Nancy Forte has over 20 years of experience in insurance and call center industries. She has held various roles including agent, underwriter, account manager, and call center manager. Her experience spans personal and commercial insurance lines, with a focus on property insurance. She also has extensive experience in call center operations including management, project implementation, and data analysis. She is seeking to leverage her diverse skills and extensive industry expertise.

1. Nancy Forte
Diverse Skills
6342 Ranch Rd - Jacksonville, FL 32234
nancy605@live.com - (904) 860-2774
To utilize extensive insurance industry expertise combined with call center management, project
management and implementation skills as an enhanced benefit to a culture seeking vastly
distinctive abilities.
WORK EXPERIENCE
Agent
Roberts Insurance Agency - Keystone Heights, FL - May 2013 to September 2014
Responsibilities
Responsibilities include all sales and service for personal lines clients: Quoting, processing, renewals, cross
selling and marketing. Working knowledge of the Applied and AMS systems.
Agent
Fletcher Stein Insurance - Jacksonville Beach, FL - July 2012 to April 2013
Responsibilities
Responsibilities include all sales and service for personal lines clients: Quoting, processing, renewals, cross
selling and marketing. Working knowledge of the Applied and AMS systems.
Underwriter
Cypress Insurance Group - Jacksonville, FL - 2008 to 2012
Responsibilities
Underwriting of agency business throughout entire state of Texas and Florida. Worked closely with agents to
help improve their BOB and overall partnership with Cypress Insurance.
Agent
State Insurance Agency - Jacksonville, FL - 2007 to 2008
Responsibilities
Processed applications, payments, corrections, endorsements and cancellations. Primary focus was tough
placement of homeowners risks. This required analyzing a risk from every angle and evaluating all markets
until a solution was found.
Agent
Bush-Thompson Insurance Inc - Jacksonville, FL - 2002 to 2007
Responsibilities
Processed applications, payments, corrections, endorsements and cancellations. Primary focus was tough
placement of homeowners risks. This required analyzing a risk from every angle and evaluating all markets
until a solution was found. Also responsible for commercial insurance sales and renewals. Compiled coverage
and rating information in an accessible format. Developed, implemented and monitored new underwriting
guidelines for the agency.
CSR
State Farm Insurance, Agency - Jacksonville, FL - 2000 to 2002

2. Processed applications, payments, corrections, endorsements and cancellations. Primary focus was tough
placement of homeowners risks. This required analyzing a risk from every angle and evaluating all markets
until a solution was found.
Acct. Mgr
Cecil W. Powell Insurance - Jacksonville, FL - 1999 to 2000
Responsibilities
Responsible for supporting commercial lines producer with new business applications, renewals, reports,
endorsements, etc. Handled all property insurance for the City of Jacksonville.
CSR
OneSource Group, Inc - Jacksonville, FL - September 1997 to November 1999
Jacksonville, FL CSR
Duties: Responsibilities include all sales and service for personal and commercial lines clients: Quoting,
processing, renewals, cross selling and marketing. Working knowledge of the Applied
Sr. Manager of New Business Development
AT&T American Transtech - Jacksonville, FL - 1989 to 1997
Staffing and scheduling of hourly employees and Managers; Project management of all call center operations:
training, quality control, feedback, annual reviews. Successfully wrote sales proposals for all call center related
work. Responsible for satisfaction of clients in Account Management role. One year tenure in Human Resource
Department.
EDUCATION
Seeking BA in Business
Florida State College at Jacksonville - Jacksonville, FL
2011 to 2013
AT&T School of Business
1989 to 1997
Diploma
Duncan U. Fletcher Sr. High School
1982
ADDITIONAL INFORMATION
In Summary:
Highly motivated individual with outstanding verbal and written presentation skills. Daily experience adapting
to multiple, new online applications without instruction. Outstanding achievements in all facets of insurance
sales and service including quoting, processing, renewals and cross-selling. Experience with Personal and
Commercial lines: Property, Casualty, Life and supplemental policies.
Extensive Property & Casualty Underwriting experience with a Homeowners insurer for the states of Florida
and Texas.

3. Broad exposure and extensive experience with Call Centers; From call handling to Call center design and
implementation. Experience building the infrastructure of call center from ground floor to award-winning, client
operations. Experience with IT system design and implemtation in a call center environment. Ability to translate
client requirements into full operations.
Analytical skills included but are not limited to the following: Tracked, analyzed and interpreted trends in
call center data. Developed metrics used to determine inefficiencies and areas for improvement. Led cross-functional
teams to analyze and understand the operational impacts and opportunities of technology changes.
Documented process flows and developed requirements for functional improvements and enhancements.
Captured data across teams and prepared Excel reports for weekly, monthly and annual reporting. Responsible
for the development and design of this project.
Licenses:
General lines Agent 2-20
Life, Health & Variable Annuity 2-15
Notary Public State of Florida