Terri Day

With over 18 years of progressive leadership experience across Underwriting, Customer Service, and insurance operations, I bring a strategic, data‑driven, and execution‑focused approach to directing high‑performing underwriting organizations. My career has centered on transforming complex processes, strengthening risk evaluation frameworks, and elevating the customer experience— making me well‑aligned with the expectations of an underwriting leadership role.

In my most recent role leading operational initiatives within Underwriting, I directed large‑scale projects that modernized core workflows and improved underwriting accuracy, speed, and consistency. One of the most impactful initiatives was the automation of the Presale Medical Underwriting Quoting process. By redesigning the workflow, integrating decision logic, and eliminating manual underwriter reviews, we reduced turnaround time from 3–10 days to just 45 minutes. This transformation not only increased underwriting capacity and operational efficiency but also significantly improved broker and client satisfaction through faster, more predictable service.

Executive Director of Underwriting Operations, 2016 – 2025
Aetna Health, Remote | Broken Arrow, OK
• Defined multi‑year optimization strategies aligned with organizational goals.
• Streamlined underwriting workflows, reducing cycle times and improving accuracy.
• Partnered with analytics to build KPIs and dashboards for resource allocation.
• Championed vendor/offshore integration, improving SLA adherence.
• Oversaw a customer service team supporting brokers and the accounting department, ensuring timely resolution of inquiries and alignment with operational goals.

Director of Sales Support, 2015 – 2016 | Fresno, CA
•  Designed and implemented initiatives to optimize sales processes, streamline broker communications, and drive revenue growth.
•  Partnered with underwriting, operations, and finance to align sales support strategies with business development goals.
• Developed reporting tools and performance dashboards to track pipeline activity and improve forecasting accuracy.

Underwriting Manager, 2008 – 2015 | Fresno, CA 
• Directed underwriting operations for new business and renewals, ensuring compliance with regulatory and carrier requirements.
•  Drove new business growth and client retention through strategic partnerships with brokers, and internal sales teams.
•  Monitored productivity and quality standards daily, proactively addressing performance gaps and coaching underwriters.
• Implemented process improvements that reduced turnaround times and improved accuracy of risk assessments.

Customer Service & Claims Supervisor 2005-2008 |Fresno, CA
•Oversaw call center and claims operations, managing frontline teams to improve service metrics and productivity.
•  Established performance benchmarks and accountability measures that increased first‑contact resolution and reduced handle times.
•  Provided coaching and career development for service representatives, fostering a culture of continuous improvement.
• Acted as liaison between customer service, claims, and underwriting teams to ensure issue resolution and member satisfaction.
 

Fresno City College

Associate Degree in Business