Keziah Browning
Indianapolis
Summary
Results-driven professional with a proven history of delivering high-quality work and exceeding performance expectations. Strong communication and teamwork skills contribute to achieving organizational goals and providing exceptional service. Expertise in data analysis, relationship building, and adaptability to new systems. Currently pursuing an Associate of Applied Science in Data Analytics, with technical certification and proficiency in Microsoft Office, SQL, Power BI, and business intelligence.
Overview
10
10
years of professional experience
Work History
Underwriting Service Assistant
State Farm Personal Lines Auto Insurance
12.2022 - Current
- Supported underwriting operations by reviewing policy information, consumer reports, and billing information to identify potential risks and ensure compliance with underwriting guidelines.
- Analyze customer accounts, billing history, and policy information to determine appropriate next steps while balancing customer needs with company risk management principles.
- Resolved complex customer concerns related to underwriting, billing, and policy eligibility through sound judgment, analytical thinking, and effective communication, enhancing customer experience.
- Communicate underwriting requirements and policy information clearly to agents and customers while maintaining exceptional service standards.
- Consistently exceed customer satisfaction and quality assurance performance expectations and have received seven leadership and performance awards in recognition of outstanding service and operational excellence.
- Demonstrated exceptional learning agility by consistently performing as a top performer during initial training and subsequent upskilling programs, quickly mastering new systems, workflows, and responsibilities.
- Served as Change Ambassador, partnering with leadership to analyze employee engagement trends and develop action plans that improved team satisfaction.
- Chosen to represent the department in a small-group discussion with the Vice President of Operations, providing employee feedback and engaging in conversations about company strategy and organizational goals.
Manager
Greeks Pizzeria
03.2016 - 12.2022
- Oversaw daily restaurant operations, focusing on team supervision, coaching, and development to enhance service quality.
- Conducted training on operational procedures and customer service standards to ensure consistent performance expectations.
- Resolved customer concerns through effective communication, negotiation, and problem-solving.
- Coordinated scheduling, inventory management, cash handling, and overall operational performance to streamline processes.
- Improved operational efficiency while maintaining a positive customer experience.
Education
Associate of Applied Science - Data Analytics
Ivy Tech Community College
Indianapolis, IN05-2027
Certificate of Technical Studies - Data Analytics
Ivy Tech Community College of Indiana
Indianapolis, IN05-2026
Business Coursework -
Liberty University Online
Lynchburg, VA05-2024
Social Work Coursework -
Hope College
Holland, MI01-2020
Skills
- Underwriting Support
- Risk Assessment
- Policy Review
- Quality Assurance
- Customer Service Excellence
- Process Improvement
- Data Analysis
- Database Management
- SQL
- Power BI
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Business Intelligence
- Analytical Problem Solving
- Team Collaboration
- Relationship Management
- Communication
- Data visualization techniques
Timeline
Underwriting Service Assistant
State Farm Personal Lines Auto Insurance
12.2022 - Current
Manager
Greeks Pizzeria
03.2016 - 12.2022
Associate of Applied Science - Data Analytics
Ivy Tech Community College
Certificate of Technical Studies - Data Analytics
Ivy Tech Community College of Indiana
Business Coursework -
Liberty University Online
Social Work Coursework -
Hope College