- Coordinated resolution of service issues with underwriting, claims, and billing teams to ensure timely support in the best interest of policyholders.
- Resolved escalated account concerns using Sentry Insurance procedures and guidelines.
- Explained policy details, premium changes, and account updates to direct reports so they could communicate resolutions with their customers.
- Supported rollout and onboarding of account specialists across offices in WI, IA, and CA.
- Reviewed coverage requests, renewals, and endorsement changes for accuracy.
- Conducted quality audits of my team's work items.
- Developed and implemented practical solutions with partners, addressing issues rapidly while delivering excellent customer service.
Groomer & Owner
Central Wisconsin Mobile Pet Grooming
Rosholt, Wisconsin
02.2022 - 01.2025
- Founder, owner and certified groomer for the first mobile grooming business in Central Wisconsin.
- Collaborated with customers and their pets to deliver personalized grooming experiences at convenient locations.
- Advised customers on pet care needs and promoted additional services or products to enhance grooming experience.
- Coordinated appointments to service multiple pets while ensuring high-quality grooming standards.
Sales Support Supervisor – CL
Sentry Insurance
07.2017 - 10.2019
- Supervised sales support team handling insurance policy service requests.
- Tracked team performance against established goals and objectives to identify areas for improvement.
- Trained staff on Sentry Insurance sales support procedures and systems
- Created and presented training materials to internal staff to enhance understanding of sales support procedures.
- Created, maintained and updated training materials, manuals, guidelines and documentation.
- Collaborated with Producer Support Assistants, sales associates, sales managers, and underwriters to address and fulfill customer needs.
Producer Support Assistant – CL – Lead
Sentry Insurance
09.2014 - 07.2017
- Guided tenured associates in resolving complex customer and underwriting concerns, improving issue resolution.
- Trained and mentored new associates.
- Created foundational training program for the role, facilitating new associate onboarding.
- Assisted sales associates in managing high-volume books of business, enhancing client service quality.
Producer Support Assistant – CL • Sales assistant
Sentry Insurance
03.2011 - 09.2014
- Directly supported sales associates in maintaining their high-volume books of business.
- Managed calendars and scheduled renewal and service meetings to optimize time management.
- Handled inquiries and resolved routine issues to enhance customer satisfaction.
- Coordinated daily office operations and administrative workflows to ensure smooth functioning.
Education
Certified Insurance Service Representative – Elite -
National Alliance For Insurance Education
01-2017
Certified Insurance Service Representative -
National Alliance For Insurance Education
01-2011
CPCU (in progress) -
The Institutes
10-2026
Skills
- Commercial & Personal Insurance
- Training & Onboarding
- Relationship Building
- Team Collaboration
- Customer Relationships
- Workflow Improvement
- Regulatory & Product Maintenance
- Training
- Team Building & Engagement
- System Navigation
- In Depth Insurance Knowledge
- Problem Solving
- Customer Service
- Workers Compensation
- Insurance Products
- Regulatory compliance
- Workers compensation
- Policy review
- Requirements gathering
- User acceptance testing
- Stakeholder communication
- Process documentation
Timeline
Corporate Underwriting & Product Analyst – Workers Compensation
Sentry Insurance
11.2024 - Current
IT Business Analyst
Sentry Insurance
11.2023 - 11.2024
Groomer & Owner
Central Wisconsin Mobile Pet Grooming
02.2022 - 01.2025
Account Specialist Manager
Sentry Insurance
10.2019 - 11.2023
Sales Support Supervisor – CL
Sentry Insurance
07.2017 - 10.2019
Producer Support Assistant – CL – Lead
Sentry Insurance
09.2014 - 07.2017
Producer Support Assistant – CL • Sales assistant
Sentry Insurance
03.2011 - 09.2014
Certified Insurance Service Representative – Elite -
National Alliance For Insurance Education
Certified Insurance Service Representative -
National Alliance For Insurance Education
CPCU (in progress) -
The Institutes