Zirmar Powell
Normal,IL
Summary
Detail-oriented and results-driven business professional with experience in insurance operations, collections management, and security services. Proven expertise in resolving complex issues, mentoring team members, and driving process improvements to enhance efficiency and customer satisfaction. Skilled in cross-functional collaboration, data analysis, and regulatory compliance across multiple lines of business, including Personal and Business Lines Auto insurance. Adept at managing high-volume portfolios, leading training initiatives, and supporting operational excellence through effective communication and problem-solving. Passionate about leveraging analytical skills and process optimization to support strategic business objectives and deliver measurable results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Underwriting Service Assistant
State Farm
09.2024 - Current
- Act as a subject matter expert and technical resource to resolve complex policy and policyholder issues, ensuring compliance with regulatory and company standards.
- Collaborate closely with Underwriters, Agency Leadership, and various business partners to address inquiries, service requests, and operational challenges, fostering strong cross-functional relationships.
- Communicate effectively with internal and external stakeholders, including Policyholders, Agents, Claims, Legal, and business partners—via multiple channels to facilitate issue resolution.
- Maintain and update detailed policyholder records, ensuring data accuracy and integrity to support business operations and reporting.
- Proficient in servicing multiple lines of business, specifically Personal Lines Auto and Business Lines Auto, enabling effective support across diverse policy programs and enhancing service delivery.
- Identify and analyze non-routine transactions and complex policy files, applying in-depth knowledge of policy programs to deliver timely and accurate solutions.
- Conduct detailed research and resolve system errors and discrepancies.
- Prepare, review, and process policy documentation, endorsements, filings, and certified copies, ensuring adherence to internal controls and audit requirements.
- Serve as a resource and mentor for team members, providing guidance to enhance departmental capabilities.
Senior Collections Specialist
Afni
08.2013 - 01.2024
- Led mentoring and training initiatives for new collections specialists, enhancing team knowledge, skills, and overall performance.
- Developed and implemented process improvements that streamlined collections workflows, reduced delinquency rates, and increased recovery efficiency.
- Managed high-volume collections portfolio, consistently achieving or exceeding recovery targets while maintaining compliance with company policies and regulatory requirements.
- Conducted detailed account analyses to identify delinquent accounts, establish payment plans, and negotiate settlements to maximize recovery.
- Collaborated cross-functionally with customer service, legal, and finance teams to resolve complex account issues and improve customer experience.
- Monitored team performance metrics and provided actionable feedback to support continuous improvement and goal attainment.
- Assisted in updating training materials and standard operating procedures to reflect best practices and regulatory changes.
- Utilized collections software and data analytics tools to track account status, identify trends, and prioritize collection efforts effectively.
- Resolved escalated account disputes and inquiries with professionalism and tact, preserving customer relationships and minimizing write-offs.
Security Specialist
Rivian Automotive
09.2023 - 10.2024
- Monitored and secured premises by conducting regular patrols, surveillance, and inspections to prevent unauthorized access, theft, and vandalism.
- Responded promptly and effectively to alarms, incidents, and emergencies, ensuring safety of personnel and property.
- Controlled access to facilities by verifying identification and maintaining logs in compliance with company policies.
- Conducted thorough investigations of security breaches, incidents, and suspicious activities, documenting findings and reporting to management.
- Collaborated with law enforcement and emergency responders as needed to address security concerns and maintain order.
- Enforced company policies, procedures, and safety regulations to maintain a secure and compliant environment.
- Operated and maintained security equipment, including CCTV systems, company vehicles, alarm panels, and communication devices.
- Delivered exceptional customer service by assisting employees, visitors, and contractors with security-related inquiries and directions.
- Prepared detailed security reports, logs, and incident documentation to support investigations and audits.
- Trained new security personnel on protocols, emergency procedures, and use of security technology.
Education
Associate degree - Business Administration
Heartland Community College
Normal, IL05-2029
High School - undefined
Normal Community High School
01-2013
Skills
- Data analysis, problem-solving, and root cause identification
- Cross-functional collaboration and stakeholder communication
- Process improvement and workflow optimization
- Mentoring and training team members
- Proficient with policy systems, collections software, and data reporting tools
- Strong organizational, multitasking, and project support skills
- Customer experience, satisfaction, and conflict resolution
- Knowledge of ECRM Companywide Customer Search
- Document review
- Policy analysis
Certification
AWS Cloud Practitioner Certification - (In Progress; Current Projected Completion: By End-of-Year 2026)
Timeline
Underwriting Service Assistant
State Farm
09.2024 - Current
Security Specialist
Rivian Automotive
09.2023 - 10.2024
Senior Collections Specialist
Afni
08.2013 - 01.2024
High School - undefined
Normal Community High School
Associate degree - Business Administration
Heartland Community College