SHARON COPENING

26950 Caicos Ct., Murrieta, CA 92563 / Home: 951-461-8854 Cell: 951-852-7456

/ sc108c7fe@westpost.net

MANAGER
Solutions-focused, motivated professional with a comprehensive management backgr
ound in customer service, underwriting, and claims management. Highly versatile
; quickly masters new roles, responsibilities, technologies, and environments.
Calm demeanor in the face of difficulties; ability to manage multiple projects s
imultaneously while working under pressure in fast-paced environments. Reputati
on for integrity and work ethic.

CORE COMPETENCIES
a Cross-Functional Team Leadership
a Customer Service
a Proactive Problem Solving
a Relationship Building
a Underwriting
a Computer Skills
a Staff Training & Motivation
a Claims Management
a Operations Analysis

ACHIEVEMENT HIGHLIGHTS
* Successfully retained renewal business and kept loss ration below 8% on the sp
ecific book of business.
* Enhanced operational performance and reduced the abandon rate from 65% to 6%.
* Improved productivity by revamping workflow and eliminating some stopping poin
ts to reduce time service on processing for new business and policy changes.

PROFESSIONAL EXPERIENCE
Philadelphia Insurance Company / Fitness and Well Insurance Agency - Solana Beac
h, CA (2004-2010)
Underwriting Manager
Maintained full accountability for overseeing day-to-day underwriting activities
for a large insurance company. Trained, mentored and managed staff; tracked in
dividual performance levels to assess proficiency levels. Actively liaised betw
een the Accounting and Administration Department and Claims Department to conduc
t detailed coverage analysis and ensure efficient operations. Monitored daily r
eports, oversaw outbound and inbound calls, and constantly evaluated the Speed o
f Answer and Abandon Rate.
* Partnered with different staff members to successfully evaluate risk analysis.
* Contributed information gathering, needs assessment, and analytical skills tow
ard effectively and diplomatically responding to client issues for timely resolu
tion.
Firemanas Fund Insurance Company - San Diego, CA/Chicago, IL (1998-2004)
Operations Manager / Operations Director, San Diego
Strategically prioritized, planned, and coordinated operations initiatives to ma
ximize profitability. Led a cross-functional team of five Customer Service Mana
gers in all facets of daily operations.
* Tracked the performance of the Call Center Manager, Customer Service Managers,
and Administration Department to promptly identify and resolve issues.
* Analyzed internal processes to define inefficiencies and provided recommendati
ons to boost productivity.
Career Note: Additional experience as a Call Center Manager for Philadelphia Ins
urance Company and Service Center Manager/Accounting Manager/Customer Service Ma
nager for Firemanas Fund Insurance Company.

EDUCATION & PROFESSIONAL DEVELOPMENT

Bachelor of Science in Finance - Northern Illinois University
CCLA - Casualty Claims Law Associate