Tessa MacGown
Angola,IN
Summary
Versatile manager with background in coordinating diverse teams and managing complex projects. Skilled in strategic planning, operational improvement, and fostering collaborative environments. Demonstrated ability to enhance efficiency and productivity while maintaining high standards of quality. Successfully implemented innovative solutions that resulted in positive organizational changes.
Accomplishments
- Designations from the Insurance Institute of America: Chartered Property and Casualty Underwriter (CPCU), Associate in Management (AIM), Associate in Commercial Underwriting (AU), Associate in Surplus Lines (ASLI), Associate in Personal Insurance (API), Associate in General Insurance (AINS), Associate in Insurance Services (AIS), Accredited Advisor in Insurance (AAI), and Certificate in Supervisory Management (SM).
- Hold Indiana Property/Casualty (PC) and Life/Health (LH) licenses and Michigan non-resident Property/Casualty (PC) and Life/Health (LH) licenses.
Overview
19
19
years of professional experience
Work History
Manager, Account Service Team
Proctor Loan Protector
Angola, Indiana
04.2022 - Current
- Oversee the Account Service Team and collaborate with the Program Manager to ensure compliance with internal and industry guidelines.
- Update and refine standard operating procedures to align with evolving systems, and maintain operational efficiency.
- Develop and execute quarterly audits to assess employee adherence to regulatory and organizational standards.
- Establish and monitor developmental goals for team members to support their professional growth.
- Implement targeted improvement plans to boost productivity among under performing team members.
- Conduct audits for the Account Service Team, providing actionable written feedback, and tailored training.
- Serve as a subject matter expert by coaching the team on insurance-related inquiries to enhance product knowledge.
- Partner with the Program Manager and development teams to enhance system functionality, and improve documentation.
Account Service Manager, Insurance Support
Proctor Loan Protector
Lansing, Michigan
09.2020 - 04.2022
- Managed quote submissions for insurance coverage by assessing risks and collaborating with brokers, agents, and sales teams.
- Troubleshot issues during quote, bind, and issuance processes for new insurance policies.
- Established efficient turnaround for quotes, reducing delivery time from one week to 1-3 days through persistent follow-up.
- Reduced email traffic by 50% post-bind by organizing necessary information for policy issuance.
- Developed 'Right to Procure Insurance' statement addressing contractual obligations of first named insured.
- Checked accuracy and completeness of order to binds, applications, and TRIA forms.
- Created a process reducing average request turnaround from one month to 2-3 days.
- Achieved Employee of the Month in April 2021 due to positive feedback from agents on service levels.
Director of Professional Development
Michigan Association of Insurance Agents
Lansing, Michigan
07.2019 - 09.2020
- Managed staff of 3 in Professional Development Department, overseeing office operations of 12 during conventions.
- Planned and budgeted annual convention, achieving first profit in five years with $375,000 net revenue.
- Developed and executed marketing strategies for annual convention, resulting in 40% increase in interest.
- Gathered agent feedback to introduce new presenters and topics, enhancing convention content.
- Acquired educational platforms, negotiated discounts, and projected increased revenue, raising professional development income by 35%.
- Created and maintained educational programming based on member needs and industry trends.
- Implemented new classes with approval from State of Michigan, addressing agents' desire for challenging education.
- Negotiated revenue share for online courses during pandemic, recovering lost revenue and generating 3.5% surplus.
Business Systems Analyst II Guidewire
Frankenmuth Insurance Company
Frankenmuth, Michigan
08.2018 - 07.2019
- Leveraged Guidewire PolicyCenter expertise to manage Commercial Lines projects effectively.
- Applied Agile and Waterfall methodologies to enhance project delivery.
- Directed project teams throughout assignment lifecycle, ensuring timely completion.
- Developed comprehensive functional documents, including requirements and statements of work.
- Documented system functionality for IT and business analysts to facilitate understanding.
- Educated end-users on new functionalities to promote effective usage.
- Established processes and standards for systems to ensure consistency.
- Created a user-friendly document repository detailing system changes for internal partners.
Staff Underwriting Specialist
Farm Bureau Insurance of Michigan
Lansing, MI
04.2016 - 04.2018
- Established first underwriting audit procedures in company history.
- Audited underwriting files to ensure guideline consistency and process adherence.
- Compared files between underwriters for compliance with company and state standards.
- Presented findings to management, including executive officers.
- Translated audit insights into training materials for underwriting staff.
- Counseled underwriters on adherence to new audit procedures.
- Developed training materials on insurance coverage and conducted classes for staff.
- Authored step-by-step instructions for customers on system enhancements and functionality.
Commercial Account Underwriter
Farm Bureau Insurance of Michigan
Lansing, MI
05.2015 - 04.2016
- Evaluated applications, financials, loss histories, and risk qualities as commercial lines' underwriter for Workers Compensation, Business Auto, and Umbrella insurance
Commercial Account Underwriter
Michigan Millers Mutual Insurance Company
Lansing, MI
07.2013 - 03.2015
- Assess commercial lines applications, financials, loss histories, risk qualities, and insurability for Workers Compensation, Commercial Auto, Business Owners, Commercial Package, and Umbrella
Business Systems Analyst/Systems Quality Analyst
Auto Owners Insurance Company
Lansing, MI
06.2010 - 06.2013
- Researched and documented comprehensive requirements for system enhancements and new developments.
- Evaluated project risks while managing deadlines across multiple projects.
- Communicated end results of system changes to end users effectively.
- Created detailed training manuals for underwriting and processing teams.
- Implemented targeted training programs for underwriters and branch associates.
Methods and Procedures Specialist
Auto Owners Insurance Company
Lansing, MI
12.2006 - 06.2010
- Formulated, launched, and upheld methods, standards, procedures, and guidelines for optimized workflow.
Education
Bachelor of Arts - English Literature
Oakland University
Skills
- Team management
- Process improvement
- Risk assessment
- Audit execution
- Insurance underwriting
- Customer relationship management
- Project coordination
- Training development
- Effective communication
- Problem solving
- Leadership skills
- Decision-making
Timeline
Manager, Account Service Team
Proctor Loan Protector
04.2022 - Current
Account Service Manager, Insurance Support
Proctor Loan Protector
09.2020 - 04.2022
Director of Professional Development
Michigan Association of Insurance Agents
07.2019 - 09.2020
Business Systems Analyst II Guidewire
Frankenmuth Insurance Company
08.2018 - 07.2019
Staff Underwriting Specialist
Farm Bureau Insurance of Michigan
04.2016 - 04.2018
Commercial Account Underwriter
Farm Bureau Insurance of Michigan
05.2015 - 04.2016
Commercial Account Underwriter
Michigan Millers Mutual Insurance Company
07.2013 - 03.2015
Business Systems Analyst/Systems Quality Analyst
Auto Owners Insurance Company
06.2010 - 06.2013
Methods and Procedures Specialist
Auto Owners Insurance Company
12.2006 - 06.2010
Bachelor of Arts - English Literature
Oakland University
Similar Profiles
ASIFUDDIN SHAIKHASIFUDDIN SHAIKH
Windows Admin (IAM) at Proctor Loan ProtectorWindows Admin (IAM) at Proctor Loan Protector
Francheli BautistaFrancheli Bautista
Customer Service Representative at Proctor Loan ProtectorCustomer Service Representative at Proctor Loan Protector
Mona TompkinsMona Tompkins
Loss Draft Analyst at Proctor Loan ProtectorLoss Draft Analyst at Proctor Loan Protector
Rique BiceRique Bice
Implementation Specialist at ViventiumImplementation Specialist at Viventium
Jasmine WrightJasmine Wright
Caregiver at Help at HomeCaregiver at Help at Home