Olivia J. Martin

Lead P&C Underwriting Technician

• Policy/Endorsement typing and processing.
• Process certificates of insurance and evidences of property.
• Maintain daily workflow in ImageRight by analyzing, handling, or forwarding daily tasks for processing.
• Meet service standard requirements.
• Maintain underwriting knowledge by attending underwriter training meetings provided by JM Wilson and insurance carriers, also by reviewing company underwriting changes and manual updates.
• Backup others in department and company by answering phone calls and addressing rush items.
• Facilitate shadow program between technicians and underwriters.
• Acting supervisor when direct supervisor is out of office.

Training

• Create and maintain training logs for P&C Technicians.
• Conduct monthly one on one trainings to improve processing quality and consistency.
• Create videos to compliment SOP’s,
• Design training curriculum

Interim BDC Manager

• Responsible for staffing and scheduling Business Development Center
• Maintain process driven work environment
• Managed day to day operations of BDC and staff including collecting and analyzing metrics.
• Served as point of contact for escalated customer issues.
• Identified and monitored appropriate benchmarks for Service and Sales

Service Account Manager

• Scheduled inbound calls using ADP and X-Time scheduling software.
• Conducted Tech Forums to instruct new car owners how to use their MyLink infotainment systems.
• Made outbound calls for abandoned services and other special projects as provided by BDC Manager, Service Manager, Sales Representatives and Service Advisors.
• Training of new BDC Service Account Managers.
• Creating customer correspondence as directed by Service Manager and Warranty administrator using Microsoft Word and/or Outlook E-mail.
• Receptionist duties as required based on departmental need.
• Performed quality assurance follow up calls.