Kelly McCartney

Experience

• 

  Ameriprise Financial Services, Inc.

  Oct 2004 - Jul 2005

  Insurance Agent

  Customized insurance programs to suit individual customers, often covering a variety of risks• Worked independently in a call center environment• Achieved personal and company set goals• Interacted with customers to provide services to fit their needs and lifestyle• Balanced a nonstop schedule, assisting multiple clients throughout 38 states• Achieved monthly sales goals

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  State Farm ®

  Jul 2005 - Nov 2006

  Insurance Agent

  Reviewed clients insurance portfolio, provided front line underwriting, educated clients, and initiated the claims process• Retained current clients• Sold homeowners, auto, life, health, commercial auto, commercial business insurance• Marketed target prospects• Serviced existing business by meeting with them to discuss their insurance portfolio• Played intrical role into meeting and exceeding sales and profitability objectives

• 

  Jewelers Mutual Group

  Nov 2006 - now

  Responsible for the strategic design and build out for Dallas-based regional office. Took full-scope leadership of the project. This was a strategic move to attract top talent in IT and data analytics. Organized bids and selected work team. Responsible for budget and timeline management. Created a functional design. This allowed me to infuse my creativity and live out a personal passion of mine of designing spaces. I took Jewelers Mutual history plus local culture into consideration while transforming our new space into something modern. Letting natural light and collaboration to occur throughout the space. Continued responsibilities of managing additional work space build out and potential future expansions. Facility opened on time and within budget in March 2019. Today the facility is thriving and at full capacity with top talent. Show less Responsible for leading a team of 20 cross- functional team members in Information Technology and Project Management Office• Special project created by a team of individuals to provide environment stability• Exemplify ability to gather requirements necessary in improving alliance, automation of manual processes, and reduction of process redundancy• Strategized methods of delivery from tools selection to creation of new automation capabilities• Lead diverse cross-functional teams in the fulfillment of corporate productivity, quality, and bottom line objectives• Transforming IT technology culture. Leading change management efforts to provide the highest level satisfaction from team members and other functional areas• Manage the standardization of tools and processes used to achieve DevOps• Manage plans, estimates, budgets, and costs to ensure a successful completion• Recognized for leading and guiding team members through this transforming culture• Experienced in team leadership following a servant leader model Show less Responsible for leading a team of 11 business analyst/scrum master• Work with business analyst team to align skillsets and interest to the project work needs• Coaches and mentor business analyst to increase their skillsets in developing knowledge in general and focused areas• Maintains high engagement of current business practices throughout the business units to ensure alignment on business needs to overall business strategy• Creates and monitors metrics to support team and strategic initiatives• Assists team members in creating a career roadmap and mentors them to reach professional goals Show less Responsible for overseeing the policy services and customer care team and processes. Accountable for the customer care philosophy, developing productivity, and establishing quality standards.• Increased focus on Ease of doing Business for our customers• Actively build and maintain relationships with agents• Consistently meeting management performance standards• Strong conflict resolution with ability to provide constructive feedback and direction• Key focus on developing staff and identifying area of personal development opportunities• Manages production reports and metrics• Owner of departmental standard operation procedures Show less Responsible for leading a team of 17 underwriters, policy specialists, and customer relation specialists with a continued focus on ease of doing business and profitability.• Increased underwriting accountability by providing tools to make good decisions• Empowered team members to think creatively to meet the needs of policyholders• Established motivating goals to consistently meet financial corporate objectives• Monitored production and review date metrics to identify trends which minimized production issues and increased customer satisfaction• Provided direction, mentoring, coaching team members to assist in their professional development Show less Responsible for managing and mentoring 11 direct reports with a stringent focus on quality, metrics, loss ratio improvements, customer intimacy, Ease of Doing Business, and profitability.• Improving Quality Audit team percentage from 69% to 98.3% with three months• Developing metrics for future forecasting via new phone system, core system reports, manual reports created, SharePoint, and core system reports• Solid understanding of the Commercial Lines Pricing Philosophy, Underwriting Guidelines, and legal requirements• Responsible for production numbers and monitoring tasks to reach and exceed monthly goals• Active leader in the community for JDRF, Special Olympics, and Jewelers Mutual Show less Managed a territory of approximately 1000 accounts, appropriately assessed risk, and provided alternative solutions to meet policyholder needs• Strived to achieve Jewelers Mutual vision by writing profitable new business written premium totaling $947,073 from November 2006-July 2009• Analyzed risks and provided coverage solutions and suggestions• Met policyholders needs while maintaining profitability for Jewelers Mutual• Routinely sought out self-starting projects • Participated in Focus Groups such as Net Promoter Scoring and Company Portal Show less

  • VP Jeweler Solutions

    Jul 2022 - now

  • VP Product & Customer Insights

    Jun 2021 - Jul 2022

  • Director of Business Integration - Commercial Lines

    May 2020 - Jun 2021

  • Design & Build of Regional Office

    Jan 2018 - Jul 2020

  • Director of Information Technology

    Aug 2018 - May 2020

  • Director, Infrastructure & DevOps

    Sept 2016 - Aug 2018

  • DevOps Strategic Initiative

    Sept 2015 - Oct 2016

  • Business Analyst Manager

    Aug 2014 - Sept 2016

  • Underwriting Services Manager

    May 2013 - Aug 2014

  • Underwriting Manager

    Jul 2011 - May 2013

  • Commercial Lines Production Manager

    Jul 2009 - Jun 2011

  • Commercial Underwriter

    Nov 2006 - Jul 2009
• 

  Sunbow Painters

  Jan 2018 - now

  Co-Owner
• 

  Chief

  Apr 2023 - Apr 2024

  Chief Member
• 

  New North, Inc.

  Nov 2024 - now

  Board Member