VANESSA BARRERA
San Antonio,TX
Summary
Underwriting Support Services Supervisor at SageSure Insurance with expertise in performance management and process optimization. Proven ability to coach and mentor teams, resulting in enhanced operational efficiency and quality assurance. Experienced in managing remote teams, fostering collaboration, and achieving exceptional results in demanding environments.
Overview
25
25
years of professional experience
Work History
Underwriting Support Services Supervisor
SageSure Insurance
06.2025 - Current
- Directing and overseeing the daily activities of an underwriting support team of 15 plus associates to include offshore associates.
- Providing guidance, training, and coaching to team members on underwriting procedures, company policies, and industry best practices.
- Setting performance expectations, providing regular feedback, conducting performance reviews, and implementing corrective actions when needed.
- Participating in the hiring process for new team members and ensuring a smooth onboarding process.
- Addressing and resolving any conflicts or issues that arise within the team.
- Analyzing workflows, identifying areas for improvement, and implementing changes to enhance efficiency and accuracy.
- Determining priorities for the team based on deadlines, workload, and business needs.
- Conducting quality assurance reviews of underwriting decisions and documentation.
- Ensuring the team has the necessary resources, including staffing and tools, to meet their objectives.
- Analyzing underwriting data and performance metrics to identify trends and areas for improvement.
- Maintaining clear and consistent communication with team members, other departments, and management.
- Working with other departments, such as claims and sales, to ensure smooth workflow and efficient operations.
Sr Coordinator Web Content
Nationwide Insurance
01.2001 - 05.2025
- Created, updated, and managed engaging web content for business units, enhancing processes and procedures.
- Collaborated with over 80 business leaders to refine content clarity and design.
- Transformed business objectives into actionable content for over 12,126 users.
- Developed systematic approaches for implementing business processes through user experience research.
- Facilitated updates and modifications across over 14,000 pages of work standards.
- Established collaborative relationships with Business Units' SMEs, advising on best practices.
- Championed compliance with brand guidelines, ensuring consistent content deployment.
- Led Knowledge Advance and Oracle training sessions for new BU SMEs and KM hires.
- Developed training material and delivered learning sessions for 20 offshore associates.
Sales and Retention Coach/Quality Analyst
NSS Learning and Performance
01.2009 - 01.2013
- Review live and recorded sales calls to ensure compliance and best practices are being followed.
- Collaborate with business unit leaders to develop corrective actions for identified issues to include compliance.
- Create and facilitate compliance training and presentations.
- Identifies innovation and continuous improvement opportunities. Ex: Soft skills training and Call Library.
- Build and manage various reports and metrics for trend analysis.
Customer Service Representative
Claims Call Center
01.2001 - 01.2009
- Managed high call volumes for first notice of loss auto and home, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Education
Master of Business Administration - Organizational Management
Ashford University
Clinton IABachelor of Arts - Interdisciplinary Studies/Education
University of Texas San Antonio
San Antonio, TXSkills
- Performance management
- Quality assurance
- Employee training
- Team leadership
- Process improvement
- Project management
- Coaching and mentoring
- Remote team management
- Process design
References
References available upon request.
Timeline
Underwriting Support Services Supervisor
SageSure Insurance
06.2025 - Current
Sales and Retention Coach/Quality Analyst
NSS Learning and Performance
01.2009 - 01.2013
Sr Coordinator Web Content
Nationwide Insurance
01.2001 - 05.2025
Customer Service Representative
Claims Call Center
01.2001 - 01.2009
Master of Business Administration - Organizational Management
Ashford University
Bachelor of Arts - Interdisciplinary Studies/Education
University of Texas San Antonio
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