Sandy Shafie
Baltimore,MD
Summary
Results-driven Business Process Management professional with over 20 years of experience in optimizing end-to-end business processes, enhancing operational efficiency, and executing strategic initiatives. Demonstrated expertise in process improvement, change management, and stakeholder collaboration, supported by a strong foundation in Agile methodologies. Renowned for exceptional strategic leadership, innovative solutions, and a commitment to training excellence that empowers teams to reach their full potential. Proactive in driving organizational success through continuous improvement and effective communication.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Lead Operations Account Specialist / Business Process Specialist
Travelers Insurance Company
Baltimore, MD
04.2006 - Current
- Strategic Leadership & Innovation
- Served as Product Management Development Subject Matter Expert, resolving critical DR system issues while managing stakeholder expectations
- Developed Fast Track Proposal initiative, securing buy-in from multiple Underwriting leaders and presenting to PMD/Ops Efficiency teams
- Served as Risk Control Subject Matter Expert, overseeing task migration to offshore partners
- Served as Mentor, resolving training gaps and inconsistencies
- Led executive engagement with leaders across ten strategic business areas
- Process Excellence & Training
- Redesigned Training Playbook with 74 Knowledge Check Questions
- Earned NP Training Playbook Coach/Mentor Certification
- Trained three new Global Operations Account Specialist members through structured 10-session program with shadowing and assessments
- Completed BI Ops Coaching Development Workshop Series
- Global Operations Management
- Managed multiple global initiatives while maintaining and publishing monthly assignment schedules
- Executed complex procedure consolidations across admitted and non-admitted processes
- Provided financial oversight through monthly URS reporting with detailed analysis
- Process Implementation & Documentation
- Pioneered electronic file storage systems, establishing department-wide e-file standards
- Co-created Data Integrity workflows, leading focus groups to identify improvement opportunities
- Authored comprehensive process manuals, guides, and learning tools for operational standardization
Underwriter / Process Analyst | Yacht Program
Farmers Insurance Group / Zurich Personal Insurance
Baltimore, MD
06.2004 - 10.2005
- Conducted in-depth analysis and established frameworks for assessing and refining specialized insurance product processes.
- Assisted in troubleshooting and resolving issues related to rating, quoting, and policy issuance procedures.
- Collaborated with agents to clarify underwriting requirements and resolve discrepancies efficiently.
- Implemented process improvements that streamlined workflow and reduced turnaround times for applications by two weeks.
- Led three training sessions on emerging industry regulations and compliance standards for the underwriting team.
Subrogation Analyst / Quality Assurance Specialist | Auto & Property
Farmers Insurance Group / Zurich Personal Insurance
Baltimore
11.2000 - 05.2003
- Conducted comprehensive process audits and facilitated coaching sessions
- Validated loss payout processes for subrogation and salvage operations
- Managed approximately 30 incoming calls, emails, and faxes per day from customers.
- Analyzed claims data to identify recoverable amounts and potential subrogation opportunities.
Account Executive | Personal Lines
Farmers Insurance Group / Zurich Personal Insurance
Baltimore
04.1999 - 11.2000
- Consulted with prospects using analytical skills to assess needs and recommend solutions
Education
Bachelor of Business Administration - Marketing Specialization
University of Baltimore
Baltimore, MD05.2009
Skills
- End-to-end process improvement
- Cause identification expertise
- Agile process management
- Change management advocate
- Stakeholder collaboration
- Leadership in strategic initiatives
Accomplishments
- 2025 Highlights: Fast Track Proposal development
- Training Playbook redesign
- Executive leadership engagement
- Global process management
- GLOAS member training program
- Career Impact: Electronic file management system pioneer
- Agile transformation Change Champion
- Data Integrity workflow co-creator
- Cross-functional partnership builder.
Certification
- Property & Casualty License | Maryland Insurance Administration | 1999 – Present
- NP Training Playbook Coach/Mentor Certification | 2025
- BI Ops Coaching Development Workshop Series | 2025
Timeline
Lead Operations Account Specialist / Business Process Specialist
Travelers Insurance Company
04.2006 - Current
Underwriter / Process Analyst | Yacht Program
Farmers Insurance Group / Zurich Personal Insurance
06.2004 - 10.2005
Subrogation Analyst / Quality Assurance Specialist | Auto & Property
Farmers Insurance Group / Zurich Personal Insurance
11.2000 - 05.2003
Account Executive | Personal Lines
Farmers Insurance Group / Zurich Personal Insurance
04.1999 - 11.2000
Bachelor of Business Administration - Marketing Specialization
University of Baltimore