Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Accomplishments
Timeline
Generic

Tracee Garner

Shawnee,KS

Summary

Highly skilled professional with 19 years of extensive experience in the insurance industry, which includes rating & policy issuance, demonstrated expertise in training & coaching peers, as well as serving as a subject matter expert in various projects and systems implementations. Skilled at identifying problems and devising solutions
while pushing for constant productivity and performance improvement. Conducting operational optimization sessions, and supporting process migration to centralized
operations teams. Demonstrated ability to lead cross-functional teams, drive process improvements, and deliver exceptional results in the insurance industry. Committed to continuous learning and leadership
development. Strategic professional in business operations known for high productivity and efficiency in task completion. Specialize in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Business Process, Outsourcing Analyst

Travelers Insurance
Overland Park, KS
06.2023 - Current
  • Meaningfully contributing to intake, design, development, and deployment of centralized operational processes for GOS&D
  • Responsibilities include process testing with critical feedback to improve operational effectiveness and drive successful process outcomes
  • Accountable to support new process design and development in a team environment through:
  • Operational Effectiveness & Execution: Test new operational processes in a proof-of-concept environment, including processing work units and providing feedback to remove barriers to success
  • Support the development of process related key performance indicators (process volume, quality, service level agreements, etc.) through analysis and feedback
  • Identify issues and solution(s) in productivity and volume trends that impact process outcomes
  • Support an assessment of process viability including data analysis to determine cost benefits of centralization, collaborating with leadership to define and refine processes, communicating with other stakeholders to discuss options and obstructions
  • Participate in operational optimization sessions to obtain input and perspective in developing long-term solutions to issues that impact process efficiency and output quality
  • Conduct time and motion studies to assist in the development of productivity standards
  • Support process migration to centralized operations teams
  • Operational Service and Partnerships: Partners with professionals in multiple departments to assist with the timely resolution of escalations, which may include: Resolves standard or complex problems including recommended process improvements
  • Assists with onboarding and training of Operations team employees
  • Collaborates with peers locally and nationally to share knowledge
  • Customer Engagement: Serves as a customer service representative for the GOS&D department, which may include: Handles external and internal customer questions and concerns
  • Completes and may lead short-term and long-term projects as assigned
  • Technical Knowledge: Support drafting of process and workflow documentation, including desktop procedures, training materials, performance metric guides and communication guides
  • Deliver and conduct training of other resources as needed including in depth knowledge sharing across analyst teams
  • Act as a subject matter expert for answers to inquiries relative to open proof of concepts
  • Process Quality: Support drafting of quality documentation including quality parameters, and quality plans
  • Support delivery and testing of quality program in a proof-of-concept environment
  • Selected for the 2023-2024 LEAD (Leadership Exploration and Development Program) cohort

Operations Account Specialist II

Travelers Insurance
Overland Park, KS
06.2022 - 06.2023
  • Acts as a Subject Matter Expert when collaborating with other Operations professionals to improve processes and procedures including participating and Test & Learns
  • Independently manage multi-state, multi-line accounts throughout the lifecycle which could include rating/pricing, quoting and issuing policies as well as handling related account activity
  • Contribute to a positive workplace culture by building and maintaining strong working relationships with business partners and agents
  • Demonstrate a rich understanding of business processes by leveraging standardized workflows and state compliance guidelines
  • Synthesize multiple sources of information to make sound decisions as a trusted advisor, exercise critical thinking and decision-making skills solidifying customer confidence
  • Make a difference to our customers by executing on service level commitments and delivering quality products in a timely manner
  • Help drive the future of Operations through participation in project/initiatives as applicable Acts as primary account contact
  • Understands underwriting analysis to include year-over-year changes, loss analysis, risk control deficiencies and open risk control recommendations
  • Understands the impact of business processes and standardized workflows to comply with underwriting guidelines
  • Assesses Risk Control by reviewing open recommendations, looks for significant deficiencies, recognizing high exposures on policy locations
  • Collaborates with underwriting partners on New Business and account rounding opportunities
  • Has ability to prepare renewal accounts by reviewing losses, comparing underwriting strategies, collaborating on conditional renewal notice and non-renewal requirements
  • Demonstrated ability to handle and navigate the more complex accounts
  • Anticipates rate and coverage issues by identifying and gathering relevant account information that warrants further analysis and adjusts the pricing in collaboration with underwriting, as necessary

Operations Account Specialist I

Travelers Insurance
Overland Park, KS
12.2014 - 06.2022
  • Participates with Account Executives/Underwriters in renewal activities that support marketing and underwriting decisions that are consistent with business unit growth and retention goals
  • Help drive the future of Operations through participation in project/initiatives as applicable
  • Contributes to a positive workplace culture by building and maintaining strong working relationships with business partners and agents
  • Gain a rich understanding of business processes by leveraging standardized workflows and state compliance guidelines
  • Synthesize multiple sources of information to make sound decisions
  • Exercise critical thinking and decision-making skills to become a trusted advisor solidifying customer confidence
  • Make a difference to our customers by executing on service level commitments and delivering quality products in a timely manner
  • Appointed as a team Subject Matter Expert
  • Participates in the onboarding and training of new hires including Quality Control
  • Proficient in managing multi-state accounts throughout the lifecycle which could include rating/pricing, quoting and issuing policies as well as handling related account activity
  • Partners with Account Executives/Underwriters to establish support needs for renewal policies by identifying and gathering relevant account information to quote and/or bind policies
  • Manages account documentation including proposals, policy changes, endorsements, cancellations, etc
  • Communicates with brokers/agencies, and internal departments by researching to resolve issues and respond to inquiries and questions
  • Quotes accounts within authority limits by reviewing exposures and experience rating, updating account information, rates and adjusts the price
  • Recognized with several SPOT awards by managers for team contributions

Stay at Home Parent

01.2012 - 12.2014

Rate Technician II

Zurich North America
Overland Park, KS
05.2008 - 12.2011
  • Provide technical rating and policy issuance support to underwriting team utilizing manual and automated systems in the rating, coding, and policy issuance of all transactions for all lines of business
  • Interacts with Zurich staff to obtain and provide necessary information in order to resolve issues and provide timely, accurate service to attract and retain profitable business
  • Specialize in the processing and underwriting support of the most difficult business, including multi-national/local area, package portfolio or specialty policies
  • Rates and codes all P&C lines of business for supported business units
  • Is capable of processing the most complex multi-national/local area package portfolio, specialty lines of business, and large accounts
  • Computes premiums on new business renewals, endorsements and cancellation transactions
  • Inputs rating and statistical coding information into system
  • Is able to manually rate or code
  • Quotes risk or does worksheet/proposal
  • Communicates directly with Underwriting regarding all aspects of rating and policy issuance
  • Reconciles discrepancies, checks own work for accuracy, and may check the work of others, especially Rate Tech I's
  • Responds promptly and accurately to requests for information
  • Processes work with attention to timeliness, productivity, and quality
  • Performs a general self-check of work
  • Processes all work within department standards
  • Provided general administrative support to underwriting
  • Assisted in training newly hired Rate Technicians and provided support and coaching to peers
  • Selected from over 75 Rate Technicians to join the U to Z project to test a new billing system for future release
  • Selected to learn, implement, and train Rater Technicians on a new DICE system
  • Received two Bronze Awards from direct Supervisor and Department Manager for outstanding work

MVR Tracking Coordinator

Zurich North America
Overland Park, KS
07.2006 - 05.2008
  • Process and underwrite Motor Vehicle Requests for dealerships
  • Respond to customer via Right Fax, email and phone regarding insurability of employees
  • Use regional production database for processing exclusion letters and updating customer profiles
  • Access portal to review declaration pages
  • Answer incoming calls from customers in a call center environment
  • Maintain strong relationships with customers to ensure confidence and confidentiality for the department and the company
  • Train and coach new employees

Customer Service Representative/Collections

Chrysler Financial
Overland Park, KS
02.2002 - 05.2006
  • Negotiated payment plans on delinquent auto loans and addressed customer concerns
  • Volunteered to provide peer-to-peer coaching to newly trained Customer Service Representatives
  • Interacted with law firms, law enforcement, and insurance companies regarding any factors that may have impacted the customer’s Chrysler account
  • Maintained company’s loss goals by keeping repossessions to a minimum

Education

Human Resources Essentials Certificate -

Cornell University
08.2021

Master of Business Administration -

Baker University
05.2010

Bachelor’s Degree - African/African American Studies

University of Kansas
05.2001

Skills

  • Workflow Analysis
  • Efficiency Assessment
  • Process Analysis
  • Effective Collaboration
  • Process Optimization
  • Problem-Solving Skills
  • Clear and Direct Messaging
  • Effective Team Management

Certification

  • Lean Six Sigma Yellow Belt Certification, March 2024
  • Cornell University – Human Resources Essentials Certificate, August 2021

Affiliations

  • Black and African American & Allies Diversity Network
  • Pride & Allies Diversity Network

Accomplishments

  • 2023-2024 LEAD (Leadership Exploration and Development Program) Graduate
  • Nominated by Manager as a top-performing individual contributor with Travelers Senior Leadership recognition for providing exceptional internal/external customer experiences.
  • Recognized by Travelers Leadership with several SPOT Bonus Awards for individual and team contributions.
  • Recognized by Zurich Leadership and received two Bronze Awards for individual and team contributions.

Timeline

Business Process, Outsourcing Analyst

Travelers Insurance
06.2023 - Current

Operations Account Specialist II

Travelers Insurance
06.2022 - 06.2023

Operations Account Specialist I

Travelers Insurance
12.2014 - 06.2022

Stay at Home Parent

01.2012 - 12.2014

Rate Technician II

Zurich North America
05.2008 - 12.2011

MVR Tracking Coordinator

Zurich North America
07.2006 - 05.2008

Customer Service Representative/Collections

Chrysler Financial
02.2002 - 05.2006

Human Resources Essentials Certificate -

Cornell University

Master of Business Administration -

Baker University

Bachelor’s Degree - African/African American Studies

University of Kansas

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Tracee Garner