Summary
Overview
Work History
Education
Skills
Timeline
Generic

Tracey Durden

Interlachen,FL

Summary

Professional Underwriter and Personal Lines Insurance Representative with deep knowledge in Personal Lines Insurance. Adept at risk assessment, policy evaluation, and claims management. Known for strong team collaboration and adaptability to changing needs. Valued for analytical skills, decision-making abilities, and results-driven approach.

Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.

Overview

24
24
years of professional experience

Work History

Personal Lines Insurance Representative

SageSure Insurance
11.2024 - Current
  • Assisted clients in understanding insurance options and policy details
  • Processed applications and maintained accurate client records
  • Supported claims processing by gathering necessary documentation
  • Conducted follow-up communications to ensure customer satisfaction
  • Educated clients on coverage benefits and exclusions
  • Resolved escalated customer issues promptly and professionally, restoring confidence in our services while preserving brand reputation.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Collaborated with agents to develop customized insurance solutions for clients, improving client satisfaction and loyalty.
  • Enhanced customer retention through personalized service and attention to individual needs.

Senior Personal Lines Underwriter

Travelers Insurance
07.2005 - 11.2024
  • Led underwriting team to assess risk and determine coverage for personal lines policies.
  • Evaluated complex applications, ensuring compliance with underwriting guidelines and company policies.
  • Mentored junior underwriters, providing training on best practices and industry standards.
  • Collaborated with agents to enhance policy offerings and improve customer satisfaction metrics.
  • Developed and implemented process improvements to streamline underwriting workflows and reduce turnaround times.
  • Facilitated cross-departmental communication to align underwriting objectives with organizational goals.
  • Provided expert guidance on product offerings, helping agents tailor policies to meet individual client needs.
  • Conducted thorough reviews of complex insurance applications, ensuring proper coverage and adherence to company policies.
  • Improved customer satisfaction through timely and accurate policy evaluations and adjustments.
  • Coached junior underwriters on best practices, contributing to their professional growth and development within the organization.
  • Managed a diverse portfolio of personal lines accounts, consistently meeting or exceeding performance metrics for quality and productivity.
  • Led training sessions for both internal staff and external partners on underwriting best practices, contributing to overall organizational knowledge and expertise.
  • Consistently met customer expectations by delivering high-quality service throughout the policy lifecycle, including renewals, endorsements, and cancellations.
  • Negotiated favorable terms with clients by leveraging strong analytical skills and understanding of market conditions.
  • Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
  • Evaluated applications to determine insurance coverage and appropriate risk classifications.

Personal Lines Insurance Service Representative

Travelers Insurance
07.2004 - 07.2005
  • Assisted clients in understanding insurance products and coverage options available to them.
  • Provided exceptional customer service by addressing inquiries and resolving issues efficiently.
  • Acted as a liaison between clients and internal departments to ensure timely service delivery and issue resolution.
  • Increased policyholder retention with exceptional customer service and detailed explanation of insurance coverages.
  • Enhanced customer satisfaction by promptly addressing and resolving insurance inquiries.
  • Assisted underwriters in risk assessment, gathering relevant information to aid decision making.
  • Documented customer interactions and transactions for accurate, up-to-date records.
  • Assisted customers with completing insurance documents to avoid missed information.
  • Posted payments to accounts and maintained records.
  • Answered insurance-related questions and discussed product offerings with customers to meet their unique needs.

Personal Lines Account Manager

TIS Insurance Services
05.2001 - 07.2004
  • Provided expert guidance on coverage options, enhancing customer understanding and satisfaction.
  • Developed tailored insurance solutions based on client needs and risk assessments.
  • Managed personal lines accounts, ensuring compliance with industry regulations and company policies.
  • Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
  • Exceeded performance metrics consistently by efficiently managing workload and prioritizing tasks based on urgency and complexity levels.
  • Provided ongoing support to colleagues experiencing higher workloads due to staff absences or fluctuations in business demands.
  • Collaborated with sales team to cross-sell additional products, resulting in expanded portfolio offerings and increased revenue.
  • Reduced claims frequency through proactive risk analysis techniques applied during regular policy reviews with clients.
  • Successfully managed complex client cases involving multiple policy changes, coordinating with various internal departments and external partners to ensure efficient resolution.
  • Designed presentations and marketing materials to promote insurance products.
  • Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
  • Analyzed customer needs to provide customized insurance solutions.

Education

Associate of Arts - Business Management

College of Central Florida
Ocala, FL
12-1996

Skills

  • Relationship management
  • Policy analysis
  • Sales support
  • Portfolio management
  • Underwriting expertise
  • Teamwork and collaboration
  • Customer service
  • Time management
  • Problem-solving abilities
  • Excellent communication
  • Critical thinking
  • Organizational skills
  • Active listening
  • Decision-making
  • Relationship building
  • Risk assessment
  • Communication skills
  • Attention to detail

Timeline

Personal Lines Insurance Representative

SageSure Insurance
11.2024 - Current

Senior Personal Lines Underwriter

Travelers Insurance
07.2005 - 11.2024

Personal Lines Insurance Service Representative

Travelers Insurance
07.2004 - 07.2005

Personal Lines Account Manager

TIS Insurance Services
05.2001 - 07.2004

Associate of Arts - Business Management

College of Central Florida
Tracey Durden