SHENIA GONZALEZ
San Antonio,TX
Summary
Detail-oriented Senior Underwriter with 3 years of experience and expertise in commercial lines property-casualty insurance businesses. Strong statistical analysis, quoting and negotiating skills. Well versed in preparing insurance policies and terms to manage risk and mitigate loss.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Sr. Small Commercial Underwriter
Nationwide Insurance Company
San Antonio, TX
09.2023 - Current
- Coached and mentored individuals.
- Reviewed and approved Sr. referrals while working within underwriting Level of authority.
- Provided guidance to other underwriters regarding complex transactions or issues.
- Applied rating to encourage safe, profitable distribution of risks.
- Evaluated possibility of losses due to catastrophe or excessive insurance.
- Analyzed financial statements and other relevant documents to assess the risk of potential clients.
- Reviewed reports detailing key metrics related to the performance of existing accounts.
- Investigated discrepancies found during audits or reviews of client files.
- Monitored claims activity on accounts to detect any patterns or indicators that may affect future decisions regarding coverage.
- Conducted accurate and thorough risk selection with proper classification of insureds.
- Solicited and evaluated insurance applications to approve or decline risks based on company guidelines.
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports.
Small Commercial Underwriter
Nationwide Insurance Company
San Antonio, TX
07.2021 - 09.2023
- Prioritized and organized tasks to efficiently accomplish service goals
- Demonstrated leadership by making improvements to work processes and helping to train others
- Understood and followed oral and written directions
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Applied rating to encourage safe, profitable distribution of risks
- Leveraged customers' history, industry, and demographic information to calculate renewal rates
- Determined level of acceptable risk by reviewing applications for coverage and loss control reports
- Negotiated coverage, policy pricing and service delivery interactions with agents
- Evaluated insurance applications to approve or decline risks based on company guidelines
- Planned and completed group projects, working smoothly with others
- Identified needs of customers promptly and efficiently
- Enhanced and maintain agency relationships with every interaction
- Conducted accurate and thorough risk selection with proper classification of insureds
- Followed policies and procedures to meet or exceed established performance requirements
- Organized and prioritized tasks and activities and worked within strict timeframes and deadlines
- Recommended and initiated product offerings to meet customer changing needs.
INSURANCE SERVICES ANALYST
Nationwide Insurance Company
San Antonio, TX
02.2017 - 07.2021
- Resolve questions/issues on the policy and/or billing account, Utilize probing questions and active listening to customer/Agents issues/questions, Ensure first call resolution and customer satisfaction on all transactions handled, Verify coverage for customers/ Agents or verify that policy changes were made and provide proof of evidence of insurance and/or documents
- Demonstrate accuracy in processing changes to customer policies, Support agents with general questions with new business quotes in agent center, use critical thinking and resources to apply the best solution to complex problems, Work as one team, Provide education on available coverages that will align with the policy & our guidelines
- Received P&C License
- Remained calm and professional in stressful circumstances and effectively diffused tense situations
- Developed strong customer relationships to encourage repeat business
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Collaborated with Coworkers and leaders to drive efficiency of transaction processing using lean concepts, as well as Reviewed established procedures to assess areas in need of improvement.
STORE MANAGER
CATO FASHIONS
San Antonio, TX
05.2011 - 02.2017
- Ensuring high levels of customer service/satisfaction through excellent service, developing business strategies to rise customer traffic, Meeting sales goals by training, motivating, mentoring and providing feedback to sales staff, Recruiting employees for the store
- Maintaining the image of the store, Managing the assets of the store, Deescalated situations with upset customers
- Trained and mentored associates to teach daily tasks and procedures
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties
- Managed inventory tracking and physical inventory counts to minimize loss
- Completed thorough opening, closing and shift change functions to maintain operational standards each day
- Monitored employee performance and identified performance gaps for corrective action
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines
- Oversaw inventory management through cycle counts, audits and shrinkage control
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues
- Updated and maintained store signage and displays
- Strengthened workflow productivity by hiring, managing and developing top talent
- Preserved product quality by maintaining stockrooms and disposing of damaged items
- Answered product questions with up-to-date knowledge of sales and promotions.
Skills
- Effective Communication
- Decision-Making
- Problem-solving abilities
- Analytical Skills
- Adaptability and Flexibility
- Teamwork and Collaboration
Certification
- P&C License - 2007- Current
- CPCU- (in progress)- Expected date of completion: May 2025
Timeline
Sr. Small Commercial Underwriter
Nationwide Insurance Company
09.2023 - Current
Small Commercial Underwriter
Nationwide Insurance Company
07.2021 - 09.2023
INSURANCE SERVICES ANALYST
Nationwide Insurance Company
02.2017 - 07.2021
STORE MANAGER
CATO FASHIONS
05.2011 - 02.2017
- P&C License - 2007- Current
- CPCU- (in progress)- Expected date of completion: May 2025
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