1. JIM SAMPSON
3475 WICHITA FALLS AVENUE
SIMI VALLEY, CALIFORNIA 93063
PHONE # (805) 404-7857 E-MAIL - jamsam1965@yahoo.com
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Summary of Qualification
• Thirty years’ experience in operations and underwriting support management within the insurance business
sectors
• 19 years of managerial and business-flow process improvement experience
• Excellent communication, problem solving ability, and team leadership skills
• Responsible for as many as 50 client service representatives and underwriting assistants as a manager in a
operations and call center environment.
• Operations management experience at Zurich Financial services, AIG, Countrywide Insurance Services, Wellpoint
Health Networks, Answer Financial, and Tenet Healthcare
Professional Experience
Zurich Financial Services, Los Angeles, CA – July 2013 - Present
Manager, Underwriting Support – Middle Markets
• Manage a group of 14 underwriting assistants who process middle markets (Technology, Financial Institutes,
General industry, Healthcare, Manufacturing, Real Estate) insurance policies for a group of 15 underwriters
• Run BNB (Bound Not Booked), Booked Details, Submission Activity, Score Card, and Renewal reports
• Verify all premium is coded and booked correctly and all policies and endorsement are in compliance
• Facilitate Comm Cell meetings with underwriters, underwriting assistants, and senior management
• Write and discuss mid-year and yearly performance evaluations with staff
• Interview and hire new employees
• Have weekly staff meetings
• (UQA) Underwriting Quality Assurance reviews done on a weekly basis for each underwriting assistant
• One on one meetings with staff to discuss employee issues of the day
• Ensure forecasted policies for the month are bound and booked and verify premiums are correct
• Prepare yearly goals for my staff
• Provide coaching and guidance as needed and use progressive discipline when needed
• As part of the management team, I work directly with four underwriting managers in an effort to make sure the
workflow is seamless and that the underwriters and support staff are working as a team.
AIG Environmental, Los Angeles, CA – October 2008 – July 2013
Manager, Underwriting Support – Environmental Department
• Manage a group of 10 underwriting assistants and technicians who process commercial insurance policies, both
casualty and environmental for 15 underwriters in the department
• Run WTS (Work Tracking System) and CRUIS (Corporate Reporting User Interface System) reports to determine
and verify workloads for each assistant and technician and to see policies they have booked within the month.
Forecasting tools/reports were also used to match policies booked with what was forecasted for the month
• Surplus lines filings for California Casualty policies
• Technical expertise and strategic knowledge of the insurance industry with a strong background in underwriting
and client relations
• Responsibilities include answering technical questions regarding the underwriting of commercial insurance
policies
• Leading and managing the development and oversight of the western region of the country

2. • Development and support of new business and renewals: administering and monitoring underwriting rules and
guidelines
• Responsible for marketing divisional products to the brokerage community and be responsible for
developing/maintaining these relationships
• Other duties include maintaining productive relationships with other business units in cross selling of accounts as
well as lead, direct, motivate, and manage an underwriting assistant/technician staff
• The operations manager would also be involved in monitoring the underwriter with the most complex and largest
risks
• The operations manager position has a clear and distinct accountability for business results
• The position requires a high level of self-motivation, computer literacy, excellent analytical, organizational,
interpersonal, and communication skills.
.
CMS – CAP MANAGEMENT SERVICES – TENET HEALTHCARE – August 2006-August 2008
Member Service Manager
• Managed a group of 10 customer service representatives who spoke to health care providers regarding
authorizations for surgeries and doctor visits including specialist referrals and claims
• Performed “outreach “ to providers on a daily basis. Outreach included rating the service provided by the CSR,
requesting feedback from providers on issues of concern, and immediately addressing the issue with
recommendations to senior management
• Optimize staff work schedules by CSR’s making outbound calls based on ACD service level agreement with
providers
• Interfaced with clients to provide single point of contact for client request and feedback to develop documented
workflows for triage of all escalated calls and request. Office visits to physicians to discuss client concerns and
rating CSR’s performance which was then incorporated into yearly performance evaluations
• Provide coaching, training, and counseling to staff
• Develop and provide staff performance evaluations
• Develop daily status and performance reports
• Worked with information services to develop and test new software for the member service department. Testing
environment included screen testing, verification of data transfer, and any missing screens, documentation, and/or
user functions that may be required.
• Responsible for HR management interviews, hiring, and training of new staff
• Manage staff to meet required service levels throughout the year
ANSWER FINANCIAL INC. – February 2004-August 2006
Client Service Manager
• Managed a group of 30 employees 9 life insurance CSR’s, 11 health insurance CSR’s and 10 general service
CSR’s
• Led training project to implementation of a new call center in Tennessee, including project time lines for training
material preparation, set up time for specialized unit of employees, floor training, and projected the start date for
the new call center
• Identified, analyzed, and reported on areas within the department that required improvement to maximize
efficiencies and prevent future errors
• Perform cost analysis on automated mail sorter for general services department. After analysis we were able to
reduce the unit by 2 FTE’s and utilize their skills in other departments and able to reallocate resources during a
hiring freeze.
• Review and present Call Center statistics to management advising them on alternative ways to improve service
levels and reduce errors
WELLPOINT/BLUECROSS INSURANCE – MARCH 2001-February 2004
Call Center Manager
• Managed 20 non-clinical Provider Service Representatives in a 40 plus call center environment
• CSR’S built cases for patients upcoming surgeries that were then reviewed by a nurse in the same unit
• Reviewed letters of intent for non-cosmetic surgeries to build a case for review

3. • Responsible for data gathering, cost analysis, and review of new system proposals for internal usage within the
department This information was then reviewed with senior management for approval and implementation
• Researched and negotiated problem issues with internal and external customer call monitoring to prevent errors
in processing authorizations for hospital stays
• Review call center statistics with senior management to determine ways to improve service levels and reduce
errors
COUNTRYWIDE INSURANCE SERVICES – MAY 1995-MARCH2001
Call Center Manager
• Managed a group of 50 Customer Service Representative in a call center environment, taking calls for
automobile, homeowners and life insurance inquires.
• Led 5 Customer Service Supervisors each leading 10 Customer Service Representatives
• Reviewed and analyzed service levels and error ratio report
• Presented statistics and metrics to senior management with recommendations of improvement for service levels
and reduction in errors
• Represent organizational production capabilities during project planning with internal and external customers
• Participated with sales with Sales department in cross selling additional products to customers and supported
their needs after the product was sold
• Track and report staff and business metrics at weekly Senior Management meetings
21ST
CENTURY INSURANCE–February1984-May1995
Underwriter/Examiner
• Reviewed applications, photographs, and documentation from customers and risk analyst regarding homeowners
insurance coverage
• Reviewed current files on a weekly basis to check on residence for pride of ownership, including roof and property
conditions, dog breeds, and other items that could become a future hazard or claims
• Examine homeowners insurance applications for missing information and called customers to discuss and add
information to application
• Reviewed files with senior underwriters to determine eligibility for coverage
BUSINESS LICENSES
• P&C Fire & Casualty Insurance License – Broker/Agent Dec 1995 – Dec 2001
• Real Estate License – Realtor – License # 017752246 Oct 2006-Oct 2010
TRAINING AND CERTIFICATES
• Zurich Insurance – Successful Managers Training Program February 2014
• AIG Insurance – Manager Training Program March 2009
• Cap Management Services – Executive Communications Program July 2007
• Answer Financial – New Communications Facility – Trained 20 CSR’s June 2005
• WellPoint/Bluecross Management Development Program January 2001
• Wellpoint/Bluecross – New Communication Facility Trained 10 CSR’s March 1998
REFERENCES
Pamela Scott – Group Lead, AIG – 1 (213) 689-3547
Shanta Pharay – Manager AIG New York 1 (646) 857-1130
Steven Devolites Regional Manager Universal Reprographics In. 1 (213) 365-7750 x333